Senior 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

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.

The Success Manager leverages deep business, industry, and product knowledge to collaborate with customers, helping them maximize business value and ROI from their Salesforce investment. In this role, the Success Manager will specialize in one or more business lines, Tableau, or specific industries to effectively communicate in the customer's language and ensure they realize value. They engage with key stakeholders, building and nurturing strong relationships to support customers on their digital transformation journey.

Success Managers work directly with a diverse range of customers, varying in market segment, size, solution complexity, and lifecycle, based on customer needs. For Salesforce multi-cloud customers, Success Managers engage all internal stakeholders to deliver best practices, ensuring seamless integration and optimal use of Salesforce solutions. They coordinate across various teams to provide a unified approach, driving customer success and maximizing the value of their multi-cloud investment.

The ideal Success Manager will possess both Tableau expertise and industry-specific skills, enabling them to effectively communicate with customers and drive their success.

Responsibilities:

• Leverage our Customer Success Methodology and partner with customers stakeholders to understand their goals, assess their capabilities and provide recommendations to help them accelerate 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 best practices 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 execute 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 foster executive-level relationships with the customer’s IT and business executive leadership, sponsors and decision makers to solidify our partnership and commitment to the customer business and IT sponsors & stakeholders

• Working collaboratively with the account team and Salesforce Execs, effectively network within accounts from the Executive-Level down, in order to help customers achieve their objectives

• 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

• Language: Japanese - Fluent (both written and oral)

Preferred Qualifications & Skills:

• Experienced professional with 7+ years relevant industry expertise

• In-depth knowledge in one or more line of businesses (LoB) - Tableau or industry

• Strong consulting skills and proven 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 adept at handling objections

• Strong knowledge of Salesforce product and platform features, capabilities, and best use is highly desired

• Able to articulate the importance and value of Governance to Business and IT executives

• Good understanding of enterprise architecture principles strongly preferred

• Ability to quickly grasp and distinctly explain technological and business concepts

• Language: English - Business Level (both written and oral)

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

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.