Customer Success Director – Travel – Transportation and Hospitality
| Company | Salesforce |
|---|---|
| Location | Indianapolis, IN, USA, Austin, TX, USA, Dallas, TX, USA, Chicago, IL, USA, Atlanta, GA, USA |
| Salary | $185500 – $268900 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- Possess a minimum of 5+ years in leadership roles with direct experience in customer success and team management.
- Exhibit strong critical thinking and ability to use data and insights to identify trends and risks.
- Entrepreneurial and ‘lead from the front’. You’re a proven leader and motivator, with deep experience leading technical organizations. You drive results and outcomes while balancing empathy and a people-first culture.
- You have a strong emotional intelligence for customers and deliver customer support like you expect to receive it; with excellence.
- You know what to say and more importantly, how to say it. You have demonstrable experience building strong internal and external relations, and influence outcomes and leverage relationships.
- Familiarity with Salesforce’s product offerings, services, and the larger industry landscape.
Responsibilities
- Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion.
- Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
- Address and resolve customer blocking issues as a leader representing Salesforce.
- Help your customers achieve their business goals and outcomes on the Salesforce 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, and 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.
- Implement strategies for Signature Success Plan renewals across teams.
- 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 enhancement.
- Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
- The CSM may be required to occasionally be available for some after-hour or weekend coverage depending on the customer’s need. Lead oversight on critical customer issues, working across Support, Critical Incident Center, and Engineering until resolution is achieved.
- Serve as Director level escalation and pursue each critical issue as an opportunity to drive the customer relationship.
- Evolution of Roles: Anticipate and adapt to role changes per evolving Salesforce needs.
Preferred Qualifications
- Experience with Salesforce Core Clouds (Sales/Service/Experience)
- Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, B2C Commerce Developer, Marketing Cloud: Administrator, Consultant, Email Specialist, Engagement Consultant).
- Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
- Experience working with Enterprise-level customers.