Salesforce Customer Success Manager Mulesoft 

Thailand, Bangkok, Bangkok 

283721527

Job Category

Job Details

Key Responsibilities and Impact:

• Relationship Management: Develop and maintain relationships with key business and IT partners to understand their goals and priorities.

• Value Realization: Help customers achieve their business outcomes by coordinating Signature Success services, providing proactive feature guidance, and advising on new Salesforce releases.

• Technical Expertise: Act as a trusted advisor on the Salesforce platform, with a specific focus on Mulesoft integration capabilities or equivalent enterprise integration solutions. Translate business needs into technical solutions.

• Proactive Support: Identify potential challenges and risks, reinforce the value of technical recommendations, and proactively set customers up for success.

• Incident Management: Provide regular updates and communications during infrastructure service degradations, partnering with internal teams for resolution. Track root cause analysis and communicate findings to customers.

• Advocacy: Act as a customer advocate during the triage and resolution of high-severity cases.

• Value Communication: Clearly communicate the value of Signature Success to ensure customer renewals.

• Collaboration: Work closely with internal teams (e.g., Support, Product, Sales) and external partners (including ISVs) to address customer needs.
  

Technical Requirements:

• Integration Platform Experience:

  • 3-5+ years of experience working with the Mulesoft Anypoint Platform.

  • OR (if no direct Mulesoft experience): 3-5+ years of hands-on experience with Oracle Integration Cloud, Oracle SOA Suite,

    and
    Oracle API Gateway.

  • OR (if no direct Mulesoft experience): 3-5+ years of hands-on experience with IBM App Connect, IBM MQ,

    and
    IBM Message Broker.

• Cloud Experience: Experience with cloud providers like AWS, Azure, and GCP in the context of integration platforms.

• Web Technologies: Deep knowledge of Internet technologies and protocols such as TLS, HTTP, REST, Webservices, firewalls, web servers, and proxy servers.

• SaaS Connectivity: Experience in connectivity with Enterprise SaaS solutions, including Salesforce, Netsuite, and Workday.

• Containerization: Experience in troubleshooting container and container management technologies like Docker and Kubernetes.
  

Minimum Requirements (Broader CSM Skills):

• Experience in Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, 1 or Technical/Solutions Architecture.

• Exceptional communication and presentation skills at all organizational levels, including executive and C-level.

• Ability to analyze technical concepts and translate them into business terms, and vice versa.

• Knowledge of software development processes and design methodologies.

• Experience leading cross-functional teams to resolve customer needs or projects.

• Fluency in English at a business professional level is required.

• Business professional fluency in at least one additional Southeast Asian language: Thai, Vietnamese, Tagalog, or Malay.
  

Preferred Requirements:

• Relevant technical certifications are highly desirable, such as:

  • Mulesoft Certified Developer

  • Salesforce Certified Administrator

  • Oracle Integration Cloud Certified Professional (or equivalent Oracle integration certification)

  • IBM Certified Specialist - Messaging (MQ) or IBM Certified Solution Implementer - App Connect (or equivalent IBMintegration/middlewarecertification)

• Knowledge of Salesforce products and features, capabilities, best use, and deployment.

• Experience working with Enterprise-level customers.
  

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