Posted 10 months ago
Marketing Cloud Customer Success Manager
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.
Domain and Subject Matter Expertise
Customer Success – Core Application Marketing Cloud Success
Customer Success – Marketing Cloud Application and Platform Upgrades
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