Customer Success Manager - Philippines

The Customer Success Manager (CSM) within the Signature Success team acts as the primary technical point of contact for Salesforce's largest and most important customers. The focus is on proactively ensuring customer success by understanding their business goals, technical environment, and helping them maximize the value of their Salesforce investment, specifically concerning their Salesforce Sales Cloud, Service Cloud, or Financial Services Cloud implementations. The CSM builds strong relationships with customer stakeholders and internal teams. They provide technical guidance, best practices, and proactive support to optimize the customer's Salesforce implementation. They play a crucial role in managing customer expectations and communications during critical incidents.

Key Responsibilities and Impact:

Role Overview:

• Relationship Management: Develop and maintain relationships with key business and IT partners to understand their goals and priorities.
• Value Realization: Help customers achieve their business outcomes by coordinating Signature Success services, providing proactive feature guidance, and advising on new Salesforce releases.
• Technical Expertise: Act as a trusted advisor on the Salesforce platform, with a specific focus on Sales Cloud, Service Cloud, or Financial Services Cloud capabilities and best practices. Translate business needs into technical solutions within the Salesforce ecosystem.
• Proactive Support: Identify potential challenges and risks related to the customer's Salesforce implementation, reinforce the value of technical recommendations, and proactively set customers up for success.
• Incident Management: Provide regular updates and communications during infrastructure service degradations affecting the customer's Salesforce instance, partnering with internal teams for resolution. Track root cause analysis and communicate findings to customers.
• Advocacy: Act as a customer advocate during the triage and resolution of high-severity cases related to their Salesforce platform usage.
• Value Communication: Clearly communicate the value of Signature Success to ensure customer renewals.
• Collaboration: Work closely with internal teams (e.g., Support, Product, Sales) and external partners (including ISVs) to address customer needs related to their Salesforce solutions.

Technical Requirements:

• Salesforce Platform Experience: hands-on experience working directly with Salesforce Sales Cloud, Service Cloud, or Financial Services Cloud, including configuration, implementation, or technical management.
• Broader CRM Experience: Experience with application development, configuration, or implementation within other enterprise CRM systems, such as SAP CRM or Oracle Siebel/Fusion CRM, is beneficial.

Additional Requirements (Broader CSM Skills):

• Experience in Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, or Technical/Solutions Architecture, particularly within the CRM domain.
• Exceptional communication and presentation skills at all organizational levels, including executive and C-level.
• Ability to analyze technical concepts (especially related to Salesforce CRM) and translate them into business terms, and vice versa.
• Knowledge of software development processes and design methodologies as they apply to CRM implementations.
• Experience leading cross-functional teams to resolve customer needs or projects.
• Fluency in English & Filipino/Tagalog at a business professional level is required.

Preferred Requirements:

• Relevant Salesforce certifications are highly desirable, such as:
• Salesforce Certified Administrator
• Salesforce Certified Sales Cloud Consultant
• Salesforce Certified Service Cloud Consultant
• Salesforce Certified Financial Services Cloud Accredited Professional (or related FSC certs)
• Salesforce Certified Platform App Builder
• Deep knowledge of Salesforce products and features, capabilities, best use cases, and deployment strategies within Sales, Service, or Financial Services contexts.
• Experience working with Enterprise-level customers.

In summary, this CSM role requires a technically knowledgeable individual with strong communication and relationship-building skills. They need significant hands-on experience with core Salesforce CRM platforms (Sales Cloud, Service Cloud, or FSC), potentially supplemented by experience with other enterprise CRMs like SAP or Oracle. Holding relevant Salesforce certifications and fluency in Tagalog are key requirements for the role. The ideal candidate is passionate about driving customer success within the Salesforce ecosystem, proactive in their approach, and adept at managing complex technical and business requirements for large enterprise clients.