Customer Success Manager

Customer Success Manager - Italian Speaking at Salesforce. The Success Manager demonstrates deep business, industry, and product knowledge to partner with customers and guides them to accelerate business value and return from their investment with Salesforce. The role specializes in one or more lines of business, a specific cloud or industry to speak the customer language and ensure customer value realisation.

The Success Manager is aligned at key partner levels, building positive relationships to help customers progress on their digital journey. They work directly with customers that vary in market segment, size, solution complexity and life cycle depending on customer needs. The ideal candidate will possess both a Cloud specialization and industry skills to speak the customer language.

• Use our Customer Success Methodology to understand goals, assess capabilities, and provide recommendations to accelerate business and technology objectives.
• Develop knowledge of customers' Salesforce implementation and evangelise Salesforce capabilities across Clouds.
• Guide customers on organisational strategy, governance, and change processes based on customer needs.
• Demonstrate hands-on Salesforce product knowledge by applying platform features to customer priorities and roadmap.
• Identify risks to achieving business goals and collaborate with the account team to build risk mitigation plans.
• Produce and implement an adoption path showing current state, target future state with a timeline, and an enablement plan.
• Deliver business value and innovation by understanding key business challenges and growth potential for the customer.
• Build executive-level relationships with IT and business leadership, sponsors, and decision-makers to strengthen partnership.
• Network within accounts from executive level down to help customers achieve goals.
• Recommend additional Salesforce services and advisory experts when appropriate.
• Communicate technical product changes, degradations, outages, end of life and other relevant updates.

• Solid understanding of Salesforce product and platform features, capabilities, and best use.
• Ability to articulate the value of Governance to Business and IT executives.
• Understanding of enterprise architecture principles is strongly preferred.
• Ability to grasp and explain technological and business concepts clearly.
• Trusted advisor mindset with curiosity to understand customers, motivations, and needs.
• Degree or equivalent experience; experience evaluated based on core proficiencies for the role.
• Understanding of a retail company's e-commerce strategy, omnichannel integration, and customer lifetime value insights is a plus.

• 7-10 years of relevant industry experience.
• In-depth knowledge in one or more LoBs - a specific cloud or industry.
• Strong consulting skills and a record of driving business value as a Trusted Advisor.
• Ability to drive C-level conversations and facilitate difficult discussions; adept at handling objections.

• Visit Salesforce benefits site for details on well-being reimbursement, parental leave, adoption assistance, fertility benefits, and more.

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Posting Statement: Salesforce is an equal opportunity employer. Know your rights: workplace discrimination is illegal. Salesforce hires on merit and does not discriminate based on race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, disability, veteran status, or any other protected status.

• Employment type: Full-time
• Job function: Other
• Industries: Software Development, IT Services and IT Consulting, Technology, Information and Internet