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Customer Success Manager

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Salesforce

1mo ago

Applications are closed

  • Job
    Full-time
    Senior & Expert Level
  • Sales & Business Development
  • Dublin

Requirements

  • Strong knowledge of Salesforce product and platform features, capabilities, and best use.
  • Ability to articulate the importance and value of Governance to Business and IT executives
  • A good understanding of enterprise architecture principles is strongly preferred
  • Ability to quickly grasp and distinctly explain technological and business concepts
  • Serve as a trusted advisor, with a deep curiosity to understand your customers, their motivations and needs, and how to approach ensuring their success
  • Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
  • Required Skills:
  • Experienced professional with 7-10 years of relevant industry expertise
  • In-depth knowledge in one or more lines of business (LoBs) - a specific cloud or industry
  • Strong consulting skills and confirmed results working as a Trusted Advisor to drive business value for customers
  • Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and be adept at handling objections

Responsibilities

  • Use our Customer Success Methodology to understand their goals, assess their capabilities, and provide recommendations to help them accelerate the achievement of their business and technology objectives
  • Develop an understanding and knowledge of customer’s Salesforce implementation and evangelize the capabilities of Salesforce across all of our Clouds
  • Guide a customer on org strategy, governance and change management standard processes based on customer needs
  • Can demonstrate hands-on Salesforce product knowledge by applying platform features and functions to customer business priorities and roadmap
  • Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan
  • Produce and implement a comprehensive adoption path showing the current state, target future state with timeline, and an underlying enablement Plan.
  • Deliver business value and innovation to a customer’s business by understanding our customers’ key business challenges and potential for growth
  • Build and cultivate executive-level relationships with the customer’s IT and business executive leadership, sponsors, and decision makers to solidify our partnership and dedication to the customer business and IT sponsors & collaborator
  • Working with the account team and Salesforce Execs, optimally network within accounts from the Executive-Level down, in order to help customers work towards their goals
  • When appropriate, recommend additional Salesforce services and advisory experts needed to drive success
  • Proactively communicates technical product changes, degradations, outages, end of life and other relevant updates

FAQs

What is the primary role of a Customer Success Manager at Salesforce?

The primary role of a Customer Success Manager at Salesforce is to partner with customers to accelerate business value and ensure they realize the return on their investment with Salesforce. This involves demonstrating deep business, industry, and product knowledge, guiding customers through their digital journey, and helping them achieve their business and technology objectives.

What qualifications are preferred for this position?

Preferred qualifications for the Customer Success Manager position include a strong knowledge of Salesforce products and platform features, the ability to articulate the importance and value of governance, a good understanding of enterprise architecture principles, strong consulting skills, and a degree or equivalent relevant experience.

What level of experience is required for this role?

A successful candidate should have 7-10 years of relevant industry expertise, with in-depth knowledge in one or more lines of business (LoBs) or specific clouds or industries.

What type of relationships should a Customer Success Manager build with customers?

A Customer Success Manager should build and cultivate executive-level relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers to solidify the partnership and dedication to the customer's business and IT objectives.

How does a Customer Success Manager contribute to customer risk management?

A Customer Success Manager proactively identifies risks that may prevent a customer from achieving their business goals and works with the account team to build a risk mitigation plan.

What benefits does Salesforce offer to its employees?

Salesforce offers a variety of benefits including well-being reimbursement, generous parental leave, adoption assistance, fertility benefits, and more. Detailed information can be found on their benefits site.

Is Salesforce an inclusive workplace?

Yes, Salesforce is committed to creating a workforce that reflects society through inclusive programs and initiatives, such as equal pay and employee resource groups. They promote equality in their communities and workplaces.

Can I apply to multiple positions at Salesforce?

To ensure the best candidate experience, Salesforce recommends applying for a maximum of three roles within 12 months to avoid duplicating efforts.

How does the position facilitate business value for customers?

The Customer Success Manager delivers business value by understanding key business challenges, applying Salesforce capabilities to the customer's roadmap, and recommending additional Salesforce services as needed to drive success.

What is the significance of governance in the Customer Success Manager role?

Governance is significant as it helps align both business and IT strategy; a Customer Success Manager should be able to articulate its importance to executives and guide customers in establishing effective governance practices.

Salesforce

👋 We’re Salesforce, the Customer Company. AI + Data + CRM = Customer Magic. ✨

Technology
Industry
10,001+
Employees

Mission & Purpose

Salesforce is a leading cloud-based software company that provides customer relationship management (CRM) solutions and a wide range of enterprise applications. Their platform enables businesses to manage customer interactions, sales processes, marketing campaigns, and service operations in a centralised and efficient manner. Salesforce's ultimate mission is to empower companies to connect with their customers, partners, and employees in meaningful ways, fostering stronger relationships and driving business growth. Their purpose is to revolutionise the way businesses operate by offering a comprehensive suite of cloud-based tools and applications that streamline processes, enhance collaboration, and enable organisations to make data-driven decisions. With a strong focus on innovation, customer success,