Senior Customer Success Manager

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About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword — it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place Agentforce is the future of AI, and you are the future of Salesforce.

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 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.

An ideal candidate has a background in managing large, complex enterprise customers in Customer Success or Program Delivery / IT Consulting roles within the Salesforce ecosystem. The candidate is able to work and influence multiple stakeholders, businesses and subsidiaries, with a strong capacity to understand and articulate complex and mission critical customer scenarios and customer business impact. They are able to quickly react and respond alongside strength in forward planning and long term thinking. 

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 products (including Sales Cloud, Service Cloud, Industries Cloud, Data Cloud, Agentforce 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.

Ideal but not required:

• Experience in Telecommunications, Media or Utilities Industries

• A good understanding of enterprise architecture principles

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

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Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what's possible — for yourself, for AI, and the world.

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