Customer Success Manager

Salesforce.com Sàrl; Zürich; Vor Ort; CHF 120.000 - 150.000; Vollzeit

Zusammenfassung

Salesforce.com Sàrl in Zurich is seeking a Customer Success Manager to act as the primary liaison for customers, ensuring they achieve their business goals using Salesforce solutions. Candidates should have extensive experience in Technical Customer Success, proficient communication skills, and the ability to translate technical concepts into business language.

This role requires strong relationship-building skills with stakeholders and offers a chance to innovate within the AI CRM landscape. The position is hybrid, requiring in-office work three days a week.

Qualifikationen

• 7+ years of relevant industry expertise in Technical Customer Success.
• Ability to explain complex technical concepts in business-friendly terms.
• Experience with SaaS platform use or project leadership.

Aufgaben

• Act as a point of contact for major incidents, managing customer expectations.
• Cultivate relationships with the customer's IT and business leadership.
• Coordinate completion of Signature Success catalog for customers.

Kenntnisse

Technical Customer Success

Exceptional communication and presentation skills

Analysis of technical concepts

Bilingual in English and Swiss-German or French

Ausbildung

Degree or equivalent experience

Jobbeschreibung

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's 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.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

As a CSM, you will occasionally act as a point of contact for any major incidents, owning the customer's expectations and communications through the resolution of such incidents. The CSM acts as the technical main interface on behalf of our customers and works closely across both internal and external collaborators, including partners and ISVs, as required to address the customer needs.

The ideal CSM has an extraordinary focus on the success of the customer, is an exceptional communicator, exhibits professionalism, is dedicated to meeting and exceeding expectations, enjoys forming relationships, has excellent collaboration skills, and has the ability to learn new technologies quickly.

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 organisations 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
• 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.
• Proactive Support & Enhancement: Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance and feature enhancement.
• Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
• The CSM may be required to occasionally be available for some after‑hour or weekend coverage depending on the customer's need.
• Evolution of Roles: Anticipate and adapt to role changes per evolving Salesforce needs.

Minimum Skills

• Experienced professional with 7+ years of relevant industry expertise in Technical Customer Success, SaaS platform use or project leadership, Consulting, Solutions Development, Technical and/or Solutions Architecture.
• 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, 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.
• Proficient in English AND Swiss‑German or French

Preferred Requirements

• +2 years in the Salesforce Ecosystem.
• Industry Knowledge: Consumer Goods experience preferred
• Salesforce product certifications are a plus (Administrator, Service Cloud Consultant, Sales Cloud Consultant, Data Cloud Consultant).
• Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
• Salesforce Certified Agentforce Specialist
• Degree or equivalent experience required. Experience will be evaluated based on the strengths you’ll need for the role (e.g. demonstrated behaviors in previous jobs, that align to role needs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

This position will require you to work from your local Salesforce office 3 days a week.

Equal Opportunity Statement

Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any 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.