Salesforce
AI CRM
CustomerSuccessManager,SeniorManager
“Customer Success Manager, Senior Manager at Salesforce. Skills: Customer Success Management, Salesforce Platform Expertise, AI and Data Literacy, Executive Relationship Management. Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion.. Coordinate the completion of the Signature Success catalog of services as required for your customer.”
What You'll Achieve.
Help customers achieve their business goals and outcomes on the Salesforce platform.; Ensure customers continue to renew Signature Success.; Assist with the timely resolution of high-severity cases.
Industry & Context.
Occasional travel to customer sites, Availability for some after-hour or weekend coverage, depending on the customer’s need, Be in the office or customer site 3 days per week or as needed.
What They're Looking For.
Must Have
Italian mother tongue, based in Milan or immediate surroundings., Fluent in English, Minimum of 10 years of work experience in one or more of the following: Technical Customer Success, Salesforce CRM or SaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture., Experience with CRM applications, including Salesforce Sales Cloud and/or Service Cloud and/or a relevant competing platform., Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level., Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners., Ability to coordinate and work closely with high volume events and/or key events for the customer., Experience with leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects., AI and Data literacy. AI literacy includes understanding AI concepts like machine learning, agentic AI, responsible use and ethical implications. Data literacy involves data modeling, data strategy and analytics., Knowledge of software development process and design methodologies.
Nice to Have
Salesforce product certifications (Agentforce Specialist, Platform Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data 360) and Trailhead Ranger status and above, are a plus., Knowledge of Salesforce products and features, capabilities, best use, and how to deploy., Experience working with Enterprise-level customers.
What You'll Do.
Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables
Coordinate the completion of the Signature Success catalog of services as required for your customer.
proactive Salesforce feature guidance based on the areas of interest for your customer.
Act 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.
Act as an advisor to your customers for the integration of agentic AI into their business processes
considering technology
data governance and ethical implications.
Estimate and communicate the value of 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.
Manage expectations and communications through the resolution of major customer incidents.
Proactively set the customer up for success through optimization of the platform
with special care during critically important peak events.
How You'll Work.
Team & Collaboration
Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations.; Work closely across 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.; Explain customer needs to internal partners.
Communication Scope
Exceptional communication and presentation skills; Ability to communicate and influence effectively at all levels of the organization, including executive and C-level; Ability to explain complex technical concepts in business-friendly terms to customers; Ability to explain customer needs to internal partners
Process & Methodology
Project leadership
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