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About Salesforce
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. The world of work as we know it is changing and we’re looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
The MuleSoft Signature program delivers the right insights and people at the right time. The Customer Success Manager (CSM) serves as a named resource and partner for the MuleSoft Signature customer organisations, coordinating onboarding through contract renewal and growth opportunities, developing deep relationships, and providing a unified Signature experience across MuleSoft. The CSM supports our UK Signature customers. Strong problem-solving abilities are necessary for navigating challenges and delivering solutions.
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 MuleSoft platform by:
- Coordinating the completion of the Signature Success catalog of services as required for your customer.
- Providing timely, proactive MuleSoft 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 MuleSoft’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 customers can 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, 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, MuleSoft or iPaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture.
- Experience with MuleSoft and/or a relevant competing platform.
- 4+ years’ experience in management consulting services.
- Excellent 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, 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.
Note: This is an office-flexible role. The expectation is to be in-office in London three days a week.
Other Information
Accommodations: If you require assistance due to a disability applying for open positions please submit a request via the Accommodations Request Form. Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. This policy applies to hiring, promotion, compensation, and all employment processes and is based on merit.
Contact Detail:
Salesforce Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to current or former Salesforce employees on LinkedIn. Ask them about their experiences and any tips they might have for landing the Customer Success Manager role. Personal connections can make all the difference!
✨Tip Number 2
Prepare for the interview by diving deep into MuleSoft and its features. Be ready to discuss how you can help customers achieve their goals using the platform. Show us that you’re not just familiar with the tech, but that you can translate it into real business value!
✨Tip Number 3
Practice your communication skills! As a CSM, you'll need to explain complex concepts in simple terms. Grab a friend and do mock interviews where you explain MuleSoft features or customer success strategies. The clearer you are, the better!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to engage directly with us. Let’s get you on board!
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience with MuleSoft or similar platforms, and show how your skills align with what we’re looking for at Salesforce.
Showcase Your Communication Skills: Since this role involves a lot of interaction with customers and stakeholders, it’s crucial to demonstrate your excellent communication abilities. Use clear, concise language in your application to reflect this.
Highlight Problem-Solving Experience: We want to see how you’ve tackled challenges in the past. Include specific examples in your application that showcase your problem-solving skills and how you’ve delivered solutions in previous roles.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Salesforce
✨Know Your MuleSoft Inside Out
Make sure you’re well-versed in MuleSoft and its features. Brush up on how it integrates with other platforms and be ready to discuss specific use cases. This will show your potential employer that you’re not just familiar with the product, but you can also leverage it to drive customer success.
✨Showcase Your Problem-Solving Skills
Prepare examples of past challenges you've faced in customer success roles and how you navigated them. Highlight your ability to think on your feet and provide solutions, as this is crucial for a Customer Success Manager. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Build Rapport with Stakeholders
Demonstrate your relationship-building skills by discussing how you’ve successfully engaged with executive leadership in previous roles. Be ready to share strategies for maintaining strong stakeholder relationships, as this is key to ensuring customer satisfaction and retention.
✨Communicate Clearly and Effectively
Practice explaining complex technical concepts in simple terms. You’ll need to convey value to customers and internal teams alike, so focus on clarity and confidence in your communication. Consider doing mock interviews to refine your presentation skills before the big day.
