Senior Customer Success Manager, Financial Services

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Job Category

Customer Success

Job Details

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.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

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 drive effective and influencing conversations at the C-level; facilitate difficult discussions and adept at handling objections.
• Ability to quickly grasp and distinctly explain technological and business concepts.
• Business level English skill.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.