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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.

Role Summary

The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations. The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems.

Key Responsibilities:

• Customer Accountability and Value Alignment

• Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.

• Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle

• Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.

• Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.

• Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks.

• Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems.

• Strategic Advisory and Stakeholder Management

• Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership.

• Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their problems.

• Solidify partnership commitments and drive innovation aligned with customers' business challenges.

• Increase customer engagement with products and services and identify major political barriers to customer success.

• Partner with more experienced team members to solve complex problems and develop strategic success plans when needed.

Technical Health, Adoption, and Risk Management

• AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring.

• Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans.

• AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human intervention.

• Collaborative Learning: Actively seeking out "Agentblazer" training and certifications to stay current on autonomous agent capabilities.

• Learning & Development: Apply product knowledge and expertise to address technical concerns, use this knowledge to ask effective diagnosis questions, and align platform features with customer priorities and roadmaps.

• Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.

• Act as the primary point of contact for major incidents, ensuring timely communications and resolution of issues.

• Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.

Minimum Requirements

• Experience: Experienced business professional, preferably with 3-4 years of relevant industry expertise in Customer Success, SaaS platform use, or related fields.

• Consulting Skills: Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.

• Experience supporting customers using Sales Cloud

• Working knowledge of core Sales Cloud features: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards

• Understanding of sales processes (lead-to-cash, opportunity management, pipeline management)

• Familiarity with Sales Cloud automation (workflows, process builder, flows for sales processes)

• Ability to demonstrate Lightning Sales Console and mobile app

• Knowledge of common sales use cases (territory management, lead assignment, opportunity stages)

• Salesforce Certified Administrator (or within 90 days)

Cloud Specific Experience

• Salesforce product certifications are a plus: AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist)

• Sales Cloud Consultant certification

• Experience with Sales Cloud features like Einstein Lead Scoring, Opportunity Insights, Activity Capture

• Understanding of how Sales Cloud integrates with marketing automation and service tools

Deskripsi Pekerjaan
Ringkasan Peran

Customer Success Manager (CSM) adalah seorang ahli serba bisa yang bertugas memastikan pelanggan bernilai tinggi yang membeli Signature Success Plan memperoleh hasil investasi yang signifikan melalui platform kami. Peran ini berfungsi sebagai perpanjangan tangan dari tim pelanggan dan penasihat tepercaya, yang memberikan panduan dan saran kepada organisasi pelanggan. CSM bertanggung jawab untuk mengidentifikasi dan menangani masalah teknis maupun bisnis, serta menyelaraskan semuanya secara strategis dengan prioritas, proyek, dan permasalahan pelanggan.

Tanggung Jawab Utama:

Akuntabilitas Pelanggan dan Penyelarasan Nilai:

Bertindak sebagai titik kontak tunggal untuk akuntabilitas pelanggan yang bertanggung jawab atas penyampaian semua hasil kerja Signature, pengalaman pelanggan secara keseluruhan, serta perpanjangan dan perluasan layanan.
Mengkoordinasikan semua hasil kerja yang berhak diterima pelanggan, mengawasi pengalaman pelanggan sepanjang siklus hidup Signature
Menerapkan proses yang tepat untuk menangani kebutuhan pelanggan dan memastikan nilai disampaikan melalui penawaran Signature.
Berhasil menyelaraskan dan mengelola pemangku kepentingan bisnis dan teknis, dengan fokus pada menyelaraskan Nilai Bisnis dan Tujuan Teknis dengan penawaran Signature.
Menyusun prioritas aktivitas kerja yang paling mendesak, mengatur tugas untuk menghindari langkah-langkah penting yang terlewat, dan membuat rencana dasar untuk memfokuskan waktu, serta bertanggung jawab atas tugas yang ditugaskan.
Menggunakan sumber daya internal untuk meningkatkan efektivitas dan mengandalkan manajer atau mentor untuk panduan dalam menangani masalah prioritas.

