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*To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.*Job CategoryCustomer SuccessJob Details 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 isnt a buzzword its 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. Role Description 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 optimization 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 organizations 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 organization, including executive and C-level.* Skills for analyzing 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 weekUnleash Your PotentialWhen you join Salesforce, youll be limitless in all areas of your life. Our benefits and resources support you to find balance and *be your best*, and our AI agents accelerate your impact so you can *do your best*. Together, well bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future but to redefine whats possible for yourself, for AI, and the world.AccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this .Posting StatementAny 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.In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.### ### ### ### For Washington-based roles, the base salary hiring range for this position is $133,400 to $183,500.### ### For California-based roles, the base salary hiring range for this position is $145,200 to $199,700.### ###
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