Salesforce
Customer Success Manager - Core Clouds (Financial Services)
Salesforce, Atlanta, Georgia, United States, 30383
Overview
Customer Success Manager - Core Clouds (Financial Services) at Salesforce. The role focuses on helping customers maximize value from Salesforce with enterprise and rapid support, delivered by Signature Success Plan. As a CSM, you will be a named resource and partner for Salesforce’s customer organizations, act as a trusted advisor, build deep relationships with customers and account teams, monitor events and risks, and help improve technical and operational health to realize maximum value from the Salesforce investment. You may serve as the point of contact for major customer incidents and manage expectations and communications through resolution. Responsibilities
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 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. Provide timely, proactive Salesforce feature guidance based on areas of interest for the customer. Advise customers on the adoption of new features from Salesforce’s annual release schedules and identify potential challenges and risks to implementations. 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 assist with timely resolution. Occasional travel to customer sites and potential after-hours or weekend coverage depending on customer needs. Minimum Requirements
8+ years of work experience in one or more of: 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 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. Ability to explain complex technical concepts in business terms to customers and translate needs to internal partners. Knowledge of software development processes and design methodologies. Experience leading cross-functional teams to resolve customer needs or projects. Preferred Qualifications
3+ years working with customers in the Financial Services industry; Banking and Wealth Management experience 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, and deployment best practices. 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). 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. The policy covers all aspects of employment decisions and is in line with applicable laws. Compensation varies by location and experience. For New York-based roles, the base salary range is $145,200 to $199,700; for Washington-based roles, $133,400 to $183,500; for Illinois-based roles, $133,400 to $183,500. Benefits include time off, health coverage, 401(k), stock purchase program, and more. More details about benefits are available at the Salesforce Benefits site.
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Customer Success Manager - Core Clouds (Financial Services) at Salesforce. The role focuses on helping customers maximize value from Salesforce with enterprise and rapid support, delivered by Signature Success Plan. As a CSM, you will be a named resource and partner for Salesforce’s customer organizations, act as a trusted advisor, build deep relationships with customers and account teams, monitor events and risks, and help improve technical and operational health to realize maximum value from the Salesforce investment. You may serve as the point of contact for major customer incidents and manage expectations and communications through resolution. Responsibilities
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 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. Provide timely, proactive Salesforce feature guidance based on areas of interest for the customer. Advise customers on the adoption of new features from Salesforce’s annual release schedules and identify potential challenges and risks to implementations. 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 assist with timely resolution. Occasional travel to customer sites and potential after-hours or weekend coverage depending on customer needs. Minimum Requirements
8+ years of work experience in one or more of: 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 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. Ability to explain complex technical concepts in business terms to customers and translate needs to internal partners. Knowledge of software development processes and design methodologies. Experience leading cross-functional teams to resolve customer needs or projects. Preferred Qualifications
3+ years working with customers in the Financial Services industry; Banking and Wealth Management experience 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, and deployment best practices. 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). 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. The policy covers all aspects of employment decisions and is in line with applicable laws. Compensation varies by location and experience. For New York-based roles, the base salary range is $145,200 to $199,700; for Washington-based roles, $133,400 to $183,500; for Illinois-based roles, $133,400 to $183,500. Benefits include time off, health coverage, 401(k), stock purchase program, and more. More details about benefits are available at the Salesforce Benefits site.
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