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For Companies At a Glance
- Tasks: Be the go-to expert for customers, ensuring they maximise their Salesforce experience.
- Company: Join a leading tech company that empowers businesses with innovative solutions.
- Benefits: Enjoy flexible office days, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by helping customers achieve their goals and enhancing their business success.
- Qualifications: 8+ years in customer success or tech roles, with strong Salesforce knowledge and communication skills.
- Other info: Office-flexible role; expect to be in the office 3 days a week.
The predicted salary is between 48000 - 84000 £ per year.
For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, delivered by our most skilled experts, 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 organisations. You are a trusted advisor, forging deep relationships with your customers and account teams and 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 realise 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. These activities will enable you to proactively set the customer up for success through optimisation of the platform, with special care during critically important peak events. This will require deep technical knowledge of the Salesforce platform, and the ability to work closely 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 the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organisations 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 of work experience in one or more of the following: 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 and/or a relevant competing platform.
- 4+ years’ experience in management consulting services.
- Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organisation, including executive and C-level.
- Skills for analysing technical concepts and translating them into business terms and 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 the 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, and Service Cloud Consultant).
- Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
- Experience working with Enterprise-level customers.
This role is office-flexible, and the expectation is to be in office 3 days per week.
Senior Customer Success Manager, Sales/ Service Cloud employer: Salesforce, Inc..
Contact Detail:
Salesforce, Inc.. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Success Manager, Sales/ Service Cloud
✨Tip Number 1
Familiarise yourself with the Salesforce platform, especially the Sales Cloud and Service Cloud features. Understanding these tools inside out will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Network with current or former Customer Success Managers at Salesforce or similar companies. They can provide insights into the role and share experiences that could be beneficial during your application process.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed customer relationships and resolved high-severity issues in the past. This will showcase your problem-solving skills and ability to handle pressure.
✨Tip Number 4
Stay updated on the latest Salesforce releases and features. Being knowledgeable about new updates will allow you to speak confidently about how they can benefit customers, which is crucial for a Customer Success Manager.
We think you need these skills to ace Senior Customer Success Manager, Sales/ Service Cloud
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Technical Customer Success, Salesforce CRM, or SaaS platforms. Emphasise your project leadership and technical solutions development skills, as these are crucial for the role.
Craft a Compelling Cover Letter: In your cover letter, demonstrate your understanding of the Signature Success Plan and how you can help customers maximise their Salesforce investment. Use specific examples from your past experiences to illustrate your ability to build relationships and manage customer expectations.
Showcase Communication Skills: Since exceptional communication is key for this role, ensure that your application reflects your ability to communicate complex technical concepts in business-friendly terms. Consider including examples where you've successfully influenced stakeholders at various levels.
Highlight Relevant Certifications: If you have any Salesforce product certifications, be sure to mention them prominently in your application. This will demonstrate your commitment to professional development and your expertise in Salesforce products and features.
How to prepare for a job interview at Salesforce, Inc..
✨Showcase Your Salesforce Expertise
Make sure to highlight your deep technical knowledge of the Salesforce platform during the interview. Be prepared to discuss specific features and how they can benefit customers, as well as any relevant certifications you hold.
✨Demonstrate Relationship-Building Skills
As a Senior Customer Success Manager, forging strong relationships is key. Share examples from your past experiences where you've successfully built rapport with stakeholders, especially at the executive level, and how that led to positive outcomes.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage customer incidents. Think of examples where you've effectively handled high-severity cases and how you communicated with customers during those times.
✨Communicate Value Clearly
Be ready to articulate the value of the Signature Success Plan. Prepare to explain how you would ensure customers understand this value and how it contributes to their business goals, using clear and concise language.
