Customer Success Manager managing a portfolio of SMB and mid - market accounts for HSI’s EHS solutions. Guiding customers to realise value and maximise product adoption in a fast - paced environment.
SA
Hybrid Customer Success Manager – Global Public Sector, NGO, Higher Education
Posted 6 days ago
About the role
- Customer Success Manager role at Salesforce focusing on ensuring high-value customers achieve ROI with Signature Success Plan. Responsible for delivering customer experience and managing stakeholder relationships in the Global Public Sector.
Responsibilities
- Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
- Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle
- Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
- Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
- Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks.
- Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems.
- Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing
- Share best practices for sales and service process optimization, data quality, and customer experience
- Drive adoption of Tableau Cloud features with reps, agents, managers, supervisors, and ops teams
- Track usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores)
- Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership.
- Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their problems.
- Solidify partnership commitments and drive innovation aligned with customers' business challenges.
Requirements
- Experienced business professional, preferably with 3+ years of relevant industry expertise in Customer Success, Salesforce platform use, or related fields.
- Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
- Possess industry-relevant expertise and begin honing skills in a relevant functional area.
- Should understand the broad impact of the industry on the customer’s business.
- Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms.
- Must have Cloud/Platform Requirements (Including above): Plus 3-4 years experience supporting customers using Sales Cloud, or Service Cloud.
- Working knowledge of core features: Sales Cloud: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards Service Cloud: Cases, Knowledge, Queues, Service Console, Omni-Channel routing
- Understanding of Sales (lead-to-cash, opportunity management, pipeline management) and Service (case management, escalation, SLA management) processes.
- Familiarity with Sales Cloud automation (workflows, process builder, flows for sales processes) and Service Cloud automation (email-to-case, web-to-case, case assignment rules, macros)
- Ability to demonstrate Lightning Sales/Service Console and mobile app
- Knowledge of common sales (territory management, lead assignment, opportunity stages) and Services (case deflection, knowledge management, multi-channel support) use cases.
Benefits
- Health insurance
- Flexible working hours
- Professional development opportunities
- Paid time off
- Remote work options
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