Salesforce
Customer Success Manager (Financial Services)
Salesforce, Atlanta, Georgia, United States, 30383
Overview
Customer Success Manager (Financial Services) at Salesforce. Join to apply for the Customer Success Manager (Financial Services) role at Salesforce. Role Description
For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, 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), you will serve as a named resource and partner for Salesforce’s customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams, maintaining 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 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 resolution. These activities enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events. This role requires deep technical knowledge of the Salesforce platform and the ability to work closely across internal and external teams to provide a unified Signature experience. Responsibilities
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 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. Advocate for customers during triage and resolution of high severity cases to assist with timely resolution. 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, Salesforce CRM, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture. Experience with Salesforce Sales Cloud and/or Service Cloud, and/or relevant competing platforms. 4+ years of experience in management consulting services. Experience within the Financial Services industry. Experience working with Enterprise-level customers. 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, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, B2C Commerce Developer, Marketing Cloud Suite, Data Cloud). Knowledge of Salesforce products and features, capabilities, best use, and how to deploy. Note: This role is office-flexible, and the expectation is to be in office 3 days per week (Bellevue/Seattle, Chicago, Indianapolis, Atlanta, or NYC). Accommodations information and equal opportunity employment statements are available in the posting. Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. Compensation ranges vary by location and are determined by factors such as location, job level, job-related knowledge, skills, and experience. New York: $145,200 - $199,700; Washington: $133,400 - $183,500; California: $145,200 - $199,700; Illinois: $133,400 - $183,500. Details on benefits are available at Salesforce benefits site.
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Customer Success Manager (Financial Services) at Salesforce. Join to apply for the Customer Success Manager (Financial Services) role at Salesforce. Role Description
For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, 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), you will serve as a named resource and partner for Salesforce’s customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams, maintaining 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 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 resolution. These activities enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events. This role requires deep technical knowledge of the Salesforce platform and the ability to work closely across internal and external teams to provide a unified Signature experience. Responsibilities
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 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. Advocate for customers during triage and resolution of high severity cases to assist with timely resolution. 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, Salesforce CRM, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture. Experience with Salesforce Sales Cloud and/or Service Cloud, and/or relevant competing platforms. 4+ years of experience in management consulting services. Experience within the Financial Services industry. Experience working with Enterprise-level customers. 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, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, B2C Commerce Developer, Marketing Cloud Suite, Data Cloud). Knowledge of Salesforce products and features, capabilities, best use, and how to deploy. Note: This role is office-flexible, and the expectation is to be in office 3 days per week (Bellevue/Seattle, Chicago, Indianapolis, Atlanta, or NYC). Accommodations information and equal opportunity employment statements are available in the posting. Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. Compensation ranges vary by location and are determined by factors such as location, job level, job-related knowledge, skills, and experience. New York: $145,200 - $199,700; Washington: $133,400 - $183,500; California: $145,200 - $199,700; Illinois: $133,400 - $183,500. Details on benefits are available at Salesforce benefits site.
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