For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled guides, they purchase our Signature Success Plan. The Customer Success team within Signature Success is looking for a driven and customer-focused Customer Success Manager (CSM) to serve as a primary contact point for Salesforce's largest and highest-profile customers in the Life Sciences segment.
This position will be aligned to the Enterprise Life Sciences (Pharma and Med Tech) customer segment. Please note prior experience in Life Sciences is a pre-requisite for this role.
Involvement may include supporting our Life Sciences customers with their business priorities, aligning Salesforce capabilities to business outcomes, support of key events such as product launches, key technical deployments, platform performance health and issue resolution and industry-specific adoption of our Core Clouds, Agentforce, Data Cloud and Life Sciences Cloud. This will require strong consultative and communication skills in addition to technical knowledge of the Salesforce platform, and the ability to work closely across internal and external teams to provide a unified Signature experience.
You will have responsibility for partnering with a small number of assigned accounts, maintaining a continual focus on the customer's business goals to improve their overall technical and operational health and realise the maximum value out of their Salesforce investment. The Customer Success Manager maintains awareness of the customer's key events, needs, potential risks, and value drivers.
As a trusted advisor, the CSM will build a track record in customer success through superb communication with partners and extensive knowledge of the Salesforce platform to translate their business needs to solutions. You will forge relationships with your customers and account teams, develop a deep technical understanding of their Salesforce implementation, share standard methodologies, and adoption of proactive services. Help your customers achieve their business goals and outcomes on the Salesforce platform by:
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
Proactive Support & Enhancement: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
Evolution of Roles: Anticipate and adapt to role changes per evolving Salesforce needs.
Experienced professional with 5+ years of relevant industry expertise in Technical Customer Success, SaaS platform use or project leadership, Consulting, Solutions Development, Technical and/or Solutions Architecture.
Experience with Salesforce Health or Life Sciences Cloud and/or a competing Health or Life Sciences Industry technology.
Knowledge of software development process and design methodologies.
Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects.
Business level fluency in German and English
2 years in the Salesforce Ecosystem.
~ Salesforce product certifications are a plus ( Administrator, Service Cloud Consultant, Sales Cloud Consultant, Data Cloud Consultant ).
~ Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
~ Experience will be evaluated based on the strengths you'll need for the role (e.g. demonstrated behaviors in previous jobs, that align to role needs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
This position will require you to work from your local Salesforce office 3 days a week.
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