Posted over 1 year ago
This posting is for multiple regional Sr. Manager/Directors within AMER (North & East, South, West):
Sr. Technical Manager, Customer Success AMER
Technical Director, Customer Success AMER
In this role, you will be the manager of a group of Customer Success Architects and Engineers, accountable for all management aspects of their team within the larger Customer Success Architecture organization.
As the Regional Manager/Director, you will be truly passionate about getting hands-on with your team, coaching them on how to drive business outcomes with our customers, helping to enable their career aspirations, and removing challenges preventing them from accomplishing their goals. You will embody a thought leadership and evangelist mentality to help our customers and lead by example as a Player-Coach. At the same time, you will continue building our world class Customer Success technical team through recruiting efforts and advise on customer success career development areas.
You will be a key member of the Customer Success leadership team in your region for MuleSoft. In this role you will report directly to the Director, Global Customer Success Architecture. The Regional Director of CS Architecture will partner with the Regional Customer Success Director(s) and Regional Vice Presidents to ensure that we are prioritizing and applying our technical resources to best enable our customers’ to achieve their business outcomes, and driving retention and expansion of our existing customer base.
Establish a relationship with the members of your team and establish a regular cadence of coaching and career development touch points
Engage with the Salesforce Talent team to continue recruiting efforts to scale out your team. Provide input into the recruiting strategy to drive a pipeline of candidates, conduct hiring manager interviews with qualified candidates, and make hiring recommendations.
Establish a working relationship with the regional Customer Success and Sales leadership team
Align with both global and regional CS leadership on current priorities
Review and recommend changes to account assignments for Tech team individuals to match changing priorities
Establish a career development plan with each member of your team
Complete Salesforce Manager training
Minimum 10 years experience as an individual contributor in a consultant / architect role within the enterprise software industry, and a minimum of 3 years in a customer success role
Prior advisory consulting experience in the integration or API space preferred
Compelling leader who can effectively coach individually and drive team motivation
Effective at building senior and executive relationships with key stakeholders
Strong analytical thinker with demonstrated command of outcome based delivery models
Demonstrated effectiveness in customer facing/live engagements
Strong career trajectory, history of top performance in successive roles
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