September 23, 2024

Salesforce

Sydney

FULL TIME

Customer Success Manager

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category
Customer Success
Job Details

About Salesforce
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Who We Are
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you’ve come to the right place.

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 the Salesforce Signature customer organizations. 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.

Responsibilities

Effectively aligns with and manages both Business & Technical Stakeholders around customer goals ensuring value is delivered through Signature
Single Cloud Product expertise as well as industry-relevant expertise
Single point of customer accountability covering only Signature-entitled customers, building and maintaining strong, trusted relationships
Authority in orchestrating technical resources & delivering technical information
Drives Customer Success Score metrics for customers and handles Escalations and Red Accounts

Qualifications and Skills

Experienced professional with relevant industry expertise in Customer Success, Saa S platform use or project leadership, Technology Consulting, and/or Solutions Architecture
Knowledge of Salesforce products (preferably Sales Cloud/ and or Service Cloud), platform features, capabilities, and standard methodologies
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 organization
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 (Lo Bs)
A good understanding of enterprise architecture principles
Experience will be evaluated based on the strengths you'll need for the role (e.g. demonstrated behaviors in previous jobs, that align to role needs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

LI-Y

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