Customer Success Manager

Function as the Marketing Cloud Subject Matter Expert (SME) for the technical and operational configuration (and needs) of the customer.

Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and 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 Salesforce Marketing platform by:

Coordinating the completion of the Signature Success catalog of services as required for your customer

Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer

Acting as an advisor to your customers for the adoption of new features of Salesforce’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 that customers continue to 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.

Proactive Support & Enhancement: Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.

Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.

The CSM may be required to occasionally be available for some after-hour or weekend coverage depending on the customer’s need.

• Evolution of Roles: Anticipate and adapt to role changes per evolving Salesforce needs.

Experienced professional with 5+ years of relevant industry expertise in Technical Customer Success, Customer Success Manager, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.

Exceptional 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 both analyzing technical concepts and translating them into business terms and for 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.

• Coordinate and work closely with high volume events and/or key events for the customer.

Experiência liderando esforços de equipes multifuncionais para facilitar a resolução ou o atendimento de necessidades de clientes ou projetos.

• Advanced English skills
• +2 years in Salesforce Ecosystem.

Salesforce product certifications are a plus (Marketing Associate, Marketing Cloud Administrator, Salesforce Certified Associate, Marketing Cloud Account Engagement Specialist, Marketing Cloud Email Specialist).

Profundo entendimento de Marketing Cloud, automação de marketing, personalização, publicidade e/ou plataformas de marketing.

• Deep understanding of Digital Marketing processes, challenges and trends

Conhecimento dos recursos e aplicações do Salesforce Marketing Cloud e capacidade de articular o valor e como um cliente pode se beneficiar do Signature Success for Marketing Cloud.

Conhecimento do pacote de produtos Salesforce e recursos, capacidades, melhor uso e como implementar, incluindo conhecimento da plataforma e do ecossistema Salesforce.

Graduação ou experiência equivalente obrigatória. A experiência será avaliada com base nos pontos fortes necessários para a função (por exemplo, comportamentos demonstrados em empregos anteriores que se alinhem às necessidades da função, como cargos de liderança extracurricular, experiência militar, cargos de voluntariado, experiência profissional, etc.).