Customer Success Manager - Technical Support

Job Description:

Role & responsibilities:

The Customer Success team within Signature Success is looking for a driven and customer-focused Customer Success Manager (CSM) to serve as a primary contact point for Salesforce's largest and highest-profile customers.

You will have responsibility for partnering with a small number of assigned accounts, maintaining a continual focus on the customer's business goals to improve their overall technical and operational health and realize the maximum value out of their Salesforce investment.

The Customer Success Manager maintains awareness of the customer's key events, needs, potential risks, and value drivers.

As a trusted advisor, the CSM will build a track record in customer success through superb communication with partners and extensive knowledge of the Salesforce platform to translate their business needs to solutions.

You will forge relationships with your customers and account teams, develop a deep technical understanding of their Salesforce implementation, share standard methodologies, and adoption of proactive services.

These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events.

As a CSM, you will occasionally act as a point of contact for any major incidents, owning the customer's expectations and communications through the resolution of such incidents.

The CSM acts as the technical main interface on behalf of our customers and works closely across both internal and external collaborators, including partners and ISVs, as required to address the customer needs.

The ideal CSM has an extraordinary focus on the success of the customer, is an exceptional communicator, exhibits professionalism, is dedicated to meeting and exceeding expectations, enjoys forming relationships, has excellent collaboration skills, and has the ability to learn new technologies quickly.

Preferred candidate profile:

- Experienced professional with 8+ years of relevant industry expertise in Technical Customer Success, Customer Success Manager, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.

- Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.

- Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.

- Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.

- Coordinate and work closely with high volume events and/or key events for the customer.

- Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.

Shift details:

This role operates on the EST/AMER shift.

Once selected, you will be allocated to a team whose working hours will be one of the two timings below:

- 5:30 PM to 2:30 AM IST

- 7:30 PM to 5:30 AM IST