Customer Success Manager (Retail Industry)

Join Salesforce as a Customer Success Manager (CSM) in the retail industry. As a CSM, you will be the primary point of contact for Salesforce's largest and highest-profile customers, helping them achieve their business goals and maximize the value of their Salesforce investment. You will build strong relationships with customers, develop a deep technical understanding of their Salesforce implementation, and advocate for their needs within the company. This role requires excellent communication skills, a focus on customer success, and a strong understanding of the Salesforce platform.

• Servir como punto de contacto principal para los clientes de Salesforce, manteniendo un enfoque continuo en los objetivos comerciales de los clientes.
• Construir relaciones sólidas con los clientes y los equipos de cuentas, desarrollando una comprensión técnica profunda de su implementación de Salesforce.
• Coordinar la finalización del catálogo de servicios de Signature Success y proporcionar orientación proactiva sobre las características de Salesforce.
• The ideal CSM has an extraordinary focus on customer success, is an exceptional communicator, exhibits professionalism, is dedicated to meeting and exceeding expectations, enjoys building relationships, has excellent collaboration skills, and can learn new technologies quickly
• Knowledge of software development processes and design methodologies
• Experience leading cross-functional teams to facilitate the resolution or disposition of customer needs or projects
• Ability to explain complex technical concepts in accessible language to customers, and clearly translate customer needs to internal teams
• 7+ years of relevant industry experience in Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, or Technical/Solutions Architecture
• Ability to analyse technical concepts, translate them into business terms, and map business requirements to technical features
• Excellent English communication and presentation skills, with demonstrated ability to influence and communicate effectively at all levels — including executive and C-suite
• A degree or equivalent experience. Experience will be evaluated based on the skills and behaviours relevant to this role — including extracurricular leadership, military service, volunteer roles, and other professional experience
• 2+ years of experience in the Salesforce ecosystem
• Salesforce product certifications (e.g. Administrator, Advanced Administrator, Platform App Builder, Service Cloud Consultant, Sales Cloud Consultant)
• Knowledge of Salesforce products, features, capabilities, best use, and deployment practices