Customer Success Manager, Director (Core Clouds/Energy & Utilities)

About This Role

This role involves serving as the primary point of contact for Salesforce's largest and highest-profile customers in the Energy & Utilities sector. You will ensure their technical and operational health, maximize their Salesforce investment, and act as a trusted advisor.

Responsibilities

• Serve as the single point of customer accountability for orchestration of all Signature deliverables, experience, renewal, and expansion.
• Cultivate and maintain stakeholder relationships with customer’s IT and business executive leadership, sponsors, and decision-makers.
• Coordinate the completion of the Signature Success catalog of services for customers.
• Provide timely, proactive Salesforce feature guidance based on customer interests.
• Act as an advisor for the adoption of new features in Salesforce’s annual release schedules.
• Identify potential challenges and risks to customer implementations.
• Communicate the value of Signature Success to all collaborators.
• Advocate for customers during the triage and resolution of high severity cases.
• Act as the main technical interface for customers for major incidents, owning expectations and communications through resolution.

Requirements

• 8-10 years experience in technical customer success, SaaS platform use/project leadership, technology consulting, technology solutions development, or technical/solutions architecture
• Familiarity and experience with Salesforce products and Solutions (Sales Cloud, Service Cloud, Field Service, Energy & Utilities Cloud, Agentforce, Data360)
• Familiarity with the broader Energy & Utilities landscape
• Exceptional communication and presentation skills, able to influence at executive and C-level
• Ability to analyze technical concepts and translate them into business terms
• Ability to map business requirements into technical features
• Experience working with Enterprise-level customers
• Experience leading efforts of cross-functional teams to facilitate resolution of customer needs or projects

Qualifications

• Minimum of 8-10 years work experience in Technical Customer Success, SaaS platform use/project leadership, Technology Consulting, Technology Solutions Development, or Technical/Solutions Architecture.

Nice to Have

• Salesforce product certifications (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist)

Skills

* Required skills

Benefits