Customer Success Manager

As a Customer Success Manager (CSM), you will serve as a named resource and partner for Salesforce's customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams, maintaining an awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers' business needs, you will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Salesforce investment. You will act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through the resolution of such incidents.
This CSM role will work with Tableau customers to understand their business objectives and provide technical guidance to deliver business value. They will partner with sales and orchestrate internal resources to drive customer health, increase user adoption, and reduce attrition.
These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events. This will require deep technical knowledge of the Salesforce platform, and the ability to work closely across internal and external teams to provide a unified Signature experience.
Your Impact
Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion.
Cultivate and maintain stakeholder relationships with the customer's IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
Help your 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.
The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the customer's need.
Minimum Requirements
Minimum of 8 years work experience in one or more of the following: Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
Experience with Tableau products, and/or a competing platform (i.e. Microsoft Power BI, Looker, Qlik, MicroStrategy, Domo)
Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.
Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
Knowledge of software development process and design methodologies.
Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.
Preferred Requirements
Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant,Tableau Desktop, Tableau Server, Tableau Data Analyst).
Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
Experience working with Enterprise-level customers.
Note:
This is an office-flexible role. The expectation is to be in-office 3 days a week. (Seattle/Bellevue, Chicago/Indianapolis, Atlanta).
Our Investment In You
World-class enablement and on-demand training - check out trailhead.com for a sneak peek
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
Volunteer Opportunities
Have you heard of our 1:1:1 model, focused on giving back to the community? The success in giving back has helped us and our Trailblazer community become a leader in philanthropy, culture, and innovation. We are one of the World's Most Innovative Companies, according to Forbes , we are #1 in PEOPLE 's Top 15 Companies that Care, and are on Fortune's Change the World list. Values create value. Our values helped drive our revenue number to $13.28 billion dollars in fiscal years in 2019.
We have a public-facing website that explains our various benefits for:
Health benefits
Financial benefits and perks
Time off and leave policies
Parental benefits
Perks and discounts
Visit salesforcebenefits.com for the full breakdown.
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