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For Companies At a Glance
- Tasks: Lead customer success initiatives and build strong relationships with clients.
- Company: Join Salesforce, a leader in AI, data, and CRM, driving business transformation.
- Benefits: Enjoy flexible office options, career growth opportunities, and a supportive work culture.
- Why this job: Be a trusted advisor, making a real impact on customer success and satisfaction.
- Qualifications: 8+ years in customer success or related fields; strong communication skills required.
- Other info: Office-flexible role; commitment to inclusivity and equal opportunity.
The predicted salary is between 43200 - 72000 £ per year.
Senior Customer Success Manager, Sales/ Service Cloud
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Senior Customer Success Manager, Sales/ Service Cloud
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Job Category
Customer Success
Job Details
About Salesforce
Were Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good youve come to the right place.
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 Salesforces customer organizations. 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 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.
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 customers 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 Salesforces 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 customers 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.
Note: This role is office-flexible, and the expectation is to be in office 3 days per week
Accommodations
If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.
We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme. We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role. Applicants are welcome to opt-in to the interview scheme as part of the application process. If you would like to apply under the scheme, please click the link to the Accommodations Request Form above and scroll to the UK Disability Confident Scheme section within the form.
Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace thats inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.
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Senior Customer Success Manager, Sales/ Service Cloud employer: Greg's List - DC
Contact Detail:
Greg's List - DC 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 Salesforce's Sales Cloud and Service Cloud features. Understanding these platforms 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 valuable insights into the role and may even refer you internally, increasing your chances of landing an interview.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed customer relationships and resolved issues in previous roles. Highlighting your experience with high-severity cases will show that you're ready for the challenges of this position.
✨Tip Number 4
Stay updated on the latest trends in customer success and CRM technologies. Being knowledgeable about industry developments will help you engage in meaningful conversations during interviews and showcase your passion for the field.
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 Customer Success, particularly with Salesforce Sales Cloud or Service Cloud. Use specific examples that demonstrate your ability to manage customer relationships and deliver value.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and how your background aligns with the role. Mention any relevant certifications and your experience in managing cross-functional teams to solve customer needs.
Showcase Communication Skills: Since exceptional communication is key for this role, provide examples in your application of how you've effectively communicated complex technical concepts to non-technical stakeholders.
Highlight Problem-Solving Abilities: Discuss specific instances where you've successfully resolved high-severity customer issues. This will demonstrate your capability to act as an advocate for customers and manage expectations during critical situations.
How to prepare for a job interview at Greg's List - DC
✨Understand the Salesforce Ecosystem
Make sure you have a solid grasp of the Salesforce platform, especially Sales Cloud and Service Cloud. Familiarise yourself with its features, capabilities, and how they can benefit customers. This knowledge will help you demonstrate your expertise during the interview.
✨Showcase Your Communication Skills
As a Senior Customer Success Manager, you'll need to communicate effectively with various stakeholders. Prepare examples of how you've successfully influenced decisions at different levels within an organisation, particularly with executive and C-level personnel.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and customer management skills. Think of specific instances where you've resolved customer issues or improved their experience with a product. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Your Technical Acumen
Be ready to discuss your technical knowledge and how it translates into business value. Prepare to explain complex technical concepts in simple terms, as this is crucial for helping customers understand their needs and how to leverage Salesforce effectively.
