Customer Success Manager, Integration/ Automation Solutions - FinServ/Insurance

Salesforce, Inc..; London; On-site; GBP 70,000 - 100,000; Full time

Job summary

A leading company in the software industry is seeking a Customer Success Manager based in London. The role involves managing relationships with Signature customers, ensuring the successful delivery of services while fostering customer engagement and growth. Ideal candidates will have extensive experience in customer success within the Financial Services sector, showcasing communication skills and technical expertise.

Qualifications

• 8+ years' experience in Technical Customer Success.
• Experience with MuleSoft or competitive platforms.
• 4+ years' experience in management consulting.

Responsibilities

• Serve as the main point of accountability for customer orchestration and success.
• Maintain stakeholder relationships at executive levels.
• Coordinate completion of the Signature Success catalog.

Skills

Excellent communication

Stakeholder relationship management

Technical problem-solving

Project leadership

Education

Bachelor's degree or equivalent experience

Job description

For our customers who wish to get the most value out of MuleSoft 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 MuleSoft Signature customer organisations. 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 to improve implementation health. This role will also partner across MuleSoft to provide a unified Signature experience for their customers.

The MuleSoft Customer Success Manager in the Northern European operating unit supports our Dutch and Benelux Signature customers. Strong problem-solving abilities are necessary for navigating their challenges and finding innovative solutions.

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 MuleSoft platform by:

• Coordinating the completion of the Signature Success catalog of services as required for your customer.

• Providing timely, proactive MuleSoft 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 MuleSoft’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 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 for occasional travel to customer sites, depending on the customer’s need.

Minimum Requirements

• Experience within the Financial Services or Insurance sector either as a customer, partner or vendor is favourable for this role.

• Minimum of 8 years of work experience in one or more of the following: Technical Customer Success, MuleSoft or iPaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture.
  Experience with MuleSoft and/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 organisation, including executive and C-level.

• Skills for analysing 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.

Note: This is an office-flexible role. The expectation is to be in-office in London three days a week.