Director, Customer Success Management

Salesforce, Inc..; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

An established industry player is seeking a Customer Success Manager to enhance the enterprise experience for clients. This role involves orchestrating the Signature Success Plan, ensuring customers receive the utmost value from their partnership. The ideal candidate will leverage their multi-cloud expertise to drive success metrics and foster strong relationships with stakeholders. This position offers the opportunity to work closely with executive-level clients, utilizing consultative skills to influence and deliver business value. Join a dynamic team where your contributions will significantly impact customer satisfaction and success.

Qualificações

• 9+ years in Customer Success or related fields.
• Strong consultative skills and proven results as a Trusted Advisor.

Responsabilidades

• Orchestrate Signature experience for strategic customers.
• Build and maintain trusted relationships with customers.

Conhecimentos

Customer Success Management

SaaS Platform Expertise

Project Leadership

Technology Consulting

Solutions Architecture

Interpersonal Skills

Presentation Skills

Formação académica

Bachelor's Degree or Equivalent Experience

Ferramentas

Salesforce Platform

Descrição da oferta de emprego

Position Description
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.)