Description
Role Responsibilities
Function as the Core (Service, Sales & Platform) Cloud Subject Matter Expert (SME) of the customer.
Serve as the single point of customer accountability responsible for orchestration of all Signature results, experience, and renewal, and expansion.
Nurture and maintain partner relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
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Help your customers achieve their business goals and outcomes on the Salesforce Core platform by:
Coordinating the completion of the Signature Success catalog of services as required for your customer.
Providing timely, proactive Salesforce 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 Salesforce’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 improvement.
Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and growth.
The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the customer’s need.
Minimum Requirements
Experienced professional with 7+ years of relevant regulated industry expertise in Customer Success Manager, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
Experience with Salesforce Sales Cloud and/or Service Cloud, and/or relevant competing platforms.
Outstanding communication and presentation skills with proven 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 sophisticated technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
Proficient in Swiss-German and English
Experience leading efforts of cross-functional team to facilitate resolution or disposition of customer needs or projects.
Preferred Requirements
Salesforce product certifications are a plus (Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud, AI Associate).
Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
Experience working with Enterprise-level customers.
French and other additional European languages.
Note: This is an office-flexible role. The expectation is to be in-office around 3 days a week when local to an office.