Customer Success Manager

The Customer Success Manager will drive long term success and adoption as a trusted advisor to the Customer. These CSMs are the critical liaisons by which inbound and outbound activities will occur between the customer and our Managed Services technical team.

Experience required:
●​​ Knowledge of Cloud Computing (SaaS, PaaS) and Salesforce.com, either through work at industry participants or consulting to the industry. 
●​​  2+ years’ experience with Salesforce administration, development, or configuration.

Responsibilities – Customer Success Manager 
●​​ Supporting new customer onboarding, knowledge transfer and setup of operations (processes and workflows, training/customer education, support portal, project, etc.) 
●​ Liaison and coordination with offshore managed services teams to clarify issues, analyze problems and requirements
● Create and document change and enhancement requirements 
●​ Handling the preparation and distribution of reporting on SLAs in line with our commitments to customers and helping to answer any questions arising from this reporting quickly and accurately 
●​​ Ensuring effective communication to customer stakeholders in the event of a SLA disruption, and owning escalations as it relates to service delivery 
● ​​Strong intellectual and salesforce operations depth, coupled with effective executive presence and a communication style that conveys expertise and instills confidence 
● ​​Identify and act quickly on opportunities to enhance customer experience 
● ​Strong customer-centric mindset and ability to build and maintain strong, collaborative and effective relationships internally and externally 
●​ ​​Capacity to orchestrate and drive impact in processes throughout the Managed Services organization 
●​ ​​Interact with Salesforce and 3rd Party ISVs as necessary on behalf of the customers as it relates to day to day case work

Want to apply later?

Type your email address below to receive a reminder

Apply to Job

ErrorRequired field
ErrorRequired field
ErrorRequired field
Error
Error
insert_drive_file
insert_drive_file
Error