Salesforce Customer Success Manager 

Mexico, Mexico City 

92792445

Job Category

Job Details

As a CSM, you will occasionally act as a point of contact for any major incidents, being responsible for the customer’s expectations and communications through the resolution of such incidents.
Responsibilities

• Develop and handle 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 collaborators.

• 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

  • reinforcing to your customer the value in the implementation of technical recommendations for improvement based on Proactive Monitoring guidance

• Communicate the value of Signature Success. Be accountable for ensuring all collaborators 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, supervise 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.

Minimum Qualifications

• Minimum of 8 years work 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.

• Exceptional communication and presentation skills with previous record to present and influence reliably at all levels of the organization, including executive and C-level.

• Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.

• Ability to explain sophisticated technical concepts in business-friendly terms to customers, then explain customer needs to collaborators.

• Knowledge of software development process and design methodologies

• Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.

Preferred Qualifications

• Salesforce product certifications are a plus (Administrator, Advanced Administrator, Platform App Builder, Service Cloud Consultant, Sales Cloud Consultant, Marketing Cloud Specialist, Commerce Cloud & Heroku).

• Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.

• Knowledge or experience in Retail and Consumer Goods industry a plus.

• Experience working with Enterprise-level customers

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