Posted almost 5 years ago

Marketing Cloud Customer Success Manager

Job Summary:

The Marketing Cloud Customer Success Manager (CSM) is a customer-facing, leadership role, working with our largest and most strategic customers. This individual has the ability and experience to develop effective relationships with customers to achieve success for their specific Marketing Cloud solution. The CSM invests time to understand each customers’ complex business and technical environments and helps them strategically and creatively identify enhancements and solutions that benefit the client.

By being current with Marketing Cloud roadmap, the CSM can articulate the value of subsequent features and functionality to the customer to ensure satisfaction, enable account growth and expansion, become a trusted advisor and ensure customers remain committed to Marketing Cloud as a long-term partner. This role is responsible for customer satisfaction and functions as the liaison between Marketing Cloud Product Development and Support, Delivery and Business Development. In taking on such a liaison role, the CSM ensures requirements critical to each customer are properly relayed and managed throughout each business unit within Marketing Cloud.

As a member of Senior Staff, the CSM aligns their behavior with Marketing Cloud’s vision, mission and values and the evolution of the organization. The Customer Success Manager 's involvement with the client will encompass the entire lifecycle of the relationship - beginning with the initial implementation and carry through to building a long-lasting relationship. Client interaction will be done primarily remotely, with occasional face to face meetings as warranted.

Responsibilities:

Domain and Subject Matter Expertise

• Maintain a working knowledge of competitive product lines and eCommerce industry
• Maintain a working knowledge of complementary SFDC products/services, competitive product lines, differentiators and industry trends through self-education and resources

Customer Success – Core Application Marketing Cloud Success

• Oversee support activities and engage where needed to ensure high levels of customer satisfaction.
• Be actively involved in developing, administering and responding to client satisfaction surveys on a regular basis.
• Discover areas for expansion of revenue within existing accounts in order to drive new business.
• Work directly with product management to deliver feedback from clients to best facilitate ideas and drive innovation for future product enhancement and development.
• Work with Sales and Delivery Teams to play a role in smooth customer implementations by providing Support Turnover assistance as directed and provide appropriate feedback to the greater sales team post go-live.
• Measure progress/success via tracking of client retention and revenue growth and consumption of resources.
• Conduct weekly and monthly service calls to deliver: service updates, usage reports, tickets / cases analysis, review invoices, discuss potential issues and improvements specific to the customer’s business.
• Participate in Quarterly Business Reviews, Satisfaction Report Card, and Improvement Plans.

Customer Success – Marketing Cloud Application and Platform Upgrades

• Assess and communicate platform update impact.
• Work with install base to support testing of platform updates in sandbox.
• Assess and communicate Marketing Cloud Application Upgrade impact.
• Work with install base to support testing of Marketing Cloud updates in sandbox.

Infrastructure

• Leverage and enhance internal tracking tools and systems to update relevant information held in these systems.
• Develop and maintain the multiple Marketing Cloud Demo Environments.
• Provide Demo infrastructure support to Salesforce.com SE’s and AE’s as-needed.

Qualifications:

• 5 - 7+ years industry experience; previous consulting experience preferred.
• B.S. or B.A. in Business, Engineering, Computer Science or similar field of study.
• Excellent track record with 5+ years experience as a Business Analyst in IT consulting or industry or relevant experience.
• Strong understanding of systems and business processes that include working with application data and data relationships.
• Adept with MS Office, Access and Visio or similar applications.
• Excellent communication, presentation, writing, and documentation skills.
• Must be able to travel domestically and internationally up to 50% of the time.

*LI-Y

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.