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, 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

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