Director, Customer Success Management

at  Salesforce

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.
Job Category
Customer Success
Job Details

MINIMUM REQUIREMENTS

• +5 years work experience in one or more of the following: Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
• +2 years in Salesforce Ecosystem & Core
• 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.
• 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
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• Lead a team of CSMs, often comprised of a set of accounts aligned by industry and/or geography, fostering growth and excellence
• Align closely with Territory, Renewals, and Success Plan Sellers
• Align closely with Sales Leaders
• Define priorities across their book of business and drive strategies for Signature Success Plan growth, renewals and investments across their team(s)
• Monitor and optimize engagement delivery and critical metrics for Signature customers
• Work closely across stakeholders on capacity planning for Signature obligations
• Monitor and resolve customer blocking issue
• Another key area is monitoring and, where possible, expanding the Signature footprint which requires alignment with Success Plan sellers and Sales leadership.
• CSM People Leader is directly responsible for the monitoring and, where possible, expansion of the licenses footprint as this metric rolls up to the OU Aligned CSM LeaderFinally the CSM Leader should support the team with escalations and ensure all stakeholders are involved and aligned