Customer Success Manager

Description
Position Description
For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled experts, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

The Customer Success Manager | Marketing Cloud serves as a named resource and partner for our Salesforce Signature customers. They orchestrate all deliverables their customer is entitled to, including coordinating the day-to-day customer Signature experience from onboarding through Signature contract renewal and expansion. They develop deep relationships with their customers' team members and pair that with relevant industry knowledge to improve implementation health. This role will also partner across Salesforce to provide a unified Signature experience for their customers.

This role will suit candidates capable of engaging with technical engineering stakeholders as well as with senior business executives, internally and externally.

Responsibilities

• Uses multi-cloud expertise to effectively orchestrate Signature experience across the strategic, sophisticated customers.
• Act as lead CSM orchestrating CSMs for multi-org, multi-cloud customers.
• Aligns with and leads Business and Technical stakeholders, Account Success team, and internal partners around customer goals ensuring value is delivered through Signature.
• Single point of customer accountability building and maintaining strong, trusted relationships.
• Drives Customer Success Score metrics for customers; handles Escalations and Red Accounts.

Preferred Qualifications And Skills

• Experienced professional with relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture.
• Knowledge & technical depth with Salesforce Digital products (including Data Cloud, Marketing Cloud and Commerce Cloud etc), platform features, capabilities, and standard methodologies is a must due to the nature of the role & customers it will serve.
• 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 demonstrated track record of influencing effectively at all levels of the organisation.
• 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
• A curious nature, willing to continually expand knowledge of Salesforce products and industry trends.

As we continue to deepen collaboration across our teams & with customers, 3 days in office/on customer site per week is required.

Benefits
We are pioneers of the Pledge 1% model, providing product, grants and community service to those in need. We are proud to be#1 in PEOPLE's
Top 50 Companies that Care
, and are on Fortune's
Change the World
list.

We provide every employee with 7 paid volunteer days off a year, and donation matching for all approved charitable donations.

We provide other world-leading benefits to all our employees, including;

Health, Life, Trauma and Income Insurance

Monthly Wellness Allowance

Flexible Time off & leave policies

Parental benefits

Perks and discounts

Salesforce is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

At Salesforce we encourage applications from Aboriginal and Torres Strait Islander peoples, people of all ages, people living with a disability, LGBTIQ+ candidates, and people from multi-cultural backgrounds. Salesforce Australia is committed to walking together with the Traditional Custodians of this land, Australia's First Nations peoples, as we forge a path to reconciliation. Please see our
Reconciliation Action Plan
for more information