Salesforce

Customer Success Director

Salesforce

full-time

Posted on:

Location Type: Hybrid

Location: Melbourne • 🇦🇺 Australia

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Job Level

Lead

About the role

  • Serve as the single point of customer accountability who is responsible for the orchestration of all Signature deliverables, experience, and customer health.
  • Build and cultivate executive-level relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers
  • Provide strong Salesforce expertise and insights about the customer’s environments to evangelise the capabilities of Salesforce across all of our clouds, and communicate tailored recommendations and standard practices all of our clouds, encouraging Success Plan expansion across uncovered products
  • Accountable for the creation, and overall management of the Customers’ Joint Account Plan, in partnership with Sales and Professional Services, to ensure a cohesive Customer Success strategy and delivery as One Salesforce
  • Provides insights and guidance on improving performance via proactive alerts, assessing historical service case history trends, delivering release readiness reviews, and managing key events such as customer launches and critical business events by partnering with relevant teams and resources to drive the best customer outcomes
  • Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.

Requirements

  • Experienced professional with extensive relevant industry expertise in Customer Success, SaaS platform use or Project Leadership, Technology Consulting, and/or Solutions Architecture
  • Technically depth with Salesforce product and platform features, capabilities, and best practices - experience with Salesforce is a must requirement in order to deliver success for this highly complex customer.
  • Strong consultative skills, deep curiosity, and confirmed results working as a Trusted Advisor to drive business value for customers
  • Exceptional communication and presentation skills with demonstrated ability to present and influence effectively at all levels of the organization.
  • Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and be adept at handling objections
  • Ideal but not required: Experience in Telecommunications, Media or Utilities Industries
  • A good understanding of enterprise architecture principles
Benefits
  • health insurance
  • retirement plans
  • paid time off
  • flexible work arrangements
  • professional development
  • bonuses
  • stock options
  • equipment allowances
  • wellness programs

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Salesforce expertiseSalesforce product featuresSalesforce platform capabilitiesCustomer Success strategyProject LeadershipTechnology ConsultingSolutions ArchitectureEnterprise architecture principles
Soft skills
Consultative skillsCommunication skillsPresentation skillsInfluencing skillsRelationship buildingProblem-solvingCustomer advocacyCuriosity