Salesforce
Customer Success Manager - Core Clouds (Financial Services)
Salesforce, Seattle, Washington, us, 98127
Overview
Customer Success Manager - Core Clouds (Financial Services) at Salesforce. This role focuses on delivering maximum value from Salesforce through the Signature Success Plan, acting as a trusted advisor and primary point of contact for the customer’s success and ongoing partnerships. Role Description
For customers who want enterprise-level value from Salesforce with rapid support, you will work as a named resource and partner for Salesforce’s customer organizations. You are a trusted advisor, building deep relationships with customers and account teams, monitoring events, needs, risks, and value drivers, and helping improve customers’ technical and operational health to realize maximum value from Salesforce. You will act as the point of contact for major customer incidents, managing expectations and communications through resolution. These activities enable proactive success through platform optimization, with a focus during critical peak events. This requires deep technical knowledge of the Salesforce platform and collaboration across internal and external teams to provide a unified Signature experience. Your Impact
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 customer IT and business executive leadership, sponsors, and decision-makers who 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 the customer’s areas of interest. Advising on adoption of new features aligned to Salesforce release cycles and identifying potential challenges and risks to the implementation. Communicating the value of Signature Success and ensuring all collaborators understand this value to support renewals. Advocating for customers during triage and resolution of high-severity cases to aid timely resolution. Occasional travel to customer sites and after-hours or weekend coverage may be required depending on the customer’s needs. Minimum Requirements
Minimum of 8 years of work experience in one or more: technical customer success, Salesforce CRM or SaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture. Experience with Salesforce Sales Cloud and/or Service Cloud or a relevant competing platform. 4+ years’ experience in management consulting services. Exceptional communication and presentation skills with the ability to influence at all organizational levels, including executive and C-level. Ability to analyze technical concepts and translate them into business terms, mapping business requirements to technical features. Ability to explain complex technical concepts in business-friendly terms to customers and communicate customer 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
3+ years of experience with customers in the Financial Services industry; Banking and Wealth Management experience is preferred. Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant). Knowledge of Salesforce products, features, capabilities, best uses, and deployment. Experience working with enterprise-level customers. Note
This role is office-flexible, with expectation to work from a Salesforce office three days per week (New York, Chicago, Indianapolis, Atlanta, or Seattle/Bellevue). Compensation and Benefits
Salesforce offers a variety of benefits and compensation details are location-based. The posting includes salary ranges for New York, Washington, and Illinois-based roles as part of the candidate information. Equal Opportunity
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants. Recruitment, hiring, promotion decisions are based on merit regardless of race, religion, color, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or other classifications protected by law. Details on compensation and benefits are provided where applicable.
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Customer Success Manager - Core Clouds (Financial Services) at Salesforce. This role focuses on delivering maximum value from Salesforce through the Signature Success Plan, acting as a trusted advisor and primary point of contact for the customer’s success and ongoing partnerships. Role Description
For customers who want enterprise-level value from Salesforce with rapid support, you will work as a named resource and partner for Salesforce’s customer organizations. You are a trusted advisor, building deep relationships with customers and account teams, monitoring events, needs, risks, and value drivers, and helping improve customers’ technical and operational health to realize maximum value from Salesforce. You will act as the point of contact for major customer incidents, managing expectations and communications through resolution. These activities enable proactive success through platform optimization, with a focus during critical peak events. This requires deep technical knowledge of the Salesforce platform and collaboration across internal and external teams to provide a unified Signature experience. Your Impact
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 customer IT and business executive leadership, sponsors, and decision-makers who 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 the customer’s areas of interest. Advising on adoption of new features aligned to Salesforce release cycles and identifying potential challenges and risks to the implementation. Communicating the value of Signature Success and ensuring all collaborators understand this value to support renewals. Advocating for customers during triage and resolution of high-severity cases to aid timely resolution. Occasional travel to customer sites and after-hours or weekend coverage may be required depending on the customer’s needs. Minimum Requirements
Minimum of 8 years of work experience in one or more: technical customer success, Salesforce CRM or SaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture. Experience with Salesforce Sales Cloud and/or Service Cloud or a relevant competing platform. 4+ years’ experience in management consulting services. Exceptional communication and presentation skills with the ability to influence at all organizational levels, including executive and C-level. Ability to analyze technical concepts and translate them into business terms, mapping business requirements to technical features. Ability to explain complex technical concepts in business-friendly terms to customers and communicate customer 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
3+ years of experience with customers in the Financial Services industry; Banking and Wealth Management experience is preferred. Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant). Knowledge of Salesforce products, features, capabilities, best uses, and deployment. Experience working with enterprise-level customers. Note
This role is office-flexible, with expectation to work from a Salesforce office three days per week (New York, Chicago, Indianapolis, Atlanta, or Seattle/Bellevue). Compensation and Benefits
Salesforce offers a variety of benefits and compensation details are location-based. The posting includes salary ranges for New York, Washington, and Illinois-based roles as part of the candidate information. Equal Opportunity
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants. Recruitment, hiring, promotion decisions are based on merit regardless of race, religion, color, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or other classifications protected by law. Details on compensation and benefits are provided where applicable.
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