Customer Success Manager (Salesforce)

• Customer Success Advocacy: Act as the primary point of contact, leveraging deep industry, product, and technical knowledge to guide them to achieve business objectives
• Stakeholder Alignment: Develop and nurture strong relationships at key stakeholder levels, aligning with customer needs across various market segments, sizes, and solution complexities.
• Strategic Guidance: Assess customer goals and capabilities, offer recommendations for ecosystem health, performance optimization, and achieving business and technology objectives.
• Business Value Delivery: Cultivate executive-level relationships within customer IT and business leadership, solidifying partnership commitments and driving innovation aligned with customers business challenges and growth potential.
• Adoption Path & Enablement: Contribute to SF knowledge, community, and training resources, comprehensive adoption plans showcasing current and future states, enabling the customer through an underlying roadmap.
• Technical Expertise Application: Apply SF / tech product knowledge to address technical concerns, ensure acceptable resolutions, and align platform features with customer priorities and roadmaps. Proactive Support & Enhancement: Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
• Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities
• Evolution of Roles: Anticipate and adapt to role changes per evolving Salesforce needs.

Required Skills:

Degree or equivalent experience required. Experience will be evaluated based on the strengths youll need for the role (eg demonstrated behaviors in previous jobs, that align to role needs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc)

• Familiarity with Salesforce product and platform features, governance principles, methodologies, and enterprise architecture.
• Excellent communication skills to articulate technical issues to diverse audiences.
• Ability to prioritize customer needs, take ownership, and drive resolutions.
• Diligent. Nothing gets overlooked.

Preferred Skills:

• Experienced professional with 8+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture.
• Demonstrating expertise in Salesforce Platform (Implementation, Product knowledge, Major releases of Salesforce, Different Clouds knowledge, etc). Strong consulting skills and validated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
• Candidates currently in roles such as Salesforce Technical Architect, Salesforce Solution Architect, Salesforce Business Analyst, Salesforce Functional Consultant, Salesforce Technical Lead, Salesforce Technical Account Manager, Salesforce Team Lead, or Salesforce Senior Technical Consultant with a strong ability to manage customer relationships are encouraged to apply for this position.