Sr. Customer Success Manager

Job description

Job Category

Customer Success Group

Job Details

Senior Customer Success Manager - Desk
Senior Customer Success Manager
Location: HQ/San Francisco and Chicago, IL

Salesforce Desk.com has a mission to help our customers deliver the best customer service. Our goal is to provide a simple, customer-first approach to everything we do. We have an unique team inside Salesforce, with a creative, fun, and fast-paced environment of a startup backed by the vast resources of a $6B+ company.

We’re looking for a dynamic, passionate, self-starter who cares deeply about customer success and understands the small business segment. As a Senior Customer Success Manager you will work to deliver value to our customers, primarily as we help customers move from Desk.com to Service Cloud. You would work in a 1:1 relationship with our most strategic customers.

You will become a Customer Service and Service Cloud expert so that you can coach customers into deriving the most value from Salesforce Service Applications. Your knowledge of the support and services category will also help you share best practices with customers. We are looking for someone that can roll up their sleeves to help customers implement those recommendations/best practices. It’s important to know how to work across teams to advocate for customers and influence internal decisions to make our customers successful. The work you do to maintain a healthy account will ensure reduced attrition and create long-lasting Salesforce advocates.

As to be expected in a company moving as fast as we are, the scope of this position will evolve continuously. Comfort with ambiguity is required. Below is a representation of what may be included in the CSM’s typical week:

Responsibilities include the following:

- Partner with Account Executives (AEs) and customers to develop migration success plans; work with AEs to help advance Desk to Service Cloud opportunities
- Ability to lead value discussions with our most strategic customers
- Deliver demos of Service Cloud and translate business needs into functionality/features
- Measure impact of efforts so that we can learn what works
- Establish relationships at all levels of the customer organization and leverage their influence throughout the customer journey
- Partner with renewals and help drive swaps proactively engaging with accounts to ensure renewal likelihood
- Anticipate issues and proactively mitigate risks; smoothly handle objections and able to diffuse difficult conversations
- Serve as a customer point of contact for escalations; manage escalated customers to health
- Communicate feedback from customers into the respective Desk.com organization for suitable action (e.g. product, support/services) and close feedback loop with customer
- Collaborate with other internal teams on projects, programs and tasks
- Develop new content, implement new programs and innovate new methods based upon identified needs to contribute to customer success

Qualifications:

- At least 5 years in a customer facing role/customer success role
- At least 3 years implementing technology solutions (cloud solutions preferred)
- Knowledge of Saleforce Service Cloud 
- Excellent presence; strong written and verbal communication skills
- Energetic, passionate, and unparalleled customer orientation
- Change agent | experiencing managing and influencing change in organizations
- Strong organizational skills
- Must thrive in a collaborative environment
- Ability to balance and manage competing priorities
- Previous experience working in a support organization preferred
- Bachelor of Arts and/or Bachelor of Science required

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s “World’s Most Innovative Company” six years in a row and one of Fortune’s “100 Best Companies to Work For” nine years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for \'family\') made up of our employees, customers, partners and communities, we are working to improve the state of the world. 
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