Penasihat Strategis dan Manajemen Pemangku Kepentingan:

Kembangkan dan jaga hubungan yang kuat di tingkat pemangku kepentingan kunci, termasuk membangun hubungan tingkat eksekutif di dalam kepemimpinan IT dan bisnis pelanggan.
Bertindak sebagai penasihat tepercaya dengan memperoleh kepercayaan melalui tujuan bersama, memahami model bisnis pelanggan, dan menerapkan solusi yang teruji untuk masalah mereka.
Perkuat komitmen kemitraan dan dorong inovasi yang selaras dengan tantangan bisnis pelanggan.
Tingkatkan keterlibatan pelanggan dengan produk dan layanan, serta identifikasi hambatan politik utama yang menghalangi kesuksesan pelanggan.
Bekerja sama dengan anggota tim yang lebih berpengalaman untuk menyelesaikan masalah kompleks dan mengembangkan rencana kesuksesan strategis saat diperlukan.

Kesehatan Teknis, Adopsi, dan Manajemen Risiko

Literasi AI: Kemahiran dalam menggunakan agen AI untuk mengotomatisasi tugas rutin seperti ringkasan rapat, pengumpulan data QBR, dan pemantauan kesehatan awal.
Dasar-dasar Rekayasa Prompt: Kemampuan menggunakan perintah bahasa alami untuk membimbing agen AI dalam mengambil data pelanggan yang akurat dan menghasilkan draf awal rencana kesuksesan.
Pemantauan Keterlibatan AI: Menggunakan analisis sentimen dan niat berbasis AI untuk mengidentifikasi kekhawatiran pelanggan sejak dini guna intervensi manusia.
Pembelajaran Kolaboratif: Secara aktif mencari pelatihan dan sertifikasi “Agentblazer” untuk tetap mengikuti perkembangan kemampuan agen otonom.
Pembelajaran & Pengembangan: Menerapkan pengetahuan produk dan keahlian untuk menangani masalah teknis, menggunakan pengetahuan ini untuk mengajukan pertanyaan diagnosis yang efektif, dan menyelaraskan fitur platform dengan prioritas dan peta jalan pelanggan.
Memantau secara proaktif dan melakukan tinjauan triwulanan, mengidentifikasi tren, serta memberikan rekomendasi rilis yang disesuaikan untuk memastikan stabilitas, kinerja, dan peningkatan fitur.
Bertindak sebagai titik kontak utama untuk insiden besar, memastikan komunikasi yang tepat waktu dan penyelesaian masalah.
Membangun hubungan multidisiplin yang kuat dengan Tim Penjualan, Teknik, dan Manajemen Produk untuk memimpin dan mengoordinasikan hubungan pelanggan demi kesuksesan dan peluang pendapatan.

Persyaratan Minimum

Pengalaman: Profesional bisnis berpengalaman, idealnya dengan 3-4 tahun keahlian industri relevan di bidang Customer Success, penggunaan platform SaaS, atau bidang terkait.
Keterampilan Konsultasi: Keterampilan konsultasi yang kuat dan kemampuan yang terbukti untuk menciptakan nilai bisnis, memfasilitasi diskusi, menangani keberatan, dan mempengaruhi percakapan tingkat eksekutif.
Pengalaman mendukung pelanggan dalam menggunakan Sales Cloud
Pengetahuan praktis tentang fitur inti Sales Cloud: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards
Pemahaman tentang proses penjualan (lead-to-cash, manajemen peluang, manajemen pipeline)
Keterampilan dalam otomatisasi Sales Cloud (workflow, Process Builder, alur proses penjualan)
Kemampuan untuk mendemonstrasikan Lightning Sales Console dan aplikasi seluler
Pengetahuan tentang kasus penggunaan penjualan umum (manajemen wilayah, penugasan prospek, tahap peluang)
Salesforce Certified Administrator (atau dalam 90 hari)

Pengalaman Khusus Cloud:

Sertifikasi produk Salesforce merupakan nilai tambah: AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist)

Sertifikasi Sales Cloud Consultant:

Pengalaman dengan fitur-fitur Sales Cloud seperti Einstein Lead Scoring, Opportunity Insights, Activity Capture
Memahami bagaimana Sales Cloud terintegrasi dengan otomatisasi pemasaran dan alat layanan

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.

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