Partner with financial-services customers to align Salesforce capabilities with business goals, manage risks, and improve adoption, business value, retention, and satisfaction.
About this role
The Customer Success Manager, Senior Manager (Manufacturing) partners with manufacturing customers to realize business value from Salesforce. Combining customer-success, industry and product expertise, the role works with customer stakeholders and Salesforce account teams to advance adoption and customer outcomes. Using the Customer Success Methodology, the manager clarifies customer goals, assesses capabilities and recommends steps toward business and technology objectives. The work includes advising on organizational strategy, governance and change management; applying Salesforce platform features to business priorities and roadmaps; and creating adoption plans that define the current state, a timed future state and enablement activities. The manager identifies risks to customer goals and develops mitigation plans with account teams, builds relationships with customer IT and business executives, sponsors and decision-makers, and recommends additional Salesforce services or advisory expertise when appropriate. The role also communicates product changes, performance degradation, outages and end-of-life updates.
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