Customer Success Director

Salesforce, Inc..; Council of the City of Sydney; On-site; AUD 150,000 - 200,000; Full time

Job summary

A leading customer relationship management company in New South Wales is seeking a Director to oversee customer success for their Signature Success Plan. The ideal candidate will have extensive experience in managing large enterprise customers within the Salesforce ecosystem, strong consultative skills, and the ability to build executive-level relationships. This role requires technical expertise in Salesforce products and a collaborative approach to enhance customer outcomes. It's a unique opportunity to drive impactful change and customer satisfaction.

Qualifications

• Extensive relevant industry expertise in Customer Success and technology consulting.
• Technical depth with Salesforce product and platform features.
• Experience in customer-facing roles at the enterprise level.

Responsibilities

• Serve as the single point of customer accountability for Signature deliverables.
• Build executive-level relationships with customer's IT and business leadership.
• Guide on improving performance and managing key customer events.

Skills

Customer Success

SaaS platform use

Project Leadership

Technology Consulting

Solutions Architecture

Exceptional communication

Job description

Who We Are

We’re 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 - you’ve come to the right place.

Position Description

For our customers who wish to get the most value out of Salesforce, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

The Director serves as a named resource and partner for their Salesforce Signature customer. They orchestrate all deliverables their customer is entitled to, including overseeing the day-to-day customer Signature experience from onboarding through Signature contract renewal and expansion. They develop deep relationships with their customers’ team members and pair that knowledge with relevant industry knowledge to improve the customer’s implementation health.

This role requires strong partnership and teaming across Salesforce at all levels - including orchestrating a team of aligned Customer Success resources - to provide a unified Signature experience for their customer.

An ideal candidate has a background in managing large, complex enterprise customers in Customer Success or Program Delivery / IT Consulting roles within the Salesforce ecosystem. The candidate is able to work and influence multiple stakeholders, businesses and subsidiaries, with a strong capacity to understand and articulate complex and mission critical customer scenarios and customer business impact. They are able to quickly react and respond alongside strength in forward planning and long term thinking.

Responsibilities

• Serve as the single point of customer accountability who is responsible for the orchestration of all Signature deliverables, experience, and customer health.
• Build and cultivate executive-level relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers
• Provide strong Salesforce expertise and insights about the customer’s environments to evangelise the capabilities of Salesforce across all of our clouds, and communicate tailored recommendations and standard practices all of our clouds, encouraging Success Plan expansion across uncovered products
• Accountable for the creation, and overall management of the Customers’ Joint Account Plan, in partnership with Sales and Professional Services, to ensure a cohesive Customer Success strategy and delivery as One Salesforce
• Provides insights and guidance on improving performance via proactive alerts, assessing historical service case history trends, delivering release readiness reviews, and managing key events such as customer launches and critical business events by partnering with relevant teams and resources to drive the best customer outcomes
• Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.

Qualifications and Skills

• Experienced professional with extensive relevant industry expertise in Customer Success, SaaS platform use or Project Leadership, Technology Consulting, and/or Solutions Architecture
• Technical depth with Salesforce product and platform features, capabilities, and best practices - experience with Salesforce is a must requirement in order to deliver success for this highly complex customer.
• Experience in customer facing roles at the Enterprise level, dealing with highly complex customer landscapes
• Demonstrated strengths in driving effective and influencing conversations at the C-level; facilitate difficult discussions and be adept at handling objections
• Strong consultative skills, deep curiosity, and confirmed results working as a Trusted Advisor to drive business value for customers
• Exceptional communication and presentation skills with demonstrated ability to present and influence effectively at all levels of the organization.

Ideal but not required:

• Experience in Telecommunications, Media or Utilities Industries
• A good understanding of enterprise architecture principles
• Experience with consumption based models