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.
The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the customer’s need.

Requirements

Experience within HLS (the 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.
Skills for both analyzing 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.

Benefits

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Applicant Tracking System Keywords

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Hard Skills & Tools

Salesforce CRMSalesforce Sales CloudSalesforce Service CloudSaaS platformTechnical Customer SuccessTechnology ConsultingSolutions DevelopmentTechnical ArchitectureSolutions ArchitectureManagement Consulting

Soft Skills

communication skillspresentation skillsinfluencing skillsstakeholder relationship managementcustomer advocacyproblem-solvinganalytical skillsbusiness translationcross-functional team leadershipcustomer engagement

Certifications

Salesforce AI SpecialistSalesforce AdministratorSalesforce Platform App BuilderSalesforce Sales Cloud ConsultantSalesforce Service Cloud ConsultantSalesforce Data Cloud Consultant