About the position
The Customer Success Manager serves as a named resource and partner for the MuleSoft Signature customer organizations. They orchestrate all deliverables their customer is entitled to, including coordinating the day-to-day customer Signature experience from onboarding through signature contract renewal and growth opportunities. They develop deep relationships with their customers' team members and pair that with relevant industry knowledge to improve implementation health. This role will also partner across MuleSoft to provide a unified Signature experience for their customers. The MuleSoft Customer Success Manager in the Public Sector operating unit supports federal civilian signature customers. They understand that supporting government customers requires a comprehensive understanding of government processes, regulations, and compliance requirements. They must possess US Citizenship as they will support government agencies using GovCloud. Strong problem-solving abilities are necessary for navigating public sector challenges and finding innovative solutions.
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 your 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 your customers for the adoption of new features of MuleSoft's annual release schedules and identifying potential challenges and risks to your customer's implementation.
- Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so customers can renew Signature Success.
- Act as an advocate for customers during the triage and resolution of high-severity cases to assist with the timely resolution of these issues.
- Occasional travel to customer sites and may need to be available for some after-hour or weekend coverage, depending on the customer's need.
Requirements
- Minimum of 8 years of work experience in one or more of the following: 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 with a passion for living our values.
- Clear path to promotion with accelerated leadership development programs.
- Weekly 1:1 coaching with your leadership.
- Fast Ramp mentorship program.
- Week-long product boot camp.
- Sandler Sales Training.
