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Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

The Customer Success Manager leverages deep business and industry knowledge to partner with customers to help them accelerate business value and ROI from their investment with Salesforce. You will align at the C-level, building and maintaining strong relationships to help customers progress on their transformation journey. In this role, you will be responsible for helping customers achieve business value faster and progress on their journey towards becoming a Customer Company. This means helping them leverage Salesforce to transform their business, engage with their own customers in whole new ways. The end result is increased value, retention, customer satisfaction and ultimately expansion of the salesforce' s footprint.

Your Impact (Responsibilities)

Leveraging our Customer Success Methodology and partnering with customer executives to understand their objectives, assess their capabilities and prescribe recommendations to help them accelerate achievement of their business objectives and build a transformational visionFocus on customer intimacy – deliver business impact and innovation to a customer’s business by truly understanding our customers’ key business issues and opportunitiesBuild and nurture C-level relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeperWorking collaboratively with the account team and Salesforce Execs, effectively network within accounts from the C-Level down, in order to help customers achieve their objectivesEvangelize the capabilities of Salesforce across all of our Clouds and ServicesDevelop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map Salesforce.com features and associated business benefits to address their needsIdentify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as neededServe as a customer advocate in driving industry best practices and the evolution of Salesforce.com product and platform functionality, courses and administrative services integral to the customer's success

Industry Specialization

Experience working with organizations in the financial services industry including: Banking, Wealth, Insurance, Fintech, Treasury and FinanceDeep Financial Services industry expertise including markets and industry trendsPossess knowledge, understanding and experience of compliance and regulatory topics, such as MiFID, GDPR, AML, KYC, PSD2, governance and internal controls frameworks, etc.Knowledge of Financial services core processes and IT systemsKnowledge of FSI client strategies, environments, dependencies and standardsConsultancy or delivery experience w/ global Fortune 500 Financial Services enterprise customers and partnersVisible IT Industry thought leadership on relevant topics related to cloud-based enterprise IT in the Financial Services industry

Preferred Qualifications:

15+ year of work experienceAbility to drive effective and influencing conversations at the C-level; facilitate difficult discussions and adept at handling objectionsNavigate customer organizational structures to identify and build relationships with executives and stakeholders who define the company's strategic objectivesStrong industry/technical/consulting skills and proven results working as a Trusted Advisor to drive business value for clients or stakeholdersCredible and effective C-level advisor and coach, especially around change management (cultural, technical or business)In-depth knowledge of business processes (Sales, Marketing, Service, Support), business applications and automationProject management experiences for mission critical/complex projects for enterprise customerStrong knowledge of Salesforce product and platform features, capabilities, and best useAbility to quickly grasp and distinctly explain technological and business conceptsBusiness level English skill

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.