- Minimum of 7 years of work experience in one or more of the following: Technical Customer Success, Salesforce CRM or SaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture
- Experience with Salesforce Nonprofit Cloud and/or a relevant competing platform
- 4+ years’ experience in management consulting services
- Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organisation, including executive and C-level
- Skills for analysing technical concepts and translating them into business terms and mapping business requirements into technical features
- Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners
- Knowledge of software development process and design methodologies
- Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects
- (Desirable) Experience working with Nonprofit Organizations
- (Desirable) Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, and Service Cloud Consultant)
- (Desirable) Knowledge of Salesforce products and features, capabilities, best use, and how to deploy
- (Desirable) Experience working with Enterprise-level customers
- 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
- When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile
- As a Customer Success Manager (CSM), you will serve as a named resource and partner to Salesforce’s customer organizations
- You are a trusted advisor, forging deep relationships with your customers and internal account teams while 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 optimisation 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
- Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion
- Build trusted relationships with nonprofit and NGO customers, acting as a strategic advisor
- 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
- Help your customers achieve their business goals and outcomes on the Salesforce 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
- 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
Salarisomschrijving
€60000 - €85000 monthly