CUSTOMER SUCCESS MANAGER - MARKETING CLOUD

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ob CategoryCustomer SuccessJob DetailsAbout SalesforceWe’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.
he Customer Success team within Signature Success is looking for a driven and customer-focused Customer Success Manager (CSM) to serve as a primary contact point for Salesforce’s largest and highest-profile customers.
You will have responsibility for partnering with a small number of assigned accounts, maintaining a continual focus on the customer’s business goals to improve their overall technical and operational health and realize the maximum value out of their Salesforce investment.
The Customer Success Manager maintains awareness of the customer's key events, needs, potential risks, and value drivers.
s a trusted advisor, the CSM will build a track record in customer success through superb communication with partners and extensive knowledge of the Salesforce platform to translate their business needs to solutions.
You will forge relationships with your customers and account teams, develop a deep technical understanding of their Salesforce implementation, share standard methodologies, and adoption of proactive services.
These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events.
s a CSM, you will occasionally act as a point of contact for any major incidents, owning the customer’s expectations and communications through the resolution of such incidents.
The CSM acts as the technical main interface on behalf of our customers and works closely across both internal and external collaborators, including partners and ISVs, as required to address the customer needs.
he ideal CSM has an extraordinary focus on the success of the customer, is an exceptional communicator, exhibits professionalism, is dedicated to meeting and exceeding expectations, enjoys forming relationships, has excellent collaboration skills, and has the ability to learn new technologies quickly.
our ImpactFunction as the Marketing Cloud Subject Matter Expert (SME) for the technical and operational configuration (and needs) of the customer.
erve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion.
ultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
elp your customers achieve their business goals and outcomes on the Salesforce Marketing platform by.
oordinating the completion of the Signature Success catalog of services as required for your customerProviding timely, proactive Salesforce feature guidance based on the areas of interest for your customerActing as an advisor to your customers for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementationCommunicate the value of Signature Success.
Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success.
ct as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.
roactive Support & Enhancement.
Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
nternal Relationship Building.
Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
he CSM may be required to occasionally be available for some after-hour or weekend coverage depending on the customer’s need.
volution of Roles.
Anticipate and adapt to role changes per evolving Salesforce needs.
inimum Skills.
xperienced professional with 5+ years of relevant industry expertise in Technical Customer Success, Customer Success Manager, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
xceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
kills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.
bility to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
oordinate and work closely with high volume events and/or key events for the customer.
xperience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.
referred Requirements:+2 years in Salesforce Ecosystem.
alesforce product certifications are a plus (Marketing Associate, Marketing Cloud Administrator, Salesforce Certified Associate, Marketing Cloud Account Engagement Specialist, Marketing Cloud Email Specialist).
eep understanding of Marketing Cloud, marketing automation, personalization, advertising, and/or marketing platforms.
eep understanding of Digital Marketing processes, challenges and trendsKnowledge of Salesforce Marketing Cloud features and applications and able to articulate the value and how a Customer can benefit from Signature Success for Marketing CloudKnowledge of Salesforce product suite and features, capabilities, best use, and how to deploy, including knowledge of the Salesforce platform and ecosystem.
egree or equivalent experience required.
Experience will be evaluated based on the strengths you'll need for the role (e.
.
demonstrated behaviors in previous jobs, that align to role needs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)This position will require you to work from your local Salesforce office 3 to 4 days a week.
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model, focused on giving back to the community? The success in giving back has helped us and our Trailblazer community become a leader in philanthropy, culture, and innovation.
We are one of the World’s Most Innovative Companies, according to Forbes, we are #1 in PEOPLE’s Top 15 Companies that Care, and are on Fortune’s Change the World list.
Values create value.
Our values helped drive our revenue number to $ billion dollars in fiscal years in .
e have a public-facing website that explains our various benefits for.
ealth benefitsFinancial benefits and perksTime off and leave policiesParental benefitsPerks and discountsVisit https://www.
alesforcebenefits.
om/ for the full breakdown.
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