Customer Success Manager- Mulesoft exp mandatory

Salesforce; Hyderabad; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Salesforce is seeking a Customer Success Manager (CSM) to serve as the primary contact for Salesforce’s largest customers. You will partner with assigned accounts to align business goals with Salesforce and MuleSoft solutions, ensuring technical health and maximum value realization.

Build trusted advisor relationships and drive proactive service across stakeholders. You will coordinate signature success services, guide feature adoption, and manage incidents while collaborating with partners and

Qualifications

• 8+ years in enterprise-grade Java-based or integration/API management systems
• Experience building or supporting MuleSoft/TIBCO/Boomi or equivalent cloud integrations
• Strong collaboration with cross-functional teams and stakeholders

Responsibilities

• Develop and maintain relationships with key customer business and IT partners
• Help customers achieve business goals on the Salesforce platform with guided adoption of new features
• Communicate the value of Signature Success to ensure renewals
• Provide updates during infrastructure incidents and coordinate with internal teams
• Advocate for customers during triage and resolution of high-severity cases

Skills

Java-based systems

API Management

Customer engagement

Cross-functional collaboration

Tools

MuleSoft

TIBCO

Boomi

Job description

Job Category

Customer Success

Job Details

The CSM team within Signature Success is looking for a driven and customer-focused Customer Success Manager to serve as a primary contact point for Salesforce’s largest and highest-profile customers. You will have responsibility for partnering with a small number of assigned accounts, maintaining a continual focus on the customer’s business goals to improve their overall technical and operational health and realize the maximum value out of their Salesforce investment. The Customer Success Manager maintains awareness of the customer's key events, needs, potential risks, value drivers and being proactive.

As a trusted advisor, CSM will build a track record in customer success through excellent communication with stakeholders and comprehensive knowledge of the Mulesoft platform to translate their business needs to solutions. You will forge relationships with your customers and account teams, develop a deep technical understanding of their Mulesoft implementation, share best practices, and adopt proactive services. These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during mission-critical peak events.

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

Responsibilities

• Develop and maintain relationships with key customer business and IT partners to understand their top business goals and priorities, act as an internal authority on your customer's key value drivers and needs, and act as an internal point of contact on your customer to internal stakeholders.
• 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 Mulesoft releases and identifying potential challenges and risks to your customer's implementation
  • reinforcing to your customer the value in the implementation of technical recommendations for improvement based on Architectural guidance
• Communicate the value of Signature Success. Be accountable for ensuring all stakeholders understand this value so that customers continue to renew Signature Success.
• During infrastructure service degradations or disruptions that occur during normal business hours, provide regular updates and communications to key customer contacts. Partner with internal teams like Signature Support delivery and the Critical Incident Center for after-hours coordination. Following infrastructure incidents that impact customers, track the internal root cause analysis efforts to provide the customer a description of the cause and future prevention actions.
• Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.

Technical Requirements

• Expertise in Mulesoft or TIBCO OR Boomi is required
• Overall 8+ years with 6+ years of experience building or supporting enterprise-grade Java-based or Integration or API Management systems such as Mulesoft involving cloud providers
• Solid understanding of MuleSoft AnyPoint Platform and various deployment models
• Deep knowledge of Internet technologies and protocols such as TLS, HTTP , REST, Webservices, firewalls, web servers, proxy servers
• Experience in Connectivity with Enterprise SaaS solutions such as Salesforce, Netsuite, Workday etc
• Experience in implementation of CICD and non functional requirements such as audit, logging, security and monitoring

Note: This role involves AMER shift alignment (6:30 PM - 3:30 AM).

Equal Opportunity Employment

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.