Job overview
the customer success manager is a strategic role that requires a driven and customer-focused individual who can maintain 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.
this role involves partnering with assigned accounts, developing a deep technical understanding of their salesforce implementation, sharing standard methodologies, and adoption of proactive services. These activities will enable the csm to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events.
* key responsibilities:
* serve as the single point of customer accountability responsible for orchestration of all signature deliverables, experience, and renewal, and expansion for salesforce marketing cloud applications.
* 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.
* help your sales, service or marketing cloud 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.
* communicate the value of signature success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew signature success.
* act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.