Customer Success Manager

Location(s):
Houston, TX
Dallas, TX
Austin, TX
 
Description: Salesforce.com is the enterprise cloud computing company. Our portfolio of Software-as-a-Service (SaaS) applications, including our award-winning customer relationship management (CRM), has revolutionized the ways that customers manage and share business information over the Internet. Salesforce.com has evolved from a startup founded by four people in a cramped San Francisco apartment ten years ago to a company described by Barron’s as “the fastest growing business software company in the world.” With more than 3,000 employees, over $1B in annual revenues, and over a million users worldwide, we are proud to contribute to the success of companies of all sizes, in all industries, around the globe. According to Gartner, 25% of all software will be deployed via the cloud computing model by 2011. No matter how you slice it, the future of software is cloud computing. Consider joining the cloud computing leader, Salesforce.com, and be part of the team that is creating this future.

The Customer Success Manager (CSM) is responsible for driving success and adoption leading to successful execution of Software License Contract renewals for existing customers.  The CSM must demonstrate all the behaviors associated with a High Performance Sales Culture, specifically managing a pipeline of renewal opportunities and delivering results against a renewal quota.  It is the CSM's responsibility to drive customer adoption and success within a defined geographic region and set of customers.  Customer renewals are achieved by assisting to establish high adoption through driving initiatives designed to add business value, dissemination of best practices, fulfilling a trusted advisor role, education of product capabilities and engaging fee-based resources as necessary.  He/she should possess strong application functional expertise as well as strong sales expertise.  He/she will be responsible for all phases of the renewal sales process from creating the renewal contracts, establishing win/ win terms, ensuring regulatory compliance, and ensuring the renewal is complete. He/she will be required to provide timely forecasts and risk analysis to his/her direct manager. He/she will maintain frequent voice and email contact with the assigned customers and will serve as an escalation point for issues that impacts their success.  He/she will be required to maintain strong working relationships with other salesforce.com customer facing personnel in the Sales, Services, Marketing and Product Management teams.  Frequent travel to regional activates including; customer locations, local user groups, user conferences, and city tour marketing events is required.  Occasional travel to national events including salesforce.com's annual Dreamforce user conference and corporate meetings is required.

Responsibilities:
  • Collaborate with account team on renewal and license expansion opportunities
  • Complete understanding of the salesforce.com products
  • Understand customer requirements, level of adoption of the salesforce.com service and assess the risk in renewing the current contract
  • Work with the customers to ensure they are leveraging the solution and achieving success and engaging fee-based resources as necessary
  • Answer customer's questions and successfully negotiate issues related to renewal contracts and pricing
  • Deriving and disseminating CRM best practices that help drive customer adoption of salesforce.com services
  • Disseminate application and vertical best practices
  • Serve as a CRM coach and trusted advisor to large and strategic salesforce.com customers
  • Strong presentation skills and credibility with C-level executives
  • Excellent verbal and written communication skills.


Required Skills/Experience:
  • B.S. or B.A. College Degree
  • We are interested in speaking to candidates that have been working in account management, sales or consulting for at least 5 years, and have developed a proficiency or subject matter expertise in CRM and CSS.


Desired Skills:

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