Salesforce Customer Success Manager

5 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time

As a customer success professional, you will serve as a named resource and partner for our customer organizations.

You are a trusted advisor, forging deep relationships with your customers and account teams. You maintain an awareness of key events, needs, potential risks, and value drivers.

Your focus is on continually improving your customers' business needs, helping them to realize the maximum value out of their Salesforce investment.

Acting as a point of contact for any major customer incidents, you manage expectations and communications through the resolution of such incidents.

These activities enable you to proactively set the customer up for success through optimization of the platform.

This requires deep technical knowledge of the Salesforce platform, as well as the ability to work closely across internal and external teams to provide a unified experience.

Key Responsibilities
  • Orchestrate all Signature deliverables, experiences, and renewals/expansions
  • Cultivate and maintain stakeholder relationships with IT and business executive leadership, sponsors, and decision-makers within customer organizations
  • Help customers achieve their business goals and outcomes on the Salesforce platform by:
  • Coordinating the completion of the Signature Success catalog of services as required for your customer
  • Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer
  • Acting as an advisor to your customers for the adoption of new features of Salesforce's annual release schedules and identifying potential challenges and risks to your customer's implementation
  • Communicate the value of Signature Success
  • Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success
  • Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues

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