Customer Success Manager, Regulated Markets

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About Salesforce

We’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 Responsibilities

• Function as the Core (Service, Sales & Platform) Cloud Subject Matter Expert (SME) of the customer.

• Serve as the single point of customer accountability responsible for orchestration of all Signature results, experience, and renewal, and expansion.

• Nurture and maintain partner 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 Core 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.

  • Proactive Support & Enhancement: Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature improvement.

  • Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and growth.

• 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

• Experienced professional with 7+ years of relevant regulated industry expertise in Customer Success Manager, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.

• Experience with Salesforce Sales Cloud and/or Service Cloud, and/or relevant competing platforms.

• Outstanding communication and presentation skills with proven ability to communicate and influence effectively at all levels of the organization, including executive and C-level.

• Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.

• Ability to explain sophisticated technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.

• Proficient in Swiss-German and English

• Experience leading efforts of cross-functional team to facilitate resolution or disposition of customer needs or projects.

Preferred Requirements

• Salesforce product certifications are a plus (Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud, AI Associate).

• Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.

• Experience working with Enterprise-level customers.

• French and other additional European languages.

• Knowledge in regulated markets (i.e HLS, Finance)

Note: This is an office-flexible role. The expectation is to be in-office around 3 days a week when local to an office.

Accommodations

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.