Customer Success Manager – Global Public Sector, NGO, Higher Education

Role Overview

• Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
• Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle
• Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
• Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
• Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks.
• Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems.
• Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing
• Share best practices for sales and service process optimization, data quality, and customer experience
• Drive adoption of Tableau Cloud features with reps, agents, managers, supervisors, and ops teams
• Track usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores)
• Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership.
• Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their problems.
• Solidify partnership commitments and drive innovation aligned with customers' business challenges.

Requirements

• Experienced business professional, preferably with 3+ years of relevant industry expertise in Customer Success, Salesforce platform use, or related fields.
• Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
• Possess industry-relevant expertise and begin honing skills in a relevant functional area.
• Should understand the broad impact of the industry on the customer’s business.
• Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms.
• Must have Cloud/Platform Requirements (Including above): Plus 3-4 years experience supporting customers using Sales Cloud, or Service Cloud.
• Working knowledge of core features: Sales Cloud: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards Service Cloud: Cases, Knowledge, Queues, Service Console, Omni-Channel routing
• Understanding of Sales (lead-to-cash, opportunity management, pipeline management) and Service (case management, escalation, SLA management) processes.
• Familiarity with Sales Cloud automation (workflows, process builder, flows for sales processes) and Service Cloud automation (email-to-case, web-to-case, case assignment rules, macros)
• Ability to demonstrate Lightning Sales/Service Console and mobile app
• Knowledge of common sales (territory management, lead assignment, opportunity stages) and Services (case deflection, knowledge management, multi-channel support) use cases.

Tech Stack

• Cloud
• Tableau

Benefits

• Health insurance
• Flexible working hours
• Professional development opportunities
• Paid time off
• Remote work options