MuleSoft Customer Success Manager - Public Sector

About the position

Salesforce is seeking a Customer Success Manager for MuleSoft, a Salesforce Company, to support federal civilian signature customers. This role is crucial for ensuring that customers maximize the value of their MuleSoft experience through the Signature Success Plan. The Customer Success Manager will be responsible for orchestrating all deliverables, managing customer relationships, and providing expert guidance on MuleSoft features and services. This position requires a deep understanding of government processes and compliance, as well as strong problem-solving skills to navigate public sector challenges.

Responsibilities

• Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion.
• Cultivate and maintain stakeholder relationships with the customer's IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
• Help customers achieve their business goals and outcomes on the MuleSoft platform by coordinating the completion of the Signature Success catalog of services as required for your customer.
• Provide timely, proactive MuleSoft feature guidance based on the areas of interest for your customer.
• Act as an advisor to customers for the adoption of new features of MuleSoft's annual release schedules and identifying potential challenges and risks to customer implementations.
• Communicate the value of Signature Success and ensure all collaborators understand this value for customer renewals.
• Act as an advocate for customers during the triage and resolution of high-severity cases to assist with timely issue resolution.
• Occasional travel to customer sites may be required, along with availability for after-hour or weekend coverage depending on customer needs.

Requirements

• Minimum of 8 years of work experience in Technical Customer Success, MuleSoft or iPaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture.
• Experience with MuleSoft and/or a relevant competing platform.
• 4+ years' experience in management consulting services.
• Excellent communication and presentation skills, with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
• Skills for analyzing technical concepts, translating them into business terms, and mapping business requirements into technical features.
• Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
• Knowledge of software development process and design methodologies.
• Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects.
• US Citizenship.

Benefits

• World-class enablement and on-demand training
• Exposure to executive thought leaders
• Clear path to promotion with accelerated leadership development programs
• Weekly 1:1 coaching with leadership
• Fast Ramp mentorship program
• Week-long product boot camp
• Sandler Sales Training
• Volunteer Opportunities
• Health benefits
• Financial benefits and perks
• Time off and leave policies
• Parental benefits
• Perks and discounts