Customer Success Manager

**Job Category **:Salesforce.org

**Job Details**:
Salesforce.org, the social impact centre of Salesforce, is seeking a talented Customer Success Manager with a passion for helping customers drive adoption of our industry solutions, to help revolutionize the Nonprofit market in EMEA.

The Customer Success Manager will engage with some of our most strategic customers to improve and accelerate their adoption of Salesforce solutions which help transform their business and achieve mission objectives. This role requires strong consulting and advising ability, nonprofit domain experience (especially digital fundraising and programme management), and exceptional relationship development skills.

Within Customer Success, the Success Manager will help strategize and deliver 1:1 and 1:Many Customer Success initiatives to increase product awareness, provide industry best practices, and drive strategic guidance. Together, in collaboration with Sales, this means helping customers improve Salesforce to transform their business and engage with their customers in whole new ways. The result is increased value, engagement, retention, customer happiness, and ultimately expanding Salesforce’s footprint.

**RESPONSIBILITIES**:

- Proactively ensure customers derive maximum business value from their investment in Salesforce/Nonprofit Cloud; leveraging our Customer Success Methodology to partner with customer executives in understanding their objectives, assessing their capabilities, and prescribing recommendations tailored to their context to help accelerate the achievement of their business objectives.
- Cross-collaborate with teams and individuals in: Sales, Solution Engineers, Marketing, Industry Solutions, Technical Support, Independent Software Vendors (ISVs) and System Integrators (SI) Partners, and Customer Success counterparts in our AMER and APAC regions, to drive holistic customer support.
- Facilitate high-impact engagements across all levels of an organization (C-level, VP, Business Owners, Mid-Level Management, IT / Admin, and Project Team).
- Curate learning paths and prescribe the right Cloud Services Resources (Premier Success, Expert Coaching/Specialists, Advisory Services and more) to be successful in addressing the people, process, and technology components of digital transformation; functional/technical requirements, architecture, design and enablement etc.
- Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed; resolve at-risk Customer escalations, and drive customer ‘Red Accounts’ to a successful resolution.
- Organize Quarterly Success Reviews (QSRs) with Regional Vice Presidents (RVPs), and collaborate with Sales/Renewal team to ensure full renewal and continued success, identify new growth opportunities, and increase footprint.
- Serve as a customer advocate in driving industry best practices and assist with development and execution of scaled customer success programs such as events and roundtable discussions to drive engagement, foster community, peer-to-peer learning, adoption and innovation.
- Achieve and Maintain credentials and 100% compliance to learning path related to Salesforce feature releases, product enablement, and Customer Success methodology.
- Estimated 40% customer-facing virtual engagements; due to COVID (post-COVID may include up to to 20% travel).

**YOUR IMPACT**:
Success will be measured by moving the needle across strategic accounts in the following categories. It will also be measured by the breadth and depth of sales and customer relationships; contributions to the role and process improvement; escalation and risk mitigation management; and proven leadership.
- Customer Engagements
- Attrition
- Adoption

**PREFFERED QUALIFICATIONS & SKILLS**:

- Bachelor’s degree or equivalent, with 4+ years relevant work experience in Customer Success.
- Experience with Salesforce Education Cloud preferred; or experience working with customers in the Education industry or enterprise software solutions in the Recruiting/Admissions, Student Success, Alumni/Advancement space. Experience in the Education market in EMEA a definite plus, as this role, will be based in one of our European hubs.
- Superior communication and presentation skills in English AND another European language
- Deep understanding of customer success principles (people, process, technology); approaches and best practice considerations for vision and strategy development, business value, change management, adoption, and governance frameworks.
- Experience facilitating customer meetings and presenting to an Executive-level audience in a concise, inspirational, and convincing manner; maintaining trust during complex or escalated customer situations.
- Collaborative and consultative work style; an exceptional team player with strong interpersonal skills and ability to navigate organizational challenges and deliver on the nee