Customer Success Manager

Company	Salesforce
Location	San Francisco, CA, USA
Salary	$168397 – $199700
Type	Full-Time
Degrees	Master’s
Experience Level	Mid Level, Senior

Requirements

Master’s degree (or its foreign degree equivalent) in Computer Science, Engineering (any field), or a related quantitative discipline
two (2) years of experience in the job offered or in any occupation in related field
(1) Oracle
(2) Salesforce
(3) SaaS
(4) ERP
(5) B2B
(6) B2C
(7) data integration
(8) process management
(9) data modeling
(10) end-to-end APIs
(11) business technology optimization
(12) program or project management

Responsibilities

Develop and maintain relationships with key customer business and IT partners to understand their top business goals and priorities
Act as an internal authority on the customer’s key value drivers and needs
Act as an internal point of contact between the customer and internal partners
Track the internal root cause analysis efforts to provide the customer with a description of the cause and future prevention actions, following infrastructure incidents that impact customers
Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues
Coordinate the completion of the Signature Success catalog of services as required for the customer by providing timely, proactive Salesforce feature guidance based on the areas of interest for the customer
Act as an advisor to customers for the adoption of new features of Salesforce’s annual release schedules and identify potential challenges and risks to the customer’s implementation
Reinforce to the customer the value in the implementation of technical recommendations for improvement based on Proactive Monitoring guidance
Be accountable for ensuring all collaborators understand the value of Signature Success so that customers continue to renew the same
Provide regular updates and communications to key customer contacts during infrastructure service degradations or disruptions that occur during normal business hours
Partner with internal teams like Signature Support delivery and the Critical Incident Center for after-hours coordination

Preferred Qualifications

No preferred qualifications provided.