Salesforce
Customer Success Manager - Higher Education
Salesforce, Washington, District of Columbia, us, 20022
Customer Success Manager - Higher Education
Join to apply for the Customer Success Manager - Higher Education role at Salesforce. About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. 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. Agentforce is the future of AI, and you are the future of Salesforce. Role Description
For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, delivered by our most skilled experts, 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) on the Education Portfolio Customer Success team, you will serve as a named resource and partner for Salesforce’s most complex public and private university customers. You are a trusted advisor, forging deep relationships with your customers and account teams, maintaining an 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. 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. This will require deep technical knowledge of the Salesforce platform, and the ability to work closely across internal and external teams to provide a unified Signature experience. Your Impact 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 platform by coordinating the completion of the Signature Success catalog of services as required for your customer. Provide timely, proactive Salesforce feature guidance based on the areas of interest for your customer. Act 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 and ensure all collaborators understand this value so that customers continue to renew Signature Success. Advocate for customers during triage and resolution of high severity cases to assist with timely resolution of issues. Occasional travel to customer sites and some after-hour or weekend coverage may be required depending on the customer’s need. Minimum Requirements Minimum of 8 years work experience in one or more of the following: Technical Customer Success, 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 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. Knowledge of software development process and design methodologies. Experience leading cross-functional teams to facilitate resolution or disposition of customer needs or projects. Preferred Requirements Salesforce product certifications are a plus: AI Associate, Administrator, Advanced Administrator, Data Cloud, Sales Cloud Consultant, Service Cloud Consultant, Education Cloud. Knowledge of Salesforce products and features, capabilities, best use, and how to deploy. Experience working with Enterprise-level customers in an education setting. Note: This role is office-flexible, and the expectation is to be in office 3 days per week (Bellevue/Seattle, Chicago, Indianapolis, Atlanta, Washington, DC). Accommodations available if you require assistance due to a disability applying for open positions. Posting Statement: Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. We believe in equality for all and strive to create an inclusive workplace free from discrimination. For details, see the company benefits and compensation information for your location. Seniority level: Not Applicable Employment type: Full-time Job function: Other Industries: Software Development, IT Services and IT Consulting, and Technology, Information and Internet
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Join to apply for the Customer Success Manager - Higher Education role at Salesforce. About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. 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. Agentforce is the future of AI, and you are the future of Salesforce. Role Description
For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, delivered by our most skilled experts, 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) on the Education Portfolio Customer Success team, you will serve as a named resource and partner for Salesforce’s most complex public and private university customers. You are a trusted advisor, forging deep relationships with your customers and account teams, maintaining an 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. 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. This will require deep technical knowledge of the Salesforce platform, and the ability to work closely across internal and external teams to provide a unified Signature experience. Your Impact 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 platform by coordinating the completion of the Signature Success catalog of services as required for your customer. Provide timely, proactive Salesforce feature guidance based on the areas of interest for your customer. Act 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 and ensure all collaborators understand this value so that customers continue to renew Signature Success. Advocate for customers during triage and resolution of high severity cases to assist with timely resolution of issues. Occasional travel to customer sites and some after-hour or weekend coverage may be required depending on the customer’s need. Minimum Requirements Minimum of 8 years work experience in one or more of the following: Technical Customer Success, 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 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. Knowledge of software development process and design methodologies. Experience leading cross-functional teams to facilitate resolution or disposition of customer needs or projects. Preferred Requirements Salesforce product certifications are a plus: AI Associate, Administrator, Advanced Administrator, Data Cloud, Sales Cloud Consultant, Service Cloud Consultant, Education Cloud. Knowledge of Salesforce products and features, capabilities, best use, and how to deploy. Experience working with Enterprise-level customers in an education setting. Note: This role is office-flexible, and the expectation is to be in office 3 days per week (Bellevue/Seattle, Chicago, Indianapolis, Atlanta, Washington, DC). Accommodations available if you require assistance due to a disability applying for open positions. Posting Statement: Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. We believe in equality for all and strive to create an inclusive workplace free from discrimination. For details, see the company benefits and compensation information for your location. Seniority level: Not Applicable Employment type: Full-time Job function: Other Industries: Software Development, IT Services and IT Consulting, and Technology, Information and Internet
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