Customer Success Manager: Corporate Sales

Location(s):
San Francisco, CA - HQ
 
Description: Salesforce.com’s Customer Success Managers (CSMs) are subject matter experts when in comes to CRM and the business processes which it facilitates. They are the trusted advisor to our customers, helping ensure customers achieve success with their implementation and return on their investment. The CSM works with a broad cross-section of customers in the SMB space to strengthen adoption; identify opportunities to expand the footprint, and help ensure the renewal of salesforce.com. By leveraging a consultative approach, our CSMs work strategically with their customer base, to understand their business objectives, determine the best approach for leveraging salesforce.com capabilities, and provide recommendations on how to proceed. CSMs are an integral component of our sales organization, and we are looking for strong contributors to join this hybrid team of competitive and experienced professionals focused on customer satisfaction, process improvements, and our customer's ROI.

Responsibilities:
  • Proactively identify and prioritize accounts to focus efforts within a defined territory as based on perceived risk, potential growth, strategic value, and renewal timeframe.
  • Develop success plans for customers that outline their critical success factors, metrics for success, potential issues and provide recommendations.
  • Closely monitor adoption rates of assigned accounts; provide keen insight into exactly how customers are using our service, the pros and cons, anything we can do to improve their ROI on the service.
  • Develop a complete understanding of the salesforce.com products and working knowledge of complementary products and services
  • Gather and create best practices for implementing and using salesforce.com to be disseminated to customers through content, conversations and presentations.
  • Act as liaison between product management and the customer to be an expert on the product, understand the roadmap and escalate critical product issues.
  • Work closely with professional services and consulting partners to identify new opportunities and facilitate transitions following new implementations or re-implementation.
  • Work collaboratively with Account Executives who are responsible for driving revenue opportunities across a diverse account base through uncovering new business opportunities within the install base.


Required Skills/Experience:
  • Bachelor's degree required
  • Strong consulting experience (especially in CRM, ERP, etc.)
  • Extensive account management experience
  • Proven experience building new business pipeline for product, services, and education
  • Relevant industry experience in High Tech/Enterprise Software
  • Prior hands-on working knowledge and/or implementation of an enterprise class CRM application (e.g. salesforce.com, Siebel, SAP, Oracle, PeopleSoft)
  • Excellent presentation, written and verbal communication skills
  • Experience working with senior executive level personnel
  • Proven time management skills with the ability to prioritize tasks
  • Work well under pressure


Desired Skills:

About You
 
More Info
 
Equal Employment Opportunity Survey
 
As a federal contractor, we must periodically produce statistical analyses of our applicant records. This form ensures full compliance with our policy on Affirmative Action and non-discrimination. Completion of this form is completely voluntary and will help in implementing our affirmative action program.

If you choose not to answer any of the items, you will not be subject to adverse effects. However, we urge you to answer each one and assure you that this information is confidential and will not become a part of your applicant file. If you do not voluntarily self-identify or if you indicate a clearly inappropriate response, identification will be made by visual or other judgmental factors.

 
Self-Identification Descriptions
 
 
 

* These fields are required