Customer Success Manager - Director

Salesforce, Inc..; São Paulo; Presencial; BRL 120.000 - 160.000; Tempo integral

Resumo da oferta

A leading company in the SaaS sector is looking for a Customer Success Manager to enhance customer engagement and drive success for the Signature plan clientele. The role involves deep collaboration with customers, handling escalations, and providing tailored experiences while leveraging extensive product knowledge. Ideal candidates must possess strong industry expertise, outstanding consultative skills, and the ability to influence at executive levels, ensuring high customer satisfaction and value delivery.

Qualificações

• 9+ years of relevant industry expertise in Customer Success and/or SaaS.
• Strong consultative skills and proven results as a Trusted Advisor.
• Proficient in executive-level interpersonal communications.

Responsabilidades

• Orchestrate the Signature experience for customers and coordinate deliverables.
• Build and maintain strong relationships with customer teams.
• Drive Customer Success Score metrics and handle escalations.

Conhecimentos

Customer Success

Technology Consulting

Solutions Architecture

Project Leadership

Interpersonal Skills

Formação académica

Degree or equivalent experience

Ferramentas

Salesforce Product Knowledge

Descrição da oferta de emprego

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 expansion. 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.


Responsibilities

• Uses multi-cloud expertise to effectively orchestrate Signature experience across the most strategic, sophisticated customers
• May act as lead CSM orchestrating CSMs for multi-org, multi-cloud customers (including Global Customers with CSMs in multiple geos)
• Aligns with and leads Business and Technical stakeholders, Account Success team, and internal partners around customer goals ensuring value is delivered through Signature
• Single point of customer accountability building and maintaining strong, trusted relationships
• Drives Customer Success Score metrics for customers; handles Escalations and Red Accounts

Preferred Qualifications and Skills

• Experienced professional with 9+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture
• Knowledge of Salesforce product and platform features, capabilities, and standard methodologies and a good understanding of enterprise architecture principles
• Strong consultative skills, deep curiosity, and proven results working as a Trusted Advisor to drive business value for customers
• Executive-level interpersonal skills, ability to drive effective conversations at the C-Level, and presentation skills with a consistent track record of influence at an executive level
• Ability to facilitate difficult discussions and be adept at handling objections
• Degree or equivalent experience required. Experience evaluated based on the strengths you'll need for the role (e.g. proven behaviors in previous jobs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)