Customer Success Manager - Marketing Cloud

Job Description:

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Job CategoryCustomer Success

Job Details

About (COMPANY NAME)
We're (COMPANY NAME), the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

The Customer Success team within Signature Success is looking for a driven and customer-focused Customer Success Manager (CSM) to serve as a primary contact point for (COMPANY NAME)'s largest and highest-profile customers. You will have responsibility for partnering with a small number of assigned accounts, maintaining a continual focus on the customer's business goals to improve their overall technical and operational health and realize the maximum value out of their (COMPANY NAME) investment. The Customer Success Manager maintains awareness of the customer's key events, needs, potential risks, and value drivers.

As a trusted advisor, the CSM will build a track record in customer success through superb communication with partners and extensive knowledge of the (COMPANY NAME) platform to translate their business needs to solutions. You will forge relationships with your customers and account teams, develop a deep technical understanding of their (COMPANY NAME) implementation, share standard methodologies, and adoption of proactive services. These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events.

As a CSM, you will occasionally act as a point of contact for any major incidents, owning the customer's expectations and communications through the resolution of such incidents. The CSM acts as the technical main interface on behalf of our customers and works closely across both internal and external collaborators, including partners and ISVs, as required to address the customer needs.

The ideal CSM has an extraordinary focus on the success of the customer, is an exceptional communicator, exhibits professionalism, is dedicated to meeting and exceeding expectations, enjoys forming relationships, has excellent collaboration skills, and has the ability to learn new technologies quickly.

Your Impact
* Function as the Marketing Cloud Subject Matter Expert (SME) for the technical and operational configuration (and needs) of the customer.
* Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion.
* Cultivate and maintain stakeholder relationships with the customer's IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
* Help your customers achieve their business goals and outcomes on the (COMPANY NAME) Marketing platform by:
* Coordinating the completion of the Signature Success catalog of services as required for your customer
* Providing timely, proactive (COMPANY NAME) feature guidance based on the areas of interest for your customer
* Acting as an advisor to your customers for the adoption of new features of (COMPANY NAME)'s annual release schedules and identifying potential challenges and risks to your customer's implementation
* Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success.
* Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.
* Proactive Support & Enhancement: Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
* Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
* The CSM may be required to occasionally be available for some after-hour or weekend coverage depending on the customer's need.
* Evolution of Roles: Anticipate and adapt to role changes per evolving (COMPANY NAME) needs.

Minimum Skills:
* Experienced professional with 5+ years of relevant industry expertise in Technical Customer Success, Customer Success Manager, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
* 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.
* Coordinate and work closely with high volume events and/or key events for the customer.
* Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.

Preferred Requirements:
* +2 years in (COMPANY NAME) Ecosystem.
* (COMPANY NAME) product certifications are a plus (Marketing Associate, Marketing Cloud Administrator, (COMPANY NAME) Certified Associate, Marketing Cloud Account Engagement Specialist, Marketing Cloud Email Specialist).
* Deep understanding of Marketing Cloud, marketing automation, personalization, advertising, and/or marketing platforms.
* Deep understanding of Digital Marketing processes, challenges and trends
* Knowledge of (COMPANY NAME) Marketing Cloud features and applications and able to articulate the value and how a Customer can benefit from Signature Success for Marketing Cloud
* Knowledge of (COMPANY NAME) product suite and features, capabilities, best use, and how to deploy, including knowledge of the (COMPANY NAME) platform and ecosystem.
* Degree or equivalent experience required. Experience will be evaluated based on the strengths you'll need for the role (e.g. demonstrated behaviors in previous jobs, that align to role needs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

This position will require you to work from your local (COMPANY NAME) office 3 to 4 days a week.

Volunteer Opportunities
Have you heard of our 1:1:1 model, focused on giving back to the community? The success in giving back has helped us and our Trailblazer community become a leader in philanthropy, culture, and innovation. We are one of the World's Most Innovative Companies, according to Forbes, we are #1 in PEOPLE's Top 15 Companies that Care, and are on Fortune's Change the World list. Values create value. Our values helped drive our revenue number to $13.28 billion dollars in fiscal years in 2019.

We have a public-facing website that explains our various benefits for:
* Health benefits
* Financial benefits and perks
* Time off and leave policies
* Parental benefits
* Perks and discounts
* Visit https://www.salesforcebenefits.com/ for the full breakdown.

Accommodations
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Posting Statement
At (COMPANY NAME) we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

(COMPANY NAME) is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. (COMPANY NAME) does not accept unsolicited headhunter and agency resumes. (COMPANY NAME) will not pay any third-party agency or company that does not have a signed agreement with (COMPANY NAME).

(COMPANY NAME) welcomes all