Customer Success Manager

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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.

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World’s Most Innovative Company according to Forbes, and one of Fortune’s 100 Best Companies to Work six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who flourish with delivering success for our customers while also finding time to give back through our 1/1/1 model, which demonstrates 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!

Job Details
The CSM team within Signature Success is looking for a driven and customer-focused Customer Success Manager to serve as a main 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 CSM maintains awareness of the customer's key events, needs, potential risks, value drivers and being proactive.

As a trusted advisor, CSM will build a track record in customer success through good communication with collaborators 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 best practices, 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.

As 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.

Responsibilities

Develop and manage relationships with key customer business and IT partners to understand their top business goals and priorities, act as an internal authority on your customer's key value drivers and needs, and act as an internal point of contact on your customer to internal team members.
Help your customers achieve their business goals and outcomes on the Salesforce platform by:

Coordinating the completion of the Signature Success catalog of services as required for your customer

Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer

Acting 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 implementation

Reinforcing to your customer the value in the implementation of technical recommendations for improvement based on Proactive Monitoring guidance

Communicate the value of Signature Success. Be accountable for ensuring all stakeholders understand this value so that customers continue to renew Signature Success.
During infrastructure service degradations or disruptions that occur during normal business hours, provide regular updates and communications to key customer contacts. Partner with internal teams like Signature Support delivery and the Critical Incident Center for after-hours coordination. Following infrastructure incidents that impact customers, supervise the internal root cause analysis efforts to provide the customer a description of the cause and future prevention actions.
Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.

Technical requirement

• Expertise in Mulesoft or TIBCO OR Boomi is required

• Flexibility in terms of AMER Shifts is required

• 5+ years proven ability building or supporting enterprise-grade Java-based or Integration or API Management systems such as Mulesoft involving cloud providers

• Demonstrable understanding of HTML, CSS, and JavaScript.

• Deep knowledge of Internet technologies and protocols such as TLS, HTTP , REST, Webservices, firewalls, web servers, proxy servers

• Experience in Connectivity with Enterprise SaaS solutions such as Salesforce, Netsuite, Workday etc

• In-depth knowledge of database concepts and data management (RDBMS) and SQL.

• Experience in troubleshooting container and container management technologies such as Docker / Kubernetes.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.