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Director, Customer Success Management
3 months ago
The Customer Success Director serves as a named resource and partner for the Salesforce 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 expansion. 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 Salesforce to provide a unified Signature experience for their customers.
Responsibilities
- Uses multi-cloud expertise to effectively orchestrate Signature experience across the most strategic, sophisticated customers
- May act as lead CSM orchestrating CSMs for multi-org, multi-cloud customers (including Global Customers with CSMs in multiple geos)
- Aligns with and leads Business and Technical stakeholders, Account Success team, and internal partners around customer goals ensuring value is delivered through Signature
- Single point of customer accountability building and maintaining strong, trusted relationships
- Drives Customer Success Score metrics for customers; handles Escalations and Red Accounts
Preferred Qualifications and Skills
- Experienced professional with 9+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture
- Knowledge of Salesforce product and platform features, capabilities, and standard methodologies and a good understanding of enterprise architecture principles
- Strong consultative skills, deep curiosity, and proven results working as a Trusted Advisor to drive business value for customers
- Executive-level interpersonal skills, ability to drive effective conversations at the C-Level, and presentation skills with a consistent track record of influence at an executive level
- Ability to facilitate difficult discussions and be adept at handling objections
- Degree or equivalent experience required. Experience evaluated based on the strengths you'll need for the role (e.g. proven behaviors in previous jobs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
