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Customer Success Manager

2 months ago

Australia Salesforce, Inc. Full time
About the Role

The Customer Success Manager serves as a strategic partner for our enterprise customers, driving value and growth through our Signature Success Plan. This role requires a deep understanding of our customers' business needs and a proven ability to deliver results.

Key Responsibilities
  • Develop and execute customer success plans to drive business growth and customer satisfaction.
  • Build and maintain strong relationships with customers, stakeholders, and internal teams to ensure seamless delivery of our Signature experience.
  • Orchestrate technical resources and deliver technical information to customers, ensuring they receive the highest level of support.
  • Drive customer success score metrics and handle escalations and red accounts.
  • Possess basic knowledge of customers' technology stacks and relevant Salesforce certifications.
Requirements
  • 5+ years of experience in customer success, SaaS platform use, project leadership, technology consulting, and/or solutions architecture.
  • Strong knowledge of Salesforce product and platform features, capabilities, and use cases.
  • Salesforce product certifications are highly desired.
  • Strong consultative skills, deep curiosity, and confirmed results working as a trusted advisor to drive business value for customers.
  • Outstanding communication and presentation skills with a demonstrated track record of influencing effectively at all levels of the organization.
  • Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and be adept at handling objections.
  • Knowledge in one or more lines of business (LoBs).
  • Highly adept at working autonomously, demonstrating initiative and ownership in driving projects forward.
  • Proven ability to collaborate effectively with cross-functional teams, including sales, marketing, product development, and customer support, to ensure seamless customer experiences and drive business outcomes.
  • Problem-solving and solution-oriented. Track record of identifying customer challenges, developing creative solutions, and implementing strategies to overcome obstacles and achieve desired results.
  • Committed to continuous learning and adaptability, ongoing professional development, staying abreast of industry trends, emerging technologies, and best practices.
  • Proficiency in leveraging data and analytics to inform decision-making processes, track performance metrics, and drive continuous improvement initiatives.
  • Degree or equivalent experience required.
  • Bi-Lingual (English and French Speaking).
What We Offer
  • World-class enablement and on-demand training.
  • Exposure to executive thought leaders with a passion for living our values.
  • Clear path to promotion with accelerated leadership development programs.
  • Weekly 1:1 coaching with your leadership.
  • Fast Ramp mentorship program.
  • Week-long product bootcamp.
  • Sandler Sales Training.