Description

Role Responsibilities

• Function as the Core (Service, Sales & Platform) Cloud Subject Matter Expert (SME) of the customer.

• Serve as the single point of customer accountability responsible for orchestration of all Signature results, experience, and renewal, and expansion.

• Nurture and maintain partner relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.

• Help your customers achieve their business goals and outcomes on the Salesforce Core platform by:

• Coordinating the completion of the Signature Success catalog of services as required for your customer.

• Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer.

• Acting as an advisor to your customers for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementation

• Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success.

• Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.

• Proactive Support & Enhancement: Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature improvement.

• Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and growth.

• The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the customer’s need.

Minimum Requirements

• Experienced professional with 7+ years of relevant regulated industry expertise in Customer Success Manager, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.

• Experience with Salesforce Sales Cloud and/or Service Cloud, and/or relevant competing platforms.

• Outstanding communication and presentation skills with proven 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 sophisticated technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.

• Proficient in Swiss-German and English

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

Preferred Requirements

• Salesforce product certifications are a plus (Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud, AI Associate).

• Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.

• Experience working with Enterprise-level customers.

• French and other additional European languages.

Note: This is an office-flexible role. The expectation is to be in-office around 3 days a week when local to an office.