Customer Success Manager, Marketing Cloud

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Salesforce

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1999

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

SaaS • B2B • Artificial Intelligence

Salesforce is a leading cloud-based software company that provides a comprehensive customer relationship management (CRM) platform. The platform connects all company data and teams on an integrated, AI-driven system to improve sales, customer service, and marketing efforts. Salesforce offers scalable solutions for businesses of all sizes, including small and medium enterprises, and provides industry-specific solutions to modernize operations, save time, and reduce costs. Salesforce also offers educational resources through Trailhead and a wide selection of apps on AppExchange to extend its CRM capabilities.

📋 Description

• Function as the Marketing Cloud Subject Matter Expert (SME) for the technical and operational configuration (and needs) of the customer. • Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion. • Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature. • Help your customers achieve their business goals and outcomes on the Salesforce Marketing 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 • Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success. • Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues. • Proactive Support & Enhancement: Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement. • Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities. • The CSM may be required to occasionally be available for some after-hour or weekend coverage depending on the customer’s need. • Evolution of Roles: Anticipate and adapt to role changes per evolving Salesforce needs.

🎯 Requirements

• Experienced 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. • Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level. • Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features. • Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners. • Coordinate and work closely with high volume events and/or key events for the customer. • Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.

🏖️ Benefits

• Accommodations for reasonable needs during application process