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.Customer Success Manager (m/w/x)
Vollzeitnur vor OrtBerufserfahren
Zürich
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Primary contact for high-profile customers, translating business needs into SaaS solutions. 5+ years industry expertise in Technical Customer Success or Solutions Architecture required. Focus on customer business goals, with assigned account partnerships.
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Anforderungen
- 5+ years industry expertise in Technical Customer Success, SaaS platform use, project leadership, Consulting, Solutions Development, or Technical/Solutions Architecture
- Exceptional communication and presentation skills
- Ability to influence at all organizational levels
- Skills for analyzing technical concepts
- Ability to translate technical concepts into business terms
- Ability to map business requirements into technical features
- Ability to explain complex technical concepts to customers
- Ability to explain customer needs to internal partners
- Knowledge of software development process
- Knowledge of design methodologies
- Experience leading cross-functional teams
- Facilitating resolution of customer needs or projects
- Proficiency in German or French
- Proficiency in English
- +2 years in Salesforce Ecosystem
- Salesforce product certifications are a plus
- Knowledge of Salesforce products and features
- Knowledge of Salesforce capabilities
- Knowledge of Salesforce best use
- Knowledge of Salesforce deployment
- Salesforce Certified Agentforce Specialist
- Degree or equivalent experience
Aufgaben
- Serve as the primary contact for high-profile customers
- Build customer success through superb communication
- Translate customer business needs to solutions
- Partner with assigned accounts
- Focus on customer's business goals
- Improve customer's technical and operational health
- Realize maximum value from Salesforce investment
- Maintain awareness of customer's key events and needs
- Identify potential risks and value drivers for customers
- Forge relationships with customers and account teams
- Develop deep technical understanding of Salesforce implementation
- Share standard methodologies and adoption of proactive services
- Proactively set customers up for success through platform optimization
- Provide special care during critical peak events
- Act as a point of contact for major incidents
- Own customer expectations and communications through incident resolution
- Act as the technical main interface for customers
- Work across internal and external collaborators, including partners and ISVs
- Serve as the single point of customer accountability
- Orchestrate all Signature deliverables, experience, renewal, and expansion
- Cultivate and maintain stakeholder relationships with customer leadership
- Coordinate completion of the Signature Success catalog of services
- Provide proactive Salesforce feature guidance
- Advise customers on adopting new Salesforce features
- Identify potential challenges and risks to customer implementations
- Communicate the value of Signature Success
- Ensure collaborators understand the value of Signature Success
- Act as an advocate for customers during high-severity case resolution
- Conduct quarterly reviews
- Identify trends and provide tailored release recommendations
- Ensure stability, performance, and feature enhancement
- Forge multidisciplinary relationships with Sales, Engineering, and Product Management
- Lead and coordinate customer relationships for success and revenue opportunities
- Be available for after-hour or weekend coverage as needed
- Anticipate and adapt to role changes per evolving Salesforce needs
Berufserfahrung
5 Jahre
Ausbildung
Bachelor-Abschluss
Sprachen
Deutsch – verhandlungssicher
Französisch – verhandlungssicher
Englisch – verhandlungssicher
Tools & Technologien
SaaSSalesforce EcosystemSalesforceAdministratorService Cloud ConsultantSales Cloud ConsultantData Cloud ConsultantAgentforce Specialist
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ITZürich
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