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, acting as a point of contact for customers.
• Optimize the platform for customers to help them realize the maximum value from their Salesforce investment.
• Work closely with internal and external teams to provide a unified Signature experience.
• Lead efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.

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.
• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
• 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.

Skills

• Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
• Deep technical knowledge of the Salesforce platform.
• Ability to work closely across internal and external teams to provide a unified Signature experience.

Benefits

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

Pay

$123,100 - $273,000 annually
(California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC: $147,400 - $298,400 annually)

Schedule

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