Job
Description
The Customer Success team within Signature Success is seeking a proactive and customer-centric Customer Success Manager (CSM) to be the primary point of contact for Salesforce's most significant and high-profile clients. As a CSM, you will be responsible for engaging with a select group of assigned accounts, focusing on understanding the clients" business objectives to enhance their technical and operational well-being and derive maximum value from their Salesforce investment. Your role involves staying informed about the customers" key activities, requirements, potential challenges, and value drivers. In your capacity as a trusted advisor, you will establish a reputation for customer success by maintaining excellent communication with partners and leveraging your in-depth knowledge of the Salesforce platform to translate business needs into effective solutions. Building strong relationships with clients and account teams, developing a profound technical understanding of their Salesforce setup, sharing best practices, and promoting the adoption of proactive services are all crucial aspects of your role. These actions will enable you to proactively prepare clients for success by optimizing the platform, especially during critical peak periods. As a CSM, you will occasionally serve as the primary contact for major incidents, managing client expectations and communications throughout the incident resolution process. Acting as the primary technical interface for our clients, you will collaborate closely with internal and external stakeholders, including partners and ISVs, to address client requirements effectively. The ideal candidate for this role is deeply committed to customer success, possesses exceptional communication skills, demonstrates professionalism, strives to meet and exceed expectations, excels in relationship-building, exhibits strong collaboration abilities, and can quickly grasp new technologies. Your Impact: - Act as the Marketing Cloud Subject Matter Expert (SME) regarding the technical and operational configuration and requirements of clients. - Take on the role of the single point of customer accountability, overseeing all Signature deliverables, experiences, renewals, and expansions. - Cultivate and sustain relationships with key stakeholders within client organizations, including IT and business executive leadership, sponsors, and decision-makers. - Assist clients in achieving their business objectives and outcomes on the Salesforce Marketing platform by coordinating services, providing proactive feature guidance, advising on feature adoption, and ensuring a clear understanding of the value of Signature Success. - Advocate for clients during high severity cases, conduct quarterly reviews, provide tailored release recommendations, and build strong internal relationships to promote customer success and revenue opportunities. - Be prepared for occasional after-hours or weekend coverage based on client needs and anticipate role changes in alignment with evolving Salesforce requirements. Minimum Skills: - 8+ years of experience in Technical Customer Success, Customer Success Management, SaaS platform utilization, Technology Consulting, or relevant fields. - Strong communication and presentation skills with the ability to communicate effectively at all organizational levels. - Proficiency in translating technical concepts into business terms, mapping business requirements to technical features, and facilitating cross-functional team efforts. - Prior experience in high volume events coordination and working with cross-functional teams. Preferred Requirements: - 2+ years of experience in the Salesforce Ecosystem. - Salesforce product certifications are advantageous. - Deep understanding of Marketing Cloud, marketing automation, personalization, advertising, and marketing platforms. - Proficiency in Digital Marketing processes, challenges, and trends. - Extensive knowledge of Salesforce Marketing Cloud features and applications. - Degree or equivalent experience required, with evaluation based on alignment with role requirements. (Note: This job description is a summary of the position's core responsibilities and requirements and is subject to change based on business needs.),
