Customer Success Manager, Senior Manager - Healthcare & Life Sciences (Multiple Levels)

About the role

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.

Responsibilities

• Manage and resolve major customer incidents, ensuring customer satisfaction and timely resolution.
• Work closely with internal and external teams to provide a unified Signature experience.
• Ensure alignment of customer needs with internal processes and resources.
• Facilitate the adoption of new Salesforce features and tools for customers.
• Communicate the value of Signature Success to stakeholders and ensure customer renewals.
• Support customers during critical peak events to optimize their Salesforce platform usage.

Requirements

• Experience within HLS (Healthcare or Life Sciences industries).
• Minimum of 8 years work experience in one or more of the following: Technical Customer Success, Salesforce CRM, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
• Experience with Salesforce Sales Cloud and/or Service Cloud, and/or relevant competing platforms.
• Salesforce Certifications (AI Specialist, Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Consultant).
• 4+ years of experience in management consulting services.
• Experience working with Enterprise-level customers and scaling innovation initiatives.

Skills

• Deep technical knowledge of the Salesforce platform.
• Exceptional communication and presentation skills.
• Ability to explain complex technical concepts in business-friendly terms.
• Knowledge of software development process and design methodologies.
• Experience leading efforts of cross-functional teams.

Benefits

Note: This role is office-flexible, with the expectation that you will work from a Salesforce office three (3) days per week.

Pay

The typical base salary range for this position is $123,100 - $273,000 annually. Specific ranges vary by location.

Schedule

This role is office-flexible, with the expectation that you will work from a Salesforce office three (3) days per week.