Description
For our customers who wish to get the most value out of Salesforce with
enterprise and rapid support, delivered by our most skilled experts,
they purchase our Signature Success Plan. Our
Public Sector customers on Signature Success are able
to unlock our deepest level of partnership, engage with our most
skilled experts, and adopt the tools to be agile. They require the
highest level of trust and service from our teams, so they can
continue to deliver the same to their citizens.
As a Customer Success Manager (CSM), you will serve as a named
resource and partner for Salesforce’s customer organizations. You are
a trusted advisor, forging deep relationships with your customers and
account teams, maintaining an awareness of key events, needs,
potential risks, and value drivers. With a continual focus on your
customers’ business needs, you will help to improve their overall
technical and operational health, helping them to realize the maximum
value out of their Salesforce investment. You will act as a point of
contact for any major customer incidents, being responsible for
managing expectations and communications through the resolution of
such incidents.
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. This will require deep
technical knowledge of the Salesforce platform, and the ability to
work closely across internal and external teams to provide a unified
Signature experience.
Your Impact
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Serve as the single point of customer accountability
responsible for orchestration of all Signature deliverables,
experience, and renewal, and expansion.
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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.
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Help your customers achieve their business goals and outcomes
on the Salesforce platform by:
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Coordinating the completion of the Signature Success
catalog of services as required for your customer.
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Providing timely, proactive Salesforce feature guidance
based on the areas of interest for your customer.
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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.
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Communicate the value of Signature Success. Be accountable
for ensuring all collaborators understand this value so that
customers continue to renew Signature Success.
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Act as an advocate for customers during the triage and
resolution of high severity cases to assist with the timely
resolution of these issues.
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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
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Australian Citizenship - this is mandatory
to work with Australian Governments. Further security
clearance may be required in future.
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Experience in one or more of the following: Technical
Customer Success, SaaS platform use or project leadership,
Technology Consulting, Technology Solutions Development,
Technical and/or Solutions Architecture.
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Exceptional communication and presentation skills with
demonstrated ability to communicate and influence
effectively at all levels of the organization, including
executive and C-level.
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Skills for both analyzing technical concepts and translating
them into business terms and for mapping business
requirements into technical features.
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Ability to explain complex technical concepts in
business-friendly terms to customers, then explain customer
needs to internal partners.
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Knowledge of software development process and design
methodologies.
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Experience leading efforts of cross-functional teams to
facilitate resolution or disposition of customer needs or
projects.
Preferred Requirements
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Experience with Government customers.
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Experience with Salesforce Core clouds, and/or relevant
platforms.
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Salesforce product certifications are a plus (AI Associate,
Administrator, Advanced Administrator, Platform App Builder,
Sales Cloud Consultant, Service Cloud Consultant, Data
Cloud).
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Knowledge of Salesforce products and features, capabilities,
best use, and how to deploy.
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Experience working with Enterprise-level customers.
As part of our return to office model to encourage deep team and
customer collaboration, a minimum of 3 days in office/on client
site is required.
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