Customer Success Director

2 days ago

Singapore Salesforce Full time

Overview
About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Agentforce is the future of AI, and you are the future of Salesforce. For our customers who wish to get the most value out of Salesforce, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.
The Director serves as a named resource and partner for their Salesforce Signature customer. They orchestrate all deliverables their customer is entitled to, including overseeing the day-to-day customer Signature experience from onboarding through Signature contract renewal and expansion. They develop deep relationships with their customers’ team members and pair that knowledge with relevant industry knowledge to improve the customer’s implementation health. This role requires strong partnership and teaming across Salesforce at all levels - including orchestrating a team of aligned Customer Success resources - to provide a unified Signature experience for their customer.
An ideal candidate has a background in managing large, complex enterprise customers in Customer Success or Program Delivery / IT Consulting roles and has strong knowledge of Salesforce’s Marketing Cloud suite of products. The candidate is able to work and influence multiple stakeholders, businesses and subsidiaries, with a strong capacity to understand and articulate complex and mission critical customer scenarios and customer business impact. They are able to quickly react and respond alongside strength in forward planning and long term thinking. This is an Individual Contributor role, with significant business impact.
Responsibilities and qualifications reflect the expectation to lead customer success initiatives, collaborate with cross-functional teams, and drive successful outcomes for Signature customers.
Responsibilities
Serve as the single point of customer accountability who is responsible for the orchestration of all Signature deliverables, experience, and customer health.
Build and cultivate executive-level relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers
Provide strong Salesforce expertise and insights about the customer’s environments to evangelise the capabilities of Salesforce across all of our clouds, and communicate tailored recommendations and standard practices across our clouds, encouraging Success Plan expansion across uncovered products
Accountable for the creation, and overall management of the Customers’ Joint

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