Customer Success Manager (Core (Sales & Service) Clouds)

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/78u0bh

- The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform

- This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations
- The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems

- This is an Individual Contributor position

- Customer Accountability and Value Alignment:

- Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion

- Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle

- Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer

- Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer

- Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks

- Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems

- Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing

- Share best practices for sales and service process optimization, data quality, and customer experience

- Strategic Advisory and Stakeholder Management:





- Drive adoption of Sales and Service Cloud features with reps, agents, managers, supervisors, and ops teams

- Track usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores)

- Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership

- Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their problems

- Solidify partnership commitments and drive innovation aligned with customers’ business challenges

- Increase customer engagement with products and services and identify major political barriers to customer success

- Partner with more experienced team members to solve complex problems and develop strategic success plans when needed

- Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions, ensuring platform stability and performance

- Identify underutilization of contracted entitlements (e.g., messaging volume or GMV tiers) and align platform features with customer priorities to increase throughput

- Technical Health, Adoption, and Risk Management:

- AI Literacy:



Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring

- Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans

- AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human intervention

- Collaborative Learning: Actively seeking out “Agentblazer” training and certifications to stay current on autonomous agent capabilities

- Learning & Development: Apply product knowledge and expertise to address technical concerns, use this knowledge to ask effective diagnosis questions, and align platform features with customer priorities and roadmaps

- Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement

- Serve as the primary interface for major incidents (e.g., checkout failures or email deliverability drops) to protect peak revenue

- Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities

- Form a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision-making

- Escalate complex automation, data model, routing, or integration questions to technical resources

Benefits

- Medical Care

- Life Insurance

- Retirement Savings

- Employee Assistance Programs

- With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/78u0bh