Business Customer Success Manager

Customer Success
About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Ready to level-up your career at the company leading workforce transformation in the agentic era? Agentforce is the future of AI, and you are the future of Salesforce.
For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support delivered by our most skilled experts, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.
The Customer Success Manager (CSM), serves as a named resource and partner for Salesforce’s customer organisations. The CSM is a trusted advisor, forging deep relationships with your customers and account teams, maintaining an awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers’ business needs, you will help to improve their overall operational health, helping them to realise the maximum value out of their Salesforce investment.
This CSM role will work with Tableau customers to understand their business objectives and provide strategic and technical guidance to deliver business value. This will require knowledge of the Tableau platform or equivalent Business Intelligence and/or Analytics platforms, and the ability to work closely across internal and external teams to provide a unified Signature experience.
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 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.
Minimum of 7 years work experience in one or more of the following: Technical Customer Success, Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
Experience with Tableau products, and/or a competing platform (i.e. Microsoft Power BI, Looker, Qlik, MicroStrategy, Domo)
Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organisation, including executive and C-level.
Skills for both analysing 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.
Knowledge of software development process and design methodologies.
Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.
Salesforce product certifications are a plus (Tableau Desktop Associate, AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant,Tableau Desktop, Tableau Server, Tableau Data Analyst).
Knowledge of Tableau products and features, capabilities, best use, and how to deploy.
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