Job Specifications
Description
At Salesforce, customers who choose our Signature Success Plan unlock our most elite level of partnership -- expert guidance, deep product knowledge, and proactive support to stay agile and maximise value. As a Customer Success Manager (CSM) for Signature Success, you will become a strategic partner to our most important customers, serving as their trusted advisor and orchestrating the full Signature experience.
Role Description
You will set the customer up for success through optimisation of the solution, with special care during critically important peak events. This will require some technical knowledge of Salesforce Clouds but most importantly, the ability to align internal and external stakeholders and orchestrate the right resources to provide a tailored, unified Signature experience.
As a Customer Success Manager, you will be a named advisor to a portfolio of Signature Success customers in the Public Sector. You will build deep, trusted relationships with customer stakeholders and Salesforce account teams, maintaining a high level of awareness of customer priorities, business goals, and potential risks.
You will guide your customers to success by aligning their business goals with the Salesforce platform, offering strategic recommendations, coordinating Signature Success deliverables, and ensuring operational excellence during critical events. You will also lead communication during major incidents, providing timely updates and managing customer expectations.
Your Impact
Strategic Partnership
Act as the trusted point of contact and advocate for your customers, driving alignment between their business goals and Salesforce's capabilities.
Build and sustain relationships with customer IT and business executives, becoming a true strategic partner.
Customer Enablement
Guide customers in adopting the Salesforce platform through proactive recommendations and personalised service delivery from the Signature catalogue.
Provide insight into new features and releases, helping customers navigate change and mitigate potential risks.
Incident Management
Lead communications during high-severity incidents, ensuring a smooth and transparent experience while advocating for customer resolution.
Renewal & Growth
Clearly articulate and demonstrate the value of Signature Success to ensure ongoing investment and expansion.
Minimum Requirements
8+ years of experience in Cloud environments in roles such as Customer Success, SaaS platform management, Solution Architecture, or Technical Consulting.
Outstanding communication and presentation skills with demonstrated ability to communicate and influence optimally 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 technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects.
Proven ability to build trust-based relationships and navigate complex, enterprise-level environments
Preferred Requirements
Experience with the Salesforce Core platform is a plus.
Salesforce product certifications are a plus.
Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
Experience working with Enterprise-level customers.
About the Company
Griddable.io is a San Jose, CA based SaaS startup that closed Series A funding in 2017 from August Capital, Artiman Ventures, and Carsten Thoma, founding CEO of Hybris (acquired by SAP).
The griddable.io concept was conceived by Rajeev Bharadhwaj, a serial entrepreneur with a vision to create a globally synchronized enterprise. He made a key decision to build-on vs. replace traditional databases and develop a new approach for synchronous data integration.
After identifying the Databus open source project at LinkedIn as a f...
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