Salesforce
Director, Customer Success Management, Digital
Salesforce, Chicago, Illinois, United States, 60290
Overview
Director, Customer Success Management, Digital at Salesforce. The Customer Success team within Signature Success is looking for a driven Customer Success Manager, Director to serve as a primary point of contact for Salesforce’s largest and highest-profile customers. You will partner 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. You will act as the main technical interface for your customers, coordinating with internal and external stakeholders to address needs and drive success.
Role Description This role focuses on our Digital Signature customers, driving customer advocacy and reducing attrition by collaborating with Digital Sales partners, expanding Signature coverage, consuming Premier entitlements, and making strategic customer investments that foster trusted growth and success. You will build deep relationships with customers and account teams, develop an extensive technical understanding of their Salesforce implementation, and translate business needs into effective solutions. You will encourage adoption of proactive services and ensure readiness for critical peak events. You may be required to travel to customer sites occasionally and provide after-hours or weekend coverage as needed.
Your Impact
Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, renewal, and expansion.
Cultivate and maintain relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
Help customers achieve business goals on the Salesforce platform by:
Coordinating the completion of the Signature Success catalog of services as required for the customer.
Providing timely, proactive Salesforce feature guidance based on customer interests.
Advising on adoption of new features from Salesforce’s annual release schedules and identifying potential challenges and risks.
Communicate the value of Signature Success and ensure all collaborators understand this value to support renewals.
Advocate for customers during triage and resolution of high-severity cases to support timely resolution.
Occasional travel to customer sites and after-hours or weekend coverage may be required depending on customer needs.
Minimum Requirements
8–10+ years of 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 the ability to influence at all levels, including executive and C-level.
Ability to analyze technical concepts and translate them into business terms; map business requirements to technical features.
Experience explaining complex technical concepts in business terms to customers and translating needs to internal partners.
Knowledge of software development processes and design methodologies.
Experience leading cross-functional teams to resolve customer needs or projects.
Preferred Requirements
Experience with Salesforce Marketing Cloud and/or Commerce Cloud, or competing platforms (e.g., Shopify, Adobe, Marketo).
Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist, B2C Commerce Developer, Marketing Cloud: Administrator/Consultant/Email Specialist/Engagement Specialist).
Knowledge of Salesforce products, capabilities, and deployment best practices.
Experience working with enterprise-level customers.
Note This role is office-flexible, with an expectation to be in the office 3 days per week.
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. Our policy explains rights and protections and affirms that hiring decisions are based on merit. For details, including salary ranges by location, see the company benefits page and posting statements.
Job Details
Seniority level: Not Applicable
Employment type: Full-time
Job function: Other
Industries: Software Development, IT Services and IT Consulting, Technology, Information and Internet
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Role Description This role focuses on our Digital Signature customers, driving customer advocacy and reducing attrition by collaborating with Digital Sales partners, expanding Signature coverage, consuming Premier entitlements, and making strategic customer investments that foster trusted growth and success. You will build deep relationships with customers and account teams, develop an extensive technical understanding of their Salesforce implementation, and translate business needs into effective solutions. You will encourage adoption of proactive services and ensure readiness for critical peak events. You may be required to travel to customer sites occasionally and provide after-hours or weekend coverage as needed.
Your Impact
Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, renewal, and expansion.
Cultivate and maintain relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
Help customers achieve business goals on the Salesforce platform by:
Coordinating the completion of the Signature Success catalog of services as required for the customer.
Providing timely, proactive Salesforce feature guidance based on customer interests.
Advising on adoption of new features from Salesforce’s annual release schedules and identifying potential challenges and risks.
Communicate the value of Signature Success and ensure all collaborators understand this value to support renewals.
Advocate for customers during triage and resolution of high-severity cases to support timely resolution.
Occasional travel to customer sites and after-hours or weekend coverage may be required depending on customer needs.
Minimum Requirements
8–10+ years of 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 the ability to influence at all levels, including executive and C-level.
Ability to analyze technical concepts and translate them into business terms; map business requirements to technical features.
Experience explaining complex technical concepts in business terms to customers and translating needs to internal partners.
Knowledge of software development processes and design methodologies.
Experience leading cross-functional teams to resolve customer needs or projects.
Preferred Requirements
Experience with Salesforce Marketing Cloud and/or Commerce Cloud, or competing platforms (e.g., Shopify, Adobe, Marketo).
Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist, B2C Commerce Developer, Marketing Cloud: Administrator/Consultant/Email Specialist/Engagement Specialist).
Knowledge of Salesforce products, capabilities, and deployment best practices.
Experience working with enterprise-level customers.
Note This role is office-flexible, with an expectation to be in the office 3 days per week.
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. Our policy explains rights and protections and affirms that hiring decisions are based on merit. For details, including salary ranges by location, see the company benefits page and posting statements.
Job Details
Seniority level: Not Applicable
Employment type: Full-time
Job function: Other
Industries: Software Development, IT Services and IT Consulting, Technology, Information and Internet
#J-18808-Ljbffr