Customer Success Manager, Financial Service

The Customer Success Manager leverages deep business and industry knowledge to partner with customers to help them accelerate business value and ROI from their investment with Salesforce. You will align at the C-level, building and maintaining strong relationships to help customers progress on their transformation journey. In this role, you will be responsible for helping customers achieve business value faster and progress on their journey towards becoming a Customer Company. This means helping them leverage Salesforce to transform their business, engage with their own customers in whole new ways. The end result is increased value, retention, customer satisfaction and ultimately expansion of the salesforce' s footprint.

Your Impact (Responsibilities)

• Leveraging our Customer Success Methodology and partnering with customer executives to understand their objectives, assess their capabilities and prescribe recommendations to help them accelerate achievement of their business objectives and build a transformational vision
• Focus on customer intimacy – deliver business impact and innovation to a customer’s business by truly understanding our customers’ key business issues and opportunities
• Build and nurture C-level relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper
• Working collaboratively with the account team and Salesforce Execs, effectively network within accounts from the C-Level down, in order to help customers achieve their objectives
• Evangelize the capabilities of Salesforce across all of our Clouds and Services
• Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map Salesforce features and associated business benefits to address their needs
• 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
• Serve as a customer advocate in driving industry best practices and the evolution of Salesforce product and platform functionality, courses and administrative services integral to the customer's success

Preferred Qualifications

• Industry Knowledge: 15+ years total experience working in the financial industry, such as banks, securities firms, credit card companies, or insurance companies, or engaging with clients in the financial industry as a consultant or systems integrator.
• Experience as a project manager at consulting firms, systems integrators, or IT vendors.
• Ability to build strong relationships with customer executives.
• Excel in at least two of the following areas: industry knowledge, technical expertise, or consulting skills, and have experience as a trusted advisor providing business value to clients or stakeholders.
• Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and adept at handling objections.
• Navigate customer organizational structures to identify and build relationships with executives and stakeholders who define the company's strategic objectives.
• Ability to quickly grasp and distinctly explain technological and business concepts.
• Business level English skill.