Customer Success Manager, Marketing Cloud

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Serve as the Marketing Cloud Subject Matter Expert (SME) for the technical and operational configuration and requirements of the client.

• Act as the primary point of accountability for orchestrating all Signature deliverables, experiences, renewals, and expansions.

• Build and sustain relationships with stakeholders, including the customer’s IT and business executives, sponsors, and decision-makers from organizations that have adopted Signature.

• Assist customers in achieving their business objectives and outcomes on the Salesforce Marketing platform by:

• Coordinating the fulfillment of the Signature Success catalog of services as needed for your client.

• Offering timely, proactive guidance on Salesforce features based on the customer's interests.

• Advising clients on the adoption of new features from Salesforce’s annual release schedules and identifying potential challenges and risks to their implementation.

• Articulating the value of Signature Success and ensuring that all collaborators comprehend this value to promote continued renewals.

• Advocate for clients during the triage and resolution of high-severity cases to facilitate timely issue resolution.

• Proactive Support & Enhancement: Conduct quarterly reviews, identify trends, and provide customized release recommendations to ensure stability, performance, and feature improvements.

• Internal Relationship Building: Establish strong multidisciplinary connections with Sales, Engineering, and Product Management to lead and coordinate customer relationships for successful revenue opportunities.

• The Customer Success Manager (CSM) may occasionally need to be available for after-hours or weekend coverage based on customer requirements.

• Evolution of Roles: Anticipate and adapt to changes in role responsibilities in response to evolving Salesforce needs.

⛳️ Requirements

• Proven professional with over 5 years of relevant industry experience in Technical Customer Success, Customer Success Management, SaaS platform usage or project leadership, Technology Consulting, Technology Solutions Development, or Technical/Solutions Architecture.

• Outstanding communication and presentation abilities, with a proven track record of effectively conveying and influencing at all organizational levels, including executive and C-level stakeholders.

• Capable of analyzing technical concepts and translating them into business terminology, as well as mapping business requirements to technical features.

• Proficient in explaining complex technical concepts in accessible business language to clients and articulating customer needs to internal teams.

• Coordinate and closely collaborate on high-volume events and/or critical customer events.

• Experience in leading cross-functional teams to address or resolve customer needs or projects.

🏝️ Benefits

• Accommodations for reasonable needs during the application process.