Customer Success Manager, Global Public Sector (FedCiv/Core Clouds)

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. The Customer Success Manager (CSM) will serve as a trusted advisor to Salesforce’s customer organizations, helping them maximize the value of their Salesforce investment and ensuring their operational health through proactive support and relationship management.

Responsibilities:

• Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, 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 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
• The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage, depending on the customer’s need

Requirements:

• Minimum of 8 years of work experience in one or more of the following: Technical Customer Success, Salesforce CRM or SaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture
• Experience with Salesforce Sales and Service Clouds
• 4+ years' experience in management consulting services
• 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 analyzing technical concepts and translating them into business terms and 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
• 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
• Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Data 360 Consultant)
• Knowledge of Salesforce products and features, capabilities, best use, and how to deploy
• Experience working with Enterprise-level customers