Channel Business Operations Specialist
Ivanti
CloudSFDC
Director, Customer Success Management
Salesforce
full-time
Posted on:
Origin: • 🇺🇸 United States • California, Washington
Visit company websiteSalary
💰 $202,700 - $293,200 per year
Job Level
Lead
Tech Stack
CloudSFDC
About the role
- Lead a team of 8+ CSMs, fostering growth and excellence
- Address and resolve customer blocking issues in collaboration with frontline managers
- Execute strategies for Signature Success Plan renewals across teams
- Work closely with peers and selling partners on capacity planning for Signature obligations
- Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed
- Partner with recruiting teams to orchestrate impactful talent acquisition events
- Collaborate on talent retention strategies, encompassing career pathing, promotions, and ongoing training
- Ensure teams are proficient in New Product Introductions (NPI) and New Service Introductions (NSI) initiatives
- Stay informed on market trends, risks, and opportunities specific to customers and industries, communicating insights to Territory & OU leaders
- Monitor key performance indicators, including Customer Health using Customer Success Score and Salesforce Loyalty
- As Cloud Manager, be responsible for delivery metrics, ensuring consistent progress and results
Requirements
- Possess a minimum of 4+ years in leadership roles with direct experience in customer success and team management
- Strong critical thinking and ability to use data and insights to identify trends and risks
- Excellent communication skills to bridge between various teams and levels
- Proven track record in talent management, including recruitment, retention, and development
- Familiarity with Salesforce's product offerings, services, and the larger industry landscape
- Knowledge of Salesforce products and features, capabilities, best use, and how to deploy
- Experience working with Enterprise-level customers
- Ability to research, synthesize, and develop insights and actions from market intelligence & customer feedback
- Customer centricity, teamwork, resourcefulness, flexibility, and a get-it-done demeanor
- Office-flexible, expectation to be in office 3 days per week
