at Salesforce in Chicago, Illinois, United States
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 Success
Job Details
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 Description
For our customers who wish to get the most value out of Salesforce with an enterprise experience, 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.
We are seeking a senior leader to join our Account Success team focused on our Pinnacle portfolio of our largest Technology Media and Telecommunications customers.
This role leads the strategy for Signature Success Plan renewals and growth across teams, aligning closely with Territory, Renewals, and Success Plan Sellers. An ideal candidate has a strong background in Customer Success strategies, trends, and outcomes at the enterprise level. The candidate is able to research, synthesize, and develop insights and actions from market intelligence & customer feedback. Customer centricity, teamwork, resourcefulness, flexibility, and a get-it-done demeanor are needed in this role.
Your Impact
Lead a team of 25+ CSMs and their managers, fostering growth and excellence while emphasizing the delivery of our Signature customer experience and entitlement obligations.
Lead all aspects of the execution of Signature offers for designated clouds, focusing on customer satisfaction and Delivery Metrics ensuring consistent progress and results.
Develop executive relationships and address and resolve customer-blocking issues in collaboration with frontline managers.
Proactively identify and address high-risk customers, aligning internal teams including executive sponsors and corrective actions.
Execute strategies for Signature Success Plan renewals across teams while improving and demonstrating value derived from their Signature investments.
Work closely with peers and selling partners on capacity planning for Signature obligations.
Partner closely with Account Executives, Sales leaders, and other Salesforce teams, ensuring cohesive relationships.
Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as neededto align the best resources for our customers.
Collaborate on talent retention strategies, encompassing career pathing, promotions, and ongoing training.
Ensure teams are proficient in New Product Introductions (NPI) and New Service Introductions (NSI) initiatives.
Stay informed on market trends, risks, and opportunities specific to customers and industries, communicating insights to Territory & OU leaders.
Monitor key performance indicators, including Customer Health using Customer Success Score and Salesforce Loyalty.
Minimum Requirements
Possess a minimum of 8+ years in leadership roles with direct experience in customer success and team management.
Experience with Pinnacle accounts or other Large/Complex Enterprise Customers
Exhibit strong critical thinking and ability to use data and insights to identify trends and risks.
Demonstrate excellent communication skills to bridge between various teams and levels.
Showcase a proven track record in talent management, including recruitment, retention, and development.
Familiarity with Salesforce's product offerings, services, and the larger industry landscape.
Preferred Qualifications & Skills
Experience with Salesforce C360, and/or competing platforms
Salesforce product certifications are a... For full info follow application link.
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. 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. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.
