Customer Success & Operations Manager

Job CategoryCustomer SuccessJob Details****About Salesforce****Salesforce is the #1 AI CRM, where humans with agents drive customer success together. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled guides, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.**Role Description**The 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.As 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.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.The 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.**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* Communicate the value of Signature Success. Proactive Support & Enhancement: Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.* 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.**Minimum Skills:*** Experienced professional with 5+ years of relevant industry expertise in Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.* Exceptional English communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.* Knowledge of software development process and design methodologies.* Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects.**Preferred Requirements:*** +2 years in the Salesforce Ecosystem.* Salesforce product certifications are a plus (Administrator, Advanced Administrator, Platform App Builder, Service Cloud Consultant, Sales Cloud Consultant).* Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.* This position will require you to work from your local Salesforce office 3 to 4 days a week.Unleash Your PotentialWhen you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and *be your best*, and our AI agents accelerate your impact so you can *do your best*. 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.### ### ### ### ### ### ###

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