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Customer Experience Leader

2 months ago

London, Greater London, United Kingdom Salesforce, Inc. Full time

Job Summary

The Customer Success Director serves as a key partner for Salesforce Signature customers, driving value and delivering exceptional experiences. This role requires a deep understanding of customer needs, industry trends, and Salesforce capabilities.

Key Responsibilities

  • Orchestrate Signature Experience: Utilize multi-cloud expertise to effectively coordinate Signature experiences across strategic, sophisticated customers.
  • Lead Customer Success Teams: May act as lead CSM, orchestrating CSMs for multi-org, multi-cloud customers, including Global Customers with CSMs in multiple geos.
  • Align with Stakeholders: Collaborate with Business and Technical stakeholders, Account Success teams, and internal partners to ensure customer goals are met and value is delivered through Signature.
  • Build Strong Relationships: Establish and maintain strong, trusted relationships with customers as a single point of accountability.
  • Drive Customer Success Metrics: Develop and drive Customer Success Score metrics for customers, handle escalations, and manage Red Accounts.

Preferred Qualifications and Skills

  • Industry Expertise: 10+ years of relevant industry experience in Customer Success, SaaS platform use, project leadership, Technology Consulting, and/or Solutions Architecture.
  • Salesforce Knowledge: Strong understanding of Salesforce product and platform features, capabilities, and standard methodologies, as well as enterprise architecture principles.
  • Consultative Skills: Proven consultative skills, deep curiosity, and results-driven approach as a Trusted Advisor to drive business value for customers.
  • Executive-Level Interpersonal Skills: 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.
  • Facilitation and Objection Handling: Ability to facilitate difficult discussions and adept at handling objections.
  • Education and Experience: Degree or equivalent experience required, with experience evaluated based on the strengths needed for the role.