Senior Manager, Customer Success Management Salesforce, Inc.

5.0 - 9.0 years

0 Lacs

karnataka

On-site

As a Frontline Senior Manager/Director - Customer Success Manager at our company, you will play a crucial role in ensuring that our customers receive a premium Signature experience through our Signature Success Plan. Your leadership will be instrumental in guiding a team of 8-15 Customer Success Managers to deliver the highest level of service and value to our customers. This position goes beyond just managerial responsibilities; it involves fostering collaboration across various departments within Salesforce to optimize team efficiency and resource allocation for customer satisfaction. Additionally, you will be tasked with developing strong executive relationships, mitigating risks proactively, and strengthening ties with other Salesforce teams. Your primary responsibilities will include leading and nurturing a team of Customer Success Managers, with a focus on upholding the Signature customer experience. You will oversee the allocation of resources and work closely with delivery leaders to ensure that the best-suited resources are aligned for our customers. Furthermore, you will be responsible for the successful execution of Signature offers for designated clouds, with a keen eye on customer satisfaction metrics. Building and maintaining executive relationships, addressing customer issues, and maximizing the value derived from Signature investments will also be key aspects of your role. Collaboration with Account Executives and various Salesforce teams will be essential in maintaining cohesive relationships and driving success across all fronts. You will work closely with the Renewals team and Success Plan Sales to facilitate Signature Success Plan renewals and foster growth across teams. Ensuring that team activities align with the obligations of the Signature Offer and Account Success goals will be crucial, along with supporting the professional growth of your team in alignment with individual career objectives. To excel in this role, you should possess a successful track record in customer success or related roles, with a minimum of 5 years in a front-line leadership position. Demonstrable experience in leading customer success teams, emphasizing customized customer experiences, is highly desirable. Your ability to collaborate effectively across internal teams and external partners, drive impactful conversations at the C-level, and manage risks proactively will be critical to your success. Proficiency in driving key metrics related to Customer Success Score, Customer Satisfaction, and Signature Adoption will be essential in measuring your performance in this role. Additionally, you should be comfortable working in AMER shifts (6:30 PM - 3:30 AM) to align with our operational requirements. We look forward to welcoming a dynamic and experienced individual to join our team and drive the success of our customers through the Signature Success Plan.,

Posted 3 days ago

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Senior Manager, Customer Success Salesforce, Inc.

5.0 - 9.0 years

0 Lacs

karnataka

On-site

As the Frontline Senior Manager/Director - Customer Success Manager at our company, you play a crucial role in ensuring that our customers receive the highest value from our Salesforce Signature Success Plan. By leading a team of 8-15 Customer Success Managers, you will be instrumental in delivering a premium Signature experience to our customers. This role goes beyond just leadership; it involves fostering collaboration across various Salesforce facets, from efficiently allocating resources to cultivating executive relationships and enhancing connections with our broader Salesforce teams. Your responsibilities will include leading and developing your team of Customer Success Managers to prioritize delivering our Signature customer experience. You will work towards ensuring the efficient allocation of Customer Success Managers and collaborating with delivery leaders to align the best resources for our customers. Additionally, you will oversee the execution of Signature offers for designated clouds, focusing on customer satisfaction and success score metrics. Developing executive relationships with customers, handling customer issues, and proactively identifying and addressing high-risk customers will also be key aspects of your role. Furthermore, you will partner closely with Account Executives and other Salesforce teams to maintain cohesive relationships and work towards the renewal and growth of Signature Success Plans. Ensuring that team activities align with the obligations of the Signature Offer and Account Success goals, as well as fostering the professional growth of your team in alignment with Account Success and individual career path objectives, will be essential. Preferred qualifications and skills for this role include a successful track record in customer success or related roles, with at least 5 years of experience in a front-line leadership position. Demonstrable experience in leading customer success teams, collaborating effectively across internal and external teams, and driving outcomes at the C-level are also important. Proficiency in risk management, driving key metrics related to Customer Success Score, Customer Satisfaction, and Signature Adoption, as well as the ability to facilitate difficult discussions and handle objections, will be valuable assets. Additionally, candidates should be comfortable working in AMER shifts (6:30 PM - 3:30 AM) to meet the demands of the role effectively.,

Posted 5 days ago

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