Customer Success Manager, Marketing Cloud

Salesforce, Inc.; Greater London; Hybrid; GBP 60,000 - GBP 80,000; Full time

Job summary

A prominent tech company is looking for a Customer Success Manager to enhance customer satisfaction and success by fostering strong relationships and providing technical guidance. This role requires at least 7 years of experience in Technical Customer Success and familiarity with Salesforce products. Successful candidates will excel in communication and have a technical understanding of the Salesforce platform, including its Marketing Cloud features. Office flexibility with a minimum of 3 days in-office is expected.

Benefits

Support for work-life balance

Inclusive recruitment process

Qualifications

• 7+ years in Technical Customer Success or similar role.
• Experience with Salesforce Marketing Cloud or a competing platform.
• Exceptional communication and presentation skills.

Responsibilities

• Serve as a single point of customer accountability.
• Cultivate relationships with executive leadership.
• Communicate value and guide on Salesforce features.

Skills

Technical Customer Success

Salesforce CRM

SaaS platform use

Project leadership

Exceptional communication skills

Education

7 years of work experience

Experience with Salesforce Marketing Cloud

Tools

Salesforce Marketing Cloud

Salesforce Commerce Cloud

Job description

*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 Details****About Salesforce****Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.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 for Salesforce’s customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams and 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. **Your Impact*** Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion.* Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organisations 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.**Minimum Requirements*** 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 Marketing 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.**Preferred Requirements*** Experience with Salesforce **Marketing Cloud and/or Commerce Cloud,** and/or a competing platform (i.e. Shopify, Adobe, Marketo, etc.).* Salesforce product certifications are a plus (AI Specialist, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist, **Marketing Cloud: Administrator, Consultant, Email Specialist, Engagement Consultant, B2C Commerce Developer).*** Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.* Experience working with Enterprise-level customers.**Note:** This role is office-flexible, and the expectation is to be in office 3 daysUnleash Your PotentialWhen you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and *be your best*, and our AI agents accelerate your impact so you can *do your best*. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.AccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this .We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme. We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role. Applicants are welcome to opt-in to the interview scheme as part of the application process. If you would like to apply under the scheme, please click the link to the Accommodations Request Form above and scroll to the UK Disability Confident Scheme section within the form.Posting StatementAny 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.### ### ### ### ### ### ### ###