Description
For our customers who wish to get the most value out of Salesforce with an enterprise experience, they purchase our Premier or Signature Success Plan. The Senior Manager, Customer Success role isn't just about leadership; it's about encouraging collaboration across various facets of Salesforce, from ensuring efficient allocation of the team to aligning the right resources for customer delivery. Simultaneously, they cultivate valuable executive relationships, handle risk with foresight, and deepen connections with our broader Salesforce teams.
Responsibilities
Collaborate with Sales leaders to help align the best resources to grow consumption and mitigate attrition.
The primary escalation point within a Sales region to help lead the execution of the Signature and Premier Success plans.
Nominate troubled customer implementation for Restarts, and other Attrition mitigation initiatives.
Develop executive relationships with customers and assist in handling customer issues and improving the value derived from their investments.
Proactively identify and address high-risk customers, aligning internal teams including executive sponsors and corrective actions
Work cross functionally including Renewals, Cloud Success, Sales to ensure customer adoption, growth and renewal.
Ensure that team activities adhere to the obligations of the Premier & Signature Offer and Account Success goals.
Required Qualifications and Skills
10+ years of relevant industry expertise in Sales, Customer Success, SaaS platform use, or related fields
Successful track record in customer success or related roles
Demonstrable experience in leading a large portfolio of customers
Strong ability to collaborate and drive outcomes across multiple internal teams and external partners via matrix management.
Ability to drive effective and influencing conversations at the C-level.
Facilitate difficult discussions and be adept at handling objections.
Knowledge in one or more lines of business.
Proficient in risk management, with a proactive approach to identifying and addressing potential issues.
Drive important metrics related to Customer Consumed Revenue, Customer Success Score, Customer Satisfaction, and Adoption.
Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.
In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.