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Job Category
Customer Success
Job Details
About Salesforce
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.
For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, delivered by our most skilled experts, they purchase our Signature Success Plan. Our Public Sector customers on Signature Success are able to unlock our deepest level of partnership, engage with our most skilled experts, and adopt the tools to be agile. They require the highest level of trust and service from our teams, so they can continue to deliver the same to their citizens.
As a Customer Success Manager (CSM), you will serve as a named resource and partner for Salesforce’s customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams, maintaining an awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers’ business needs, you will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Salesforce investment. You will act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through the resolution of such incidents.
These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events. This will require deep technical knowledge of the Salesforce platform, and the ability to work closely across internal and external teams to provide a unified Signature experience.
Your Impact
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Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion.
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Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
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Help your customers achieve their business goals and outcomes on the Salesforce platform by:
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Coordinating the completion of the Signature Success catalog of services as required for your customer.
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Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer.
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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.
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Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success.
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Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.
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The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the customer’s need.
Minimum Requirements
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Australian Citizenship - this is mandatory to work with Australian Governments. Further security clearance may be required in future.
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Experience in one or more of the following: Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
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Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
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Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.
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Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
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Knowledge of software development process and design methodologies.
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Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.
Preferred Requirements
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Experience with Government customers.
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Experience with Salesforce Core clouds, and/or relevant platforms.
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Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud).
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Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
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Experience working with Enterprise-level customers.
As part of our return to office model to encourage deep team and customer collaboration, a minimum of 3 days in office/on client site is required.
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Accommodations
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Posting Statement
At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.
Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.
Salesforce welcomes all.
Top Skills
What We Do
Salesforce is the #1 AI CRM, where Humans with agents drive customer success together. Through Agentforce, our groundbreaking suite of customizable agents and tools, Salesforce brings autonomous AI agents, unified data from any source, and best-in-class Customer 360 apps together on one integrated platform to help companies connect with customers in a whole new way.
Salesforce is democratizing AI agents for businesses of every size and industry so every company can embrace a workforce without limits. Our low code, open, and secure platform helps companies build and customize Salesforce fast so they can safely scale AI-powered work to every customer and employee experience and transform their business.
Salesforce is proud to be the market leader, but we’re even more proud to lead in philanthropy, innovation and culture. Guided by core values of trust, customer success, innovation, equality, and sustainability, Salesforce is more than a business — we’re a platform for change.
Why Work With Us
There’s no typical day in the life of a Salesforce employee. You could be transforming our next AI innovation — or transforming your community. Closing deals — or closing your laptop for a day of Volunteer Time Off. Driving change for our customers — or driving change within one of our high-performing teams.
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