Overview
Customer Success Manager, Director (Enterprise Life Sciences) at Salesforce. This role focuses on delivering Signature Success for enterprise Life Sciences customers, aligning Salesforce capabilities to business outcomes, and driving sustained value from the Salesforce investment.
Role Description
For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, 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.
As a Customer Success Manager (CSM), you will serve as a named resource and partner for Salesforce’s customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams, maintaining awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers’ business needs, you will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Salesforce investment. You will act as a point of contact for major customer incidents, managing expectations and communications through the resolution of such incidents.
This CSM Director position will be aligned to the Enterprise Life Sciences (Pharma and Med Tech) customer segment. Involvement may include supporting Life Sciences customers with business priorities, aligning Salesforce capabilities to business outcomes, supporting key events such as product launches, technical deployments, platform performance health and issue resolution, and industry-specific adoption of our Core Clouds, Agentforce, Data Cloud and Life Sciences Cloud. This requires strong consultative and communication skills in addition to technical knowledge of the Salesforce platform, and the ability to work closely across internal and external teams to provide a unified Signature experience.
These activities enable you to proactively set the customer up for success through optimization of the platform, with particular attention during critical peak events. This role requires deep technical knowledge of the Salesforce platform and the ability to collaborate across teams to deliver a unified Signature experience.
Your Impact
- Uses multi-cloud expertise to effectively orchestrate Signature experience across the most strategic, sophisticated customers
- May act as lead CSM orchestrating CSMs for multi-org, multi-cloud customers (including Global Customers with CSMs in multiple geos)
- Aligns with and leads Business and Technical stakeholders, Account Success team, and internal partners around customer goals, ensuring value is delivered through Signature
- Single point of customer accountability, building and maintaining strong, trusted relationships
- Drives Customer Success Score metrics for customers; handles escalations and red accounts
Minimum Requirements
- Experienced professional with 9+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture
- Knowledge of Salesforce product and platform features, capabilities, and standard methodologies, and a good understanding of enterprise architecture principles
- Strong consultative skills, deep curiosity, and proven results working as a Trusted Advisor to drive business value for customers
- Executive-level interpersonal skills with the ability to drive effective conversations at the C-Level and strong presentation skills with a track record of influencing at an executive level
- Ability to facilitate difficult discussions and handle objections
Preferred Requirements
- Experience with Salesforce Sales, Service, Health Clouds and/or a competing Core or HLS Industry technology
- Salesforce product certifications are a plus (Agentforce Specialist, Administrator, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud, Advanced Administrator, Platform App Builder)
- Knowledge of Salesforce products and features, capabilities, best use, and deployment strategies
- Experience working with Enterprise-level customers
Additional Information
Accommodations: If you require assistance due to a disability applying for open positions please submit a request via the Accommodations Request Form.
Posting Statement: Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. Details on rights and compensation vary by location. For Illinois and Massachusetts-based roles, base salary ranges are provided in company materials. Salesforce offers a variety of benefits including time off, health coverage, 401(k), and stock purchase programs. More details about company benefits can be found at the Salesforce benefits site.
Referral information and job postings in the Boston area may appear in the job description for visibility; apply to relevant roles and stay informed about new opportunities.
#J-18808-Ljbffr