Customer Success Manager (DE)

salesforce.com - Germany - Munich

Posted 739 days ago
  • Experience
    Not Applicable
  • Job function
    Sales
  • Employment type
    Full-time
  • Industry
    Computer Software, Information Technology and Services, Internet
  • Employer job ID
    a1k700000006C2jAAE
  • Job ID
    3310602

This is a preview of the Customer Success Manager (DE) job at salesforce.com. To view the full job listing, join LinkedIn - its free!Join LinkedIn - its free!

About this job

Job description

Founded in 1999, salesforce.com is the enterprise cloud computing company that is leading customers in their transformation to become social enterprises . Social enterprises are able to connect with customers, partners and employees in entirely new ways. Based on salesforce.com's real-time, multitenant architecture, the company's platform and application services give customers the tools to create a true social front office and revolutionize the way they sell, service, market, collaborate, work, and innovate. With more than 9,000 employees, the first enterprise cloud computing company to exceed $2.5B in annual revenue run rate, and more than 100,000 customers worldwide, we are proud to contribute to the success of companies of all sizes and industries, around the globe. We're also one of the "Best Places to Work" (FORTUNE). If you're passionate about innovation, come help revolutionize how companies collaborate and communicate with customers.



Salesforce.com 's Customers for Life team is analogous to an enterprise software services organization but with a different philosophy and a whole different level of investment, with a single-minded focus on customer success. 

Customer Success Manager for Salesforce.com 's Key Customers.

The Customer Success Manager is responsible for ensuring the success of Salesforce.com 's largest and most important customers.  The CSM will bring Salesforce.com 's best ideas, innovations, and capabilities to their portfolio of customers and match these to the customers' business goals, driving greater business value.

It is the CSM's's responsibility to drive customer adoption and success by providing governance advice, usage/adoption recommendations, risk identification and mitigation. The end result is increased customer satisfaction, retention and expansion of the Salesforce.com footprint.

Key to this role is being able to articulate value, inspire and sell the Social Enterprise future in a Cloud Computing world. As a trusted advisor and coach, the CSM is the post-sales success leader and provides their customers with a Success Blueprint and business roadmap.

In addition to the business process and change management skills needed for the role, the CSM should possess application functional or IT expertise in combination with exceptional customer management experience at the C-level. Working closely with the entire account team to execute the overall account strategy is key to the CSM's success.

CSM's also serve as an escalation point for issues that impact the customer's success and drive risk mitigation. CSM's are required to maintain strong working relationships with other salesforce.com customer facing personnel in the Sales, Services and Product Management teams.

Responsibilities:
  • As the Trusted Advisor, develop and maintain long-term relationships with stakeholders in your account portfolio. 
  • Working within an account team matrix lead the C-level stakeholders towards indentifying their Social Enterprise vision. 
  • Establish and play a fundamental part in managing your customers Change Management/Governance/Centre of Excellence program(s).
  • Partner with the customer to establish a transformational Business Roadmap/Blueprint to ensure achievement of program goals.
  • Effectively network an account from the C-Level down, becoming the Trusted Advisor, in order to achieve successful execution of the Blueprint.
  • Serve as a customer advocate in driving industry best practices and the evolution of salesforce.com product and platform functionality integral to the customer's success.
  • Ensure that all customers derive maximum value from their investment in Salesforce and utilize all their licenses.
  • Identify expansion opportunities and collaborate with sales teams to ensure growth attainment and footprint increase
  • Develop a comprehensive understanding of the customers' industry business challenges and objectives to appropriately map Salesforce.com features and associated business benefits to address their needs.
  • Identify risks to the customer achieving their stated business goals and developing a risk mitigation plan.
  • Appropriately engage Salesforce.com 's portfolio of experts as necessary.
  • Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimise customer attrition.
  • Contribute thought leadership and best practice around business transformation.
  •  


Required Skills/Experience:
  • Establish and maintain long term C-level Relationships.
  • Technical knowledge of our products and how to best use and deploy.
  • Commercial Acumen.
  • Think Strategically and Innovate.
  • Focus on Customer Success.
  • Escalation Management.
  • Experienced and mature decision-maker.
     

    Desired Skills/Experience:
    • Credible C-level Advisor/Coach
    • Account portfolio planning and prioritization.
    • Possess excellent verbal and written communication skills.
    • Extensive relevant work experience in a management consulting firm preferred.
    • Deep CRM or IT experience.
    • Proven effectiveness at leading and facilitating executive workshops.
    • Proven experience in managing large, complex project implementations.
    • Knowledge of business process automation.
    • Excellent interpersonal skills and the confidence to be an honest advocate, willing to push back when needed.
    • Willing to travel.
    • BA/BS degree (with MBA preferred).
    • Local relevant language skills essential, both written and oral.


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    Salesforce.com is an Equal Employment Opportunity and Affirmative Action Employer. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com does not accept unsolicited headhunter and agency resumes. Salesforce.com will not pay fees to any third-party agency or company that does not have a signed agreement with the Company.

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