Job Category: Customer Success
About Salesforce:
We’re Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.
For our customers who wish to get the most value out of Salesforce with an enterprise experience, they purchase our Signature Success Plan. Customers who have Signature unlock our deepest level of partnership, our most skilled expertise, and the tools to stay agile.
As we launch Signature capabilities for Tableau, we are looking for a leader to join our Tableau Account Success team aligned to two businesses: Communications, Media, Tech and Consumer & Business Services. The Sr. Manager, Customer Success is an exceptional, customer-oriented leader who has operated at the executive level. They lead the team’s execution against current & new Success contractual obligations. They lead the strategy for Signature Success Plan launch, renewals, and growth across teams, aligning closely with Product & Success Plan Sales, Renewals, Support, and Education.
The Frontline Manager ensures that their team of 8-15 Customer Success Managers consistently offers a premium Signature experience to our customers. An ideal candidate has a strong background in Customer Success strategies, trends, and outcomes at the enterprise level. The candidate is able to research, synthesize, and develop insights and actions from market intelligence & customer feedback. Customer centricity, teamwork, resourcefulness, flexibility, and a get-it-done demeanor are needed in this role. Passion & experience with organizations driving business impact & value through data & analytics is highly desirable.
Your Impact:
- Lead and develop a dedicated team of Customer Success Managers, emphasizing the delivery of our Signature customer experience.
- Ensure efficient allocation of Customer Success Managers and collaborate with delivery leaders to align the best resources for our customers.
- Lead all aspects of the execution of Signature offers for designated clouds, focusing on customer satisfaction and success score metrics.
- Develop executive relationships with customers and assist in handling customer issues and improving the value derived from their Signature investments.
- Proactively identify and address high-risk customers, aligning internal teams including executive sponsors and corrective actions.
- Partner closely with Account Executives and other Salesforce teams, ensuring cohesive relationships.
- Partner with Renewals team and Success Plan Sales to ensure Signature Success Plan renewals and growth across teams.
- Ensure that team activities adhere to the obligations of the Signature Offer and Account Success goals.
- Cultivate the professional growth of the team in alignment with Account Success and individual career path objectives.
Preferred Qualifications & Skills:
- Successful track record in customer success or related roles, with at least 5 years in a front-line leadership position.
- Demonstrable experience in leading customer success teams, with a focus on customized customer experiences.
- Strong ability to collaborate and drive outcomes across multiple internal teams and external partners.
- Ability to drive effective and influencing conversations at the C-level.
- Facilitate difficult discussions and be adept at handling objections.
- Knowledge in one or more lines of business.
- Proficient in risk management, with a proactive approach to identifying and addressing potential issues.
- Drive important metrics related to Customer Success Score, Customer Satisfaction, and Signature Adoption.
- Experience will be evaluated based on the strengths you'll need for the role (e.g. demonstrated behaviors in previous jobs, that align to role needs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.).
NOTE: This is an office-flexible role. The expectation is to be in-office 2 days a week when local to an office.
Our Investment In You:
- World-class enablement and on-demand training - check out Trailhead.com for a sneak peek!
- 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 bootcamp.
Volunteer Opportunities:
Have you heard of our 1:1:1 model, focused on giving back to the community? The success in giving back has helped us and our Trailblazer community become a leader in philanthropy, culture, and innovation. We are one of the World’s Most Innovative Companies, according to Forbes , we are #1 in PEOPLE ’s Top 15 Companies that Care, and are on Fortune’s Change the World list. Values create value. Our values helped drive our revenue number to $13.28 billion dollars in fiscal years in 2019.
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