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Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support delivered by our most skilled experts, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.
The Customer Success Manager (CSM), serves as a named resource and partner for Salesforce’s customer organisations. The CSM is a trusted advisor, forging deep relationships with your customers and account teams, maintaining an awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers’ business needs, you will help to improve their overall operational health, helping them to realise the maximum value out of their Salesforce investment.
This CSM role will work with Tableau customers to understand their business objectives and provide strategic and technical guidance to deliver business value. They will partner with sales and orchestrate internal resources to drive customer health, increase user adoption, and reduce attrition.
This will require knowledge of the Tableau platform or equivalent Business Intelligence and/or Analytics platforms, and the ability to work closely across internal and external teams to provide a unified Signature experience.

Responsibilities

Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and 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.
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.
- 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.
Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.

Required Qualifications

Minimum of 7 years work experience in one or more of the following: Technical Customer Success, Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
Experience with Tableau products, and/or a competing platform (i.e. Microsoft Power BI, Looker, Qlik, MicroStrategy, Domo)
Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organisation, including executive and C-level.
Skills for both analysing technical concepts and translating them into business terms and for mapping business requirements into technical features.
Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
Knowledge of software development process and design methodologies.
Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.

Preferred Qualifications

Salesforce product certifications are a plus (Tableau Desktop Associate, AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant

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Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

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Customer Success Manager - Tableau

Benefits

Job Description