Customer Success Manager

About the position

Salesforce Inc. seeks a Customer Success Manager in San Francisco, CA. The role involves developing and maintaining relationships with key customer business and IT partners to understand their top business goals and priorities. The Customer Success Manager will act as an internal authority on the customer's key value drivers and needs, serving as a point of contact between the customer and internal partners. Responsibilities include tracking internal root cause analysis efforts, advocating for customers during high severity case resolutions, coordinating the Signature Success catalog of services, advising customers on new Salesforce features, and ensuring all collaborators understand the value of Signature Success. The position may require some travel to Salesforce offices and offers telecommuting options.

Responsibilities

• Develop and maintain relationships with key customer business and IT partners.
• Act as an internal authority on the customer's key value drivers and needs.
• Track internal root cause analysis efforts and provide customers with descriptions of causes and future prevention actions.
• Advocate for customers during the triage and resolution of high severity cases.
• Coordinate the completion of the Signature Success catalog of services.
• Provide timely, proactive Salesforce feature guidance based on customer interests.
• Advise customers on the adoption of new features of Salesforce’s annual release schedules.
• Identify potential challenges and risks to the customer's implementation.
• Ensure all collaborators understand the value of Signature Success.
• Provide regular updates and communications to key customer contacts during service degradations.
• Partner with internal teams for after-hours coordination.

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 a related field.

Nice-to-haves

• Experience with Oracle.
• Experience with Salesforce.
• Experience with SaaS.
• Experience with ERP.
• Experience with B2B.
• Experience with B2C.
• Experience in data integration.
• Experience in process management.
• Experience in data modeling.
• Experience with end-to-end APIs.
• Experience in business technology optimization.
• Experience in program or project management.

Benefits

• Incentive compensation.
• Equity.
• Comprehensive benefits package.