Overview

Job title: Customer Success Manager, Marketing Cloud

Company: Salesforce

Responsibilities

• Serve as the primary contact point for Salesforce’s largest and highest-profile customers, partnering with a small number of assigned accounts and focusing on the customer’s business goals to improve technical and operational health and maximize value from the Salesforce investment.
• Maintain awareness of the customer’s key events, needs, potential risks, and value drivers.
• As a trusted advisor, build a track record in customer success through superb communication with partners and extensive knowledge of the Salesforce platform to translate business needs into solutions.
• Forge relationships with customers and account teams, develop a deep technical understanding of their Salesforce implementation, share standard methodologies, and promote proactive services.
• Proactively set the customer up for success through platform optimization, with special care during critical peak events.
• Occasionally act as a point of contact for major incidents, owning customer expectations and communications through incident resolution.
• Serve as the technical main interface on behalf of customers and work across internal and external collaborators, including partners and ISVs, as required to address customer needs.
• Demonstrate extraordinary focus on customer success, communicate effectively, maintain professionalism, and collaborate with stakeholders; rapidly learn new technologies.
• 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 for orchestration of Signature deliverables, experience, renewal, and expansion.
• Cultivate and maintain relationships with customer IT and business executive leadership, sponsors, and decision-makers within the customer organization.

Your Impact

• Help customers achieve their business goals on the Salesforce Marketing platform by coordinating the Signature Success catalog of services as required, providing timely feature guidance based on the customer’s areas of interest, and advising on adoption of new features in Salesforce’s annual release schedules while identifying potential challenges and risks.
• Communicate the value of Signature Success and ensure all collaborators understand this value to support renewals.
• Advocate for customers during triage and resolution of high-severity cases to aid timely resolution.
• Proactive Support & Enhancement: conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancements.
• Internal Relationship Building: forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to coordinate customer relationships for success and revenue opportunities.
• The CSM may be required to occasionally be available for after-hours or weekend coverage depending on the customer’s needs.
• Evolution of Roles: anticipate and adapt to role changes per evolving Salesforce needs.

Minimum Skills

• 5+ years of relevant experience in Technical Customer Success, Customer Success Management, SaaS, or related fields; including project leadership, technology consulting, technology solutions development, or technical/solutions architecture.
• Exceptional communication and presentation skills with ability to influence at all levels, including executive and C-level.
• Ability to analyze technical concepts, translate to business terms, and map business requirements to technical features.
• Ability to explain complex technical concepts in business-friendly terms to customers and translate customer needs to internal partners.
• Ability to coordinate and work closely with high-volume events and/or key events for the customer.
• Experience leading cross-functional teams to resolve or disposition customer needs or projects.

Preferred Requirements

• 2+ years in Salesforce ecosystem.
• Salesforce product certifications are a plus (Marketing Associate, Marketing Cloud Administrator, Salesforce 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 Salesforce Marketing Cloud features and applications and ability to articulate value to customers for Signature Success for Marketing Cloud.
• Knowledge of Salesforce product suite and features, capabilities, best use, and deployment, including knowledge of the Salesforce platform and ecosystem.
• Degree or equivalent experience required; demonstrated strengths in relevant roles and experiences.
• This position requires being in a local Salesforce office 3 days a week.

Location

London

Equal Opportunity

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. All hires and promotions are based on merit, competence, and qualifications, without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or other protected characteristics. This policy applies to recruitment, hiring, job assignment, compensation, promotion, and other employment actions.