Customer Success Manager

Salesforce.com; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company in cloud solutions is seeking a Customer Success Manager based in Saudi Arabia. This role is pivotal in ensuring successful implementation and ongoing support for customers using Salesforce. The ideal candidate will have extensive experience in customer success, stakeholder management, and Salesforce products, alongside strong communication skills. If you thrive in a customer-centric environment and seek a challenging role, we invite you to apply.

Qualifications

• Minimum of 8 years work experience in Technical Customer Success or related fields.
• 4+ years experience in management consulting services.
• Fluent in Arabic and English.

Responsibilities

• Serve as the single point of customer accountability for Signature deliverables.
• Cultivate stakeholder relationships within customer organizations.
• Advise customers on Salesforce adoption and features.

Skills

Communication

Presentation

Stakeholder Relationship Management

Technical Analysis

Education

Bachelor's Degree or Equivalent

Job description

Role Description

Please note this position is for Saudi Arabia and you'll be expected to work from our KSA office, following its opening later this year.

For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support delivered by our most skilled experts, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time, which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

The Customer Success Manager serves as a named resource and partner for the Salesforce Signature customer organizations. They orchestrate all deliverables their customer is entitled to, including coordinating the day-to-day customer Signature experience from onboarding through signature contract renewal and growth opportunities. They develop deep relationships with their customers' team members and pair that with relevant industry knowledge to improve implementation health. This role will also partner across Salesforce to provide a unified Signature experience for their customers.

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 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 Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementation.
• Communicating 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 to occasionally travel to customer sites and may need to be available for some after-hour or weekend coverage, depending on the customer’s need.

Fluent Arabic in addition to English.

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, Service Cloud, and Marketing Cloud 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 organization, including executive and C-level.

Skills for analyzing 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.

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