Salesforce
Customer Success Manager - Higher Education
Salesforce, Chicago, Illinois, United States, 60290
Customer Success Manager - Higher Education
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. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. Role Description
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 any major customer incidents, being responsible for managing expectations and communications through the resolution of such incidents. 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. 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. 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 both 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 efforts of 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. Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.
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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. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. Role Description
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 any major customer incidents, being responsible for managing expectations and communications through the resolution of such incidents. 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. 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. 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 both 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 efforts of 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. Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.
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