Customer Success Manager - Public Sector

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job CategoryCustomer SuccessJob DetailsAbout SalesforceWe’re Salesforce, 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.About SalesforceWe’re Salesforce, 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.Role DescriptionFor our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled experts, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.The Customer Success Manager serves as a named resource and partner for the Salesforce Signature customer organizations. They orchestrate all deliverables their customer is entitled to, including coordinating the day-to-day customer Signature experience from onboarding through Signature contract renewal and expansion. They develop deep relationships with their customers’ team members and pair that with relevant industry knowledge to improve implementation health. This role will also partner across Salesforce to provide a unified Signature experience for their customers.The Customer Success Manager in Salesforce National Security supports Signature customers in the Department of Defense, Aerospace and Government System Integrators, and the Intelligence Community. They understand that supporting government customers requires a comprehensive understanding of government processes, regulations, and compliance requirements. They must possess a US Citizenship as they will be supporting government agencies using Salesforce GovCloud.Strong problem-solving abilities are necessary for navigating public sector challenges and finding innovative solutions. Security clearance is a plus but not required.Your ImpactEffectively aligns with and manages both Business & Technical Stakeholders around customer goals ensuring value is delivered through SignatureSingle Cloud Product expertise as well as industry-relevant expertiseSingle point of customer accountability covering only Signature-entitled customers building and maintaining strong, trusted relationshipsAuthority in orchestrating technical resources & delivering technical informationDrives Customer Success Score metrics for customers and handles Escalations and Red AccountsPreferred Qualifications & SkillsExperienced professional with 5+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions ArchitectureKnowledge of Salesforce product and platform features, capabilities, and standard methodologies. A good understanding of enterprise architecture principles.Strong consultative skills, deep curiosity, and confirmed results working as a Trusted Advisor to drive business value for customersOutstanding communication and presentation skills with a demonstrated track record of influencing effectively at all levels of the organizationAbility to drive effective and influencing conversations at the C-level; facilitate difficult discussions and be adept at handling objectionsKnowledge in one or more lines of business (LoBs)Highly adept at working autonomously, demonstrating initiative and ownership in driving projects forward.Proven ability to collaborate effectively with cross-functional teams, including sales, marketing, product development, and customer support, to ensure seamless customer experiences and drive business outcomes.Problem-solving and solution-oriented. Track record of identifying customer challenges, developing creative solutions, and implementing strategies to overcome obstacles and achieve desired results.Committed to continuous learning and adaptability, ongoing professional development, staying abreast of industry trends, emerging technologies, and best practicesProficiency in leveraging data and analytics to inform decision-making processes, track performance metrics, and drive continuous improvement initiatives.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.)Note:This is an office-flexible role. The expectation is to be in-office 2 days a week when local to an office.Our Investment In YouWorld-class enablement and on-demand training - check out Trailhead.com for a sneak peek!Exposure to executive thought leaders with a passion for living our valuesClear path to promotion with accelerated leadership development programsWeekly 1:1 coaching with your leadershipFast Ramp mentorship programWeek-long product bootcampSandler Sales TrainingVolunteer OpportunitiesHave you heard of our 1:1:1 model, focused on giving back to the community? The success in giving back have 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 toForbes, we are #1 inPEOPLE’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 benefitsFinancial benefits and perksTime off and leave policiesParental benefitsPerks and discountsVisit salesforcebenefits.com for the full breakdown.AccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.Posting StatementAt Salesforce 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.Salesforce 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. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.Salesforce welcomes all. #J-18808-Ljbffr