Customer Success Manager - Philippines

Category
Customer Service

Responsibilities

• Develop and keep relationships with key business and IT partners to understand their goals and priorities.
• Help customers reach their business results by organizing Signature Success services, giving advice on new Salesforce features, and suggesting new Salesforce releases.
• Act as a trusted advisor on the Salesforce platform, focusing on Sales Cloud, Service Cloud, or Financial Services Cloud abilities and recommended approaches.
• Find possible problems and risks related to the customer's Salesforce setup, support the value of technical suggestions, and proactively set customers up for success.
• Provide regular updates and communication during service problems that affect the customer's Salesforce setup, working with internal teams to fix them.
• Track the main reason for problems and share findings with customers.
• Act as a customer supporter during the triage and fixing of very serious support tickets related to their Salesforce platform use.
• Clearly communicate the value of Signature Success to make sure customer renewals happen.
• Work closely with internal teams like Support, Product, and Sales, and with external partners, including Independent Software Vendors (ISVs), to meet customer needs related to their Salesforce solutions.

Requirements

• Hands-on experience working directly with Salesforce Sales Cloud, Service Cloud, or Financial Services Cloud, including setup, putting in place, or technical management.
• Experience in Technical Customer Success, using SaaS platforms, project leadership, Technology Consulting, Technology Solutions Development, or Technical/Solutions Architecture, especially in the CRM area.
• Exceptional communication and presentation skills at all levels of the organization, including executive and C-level.
• Ability to look at technical ideas (especially about Salesforce CRM) and change them into business terms, and the other way around.
• Knowledge of software development processes and design methods as they apply to CRM setups.
• Experience leading teams across different departments to solve customer needs or projects.
• Fluency in English and Filipino/Tagalog at a business professional level is required.

Preferred Qualifications (Nice to Have)

• Relevant Salesforce certifications such as:
  • Salesforce Certified Administrator
  • Salesforce Certified Sales Cloud Consultant
  • Salesforce Certified Service Cloud Consultant
  • Salesforce Certified Financial Services Cloud Accredited Professional (or related FSC certifications)
  • Salesforce Certified Platform App Builder
• Deep knowledge of Salesforce products and features, abilities, best use cases, and deployment strategies in Sales, Service, or Financial Services settings.
• Experience working with Enterprise-level customers.

Location

• This role will be based in Manila, Philippines.

About Salesforce

Salesforce is the number one AI CRM, where people work with agents to drive customer success together. Here, ambition meets action. Technology meets trust. Innovation is a way of life. The way we work is changing, and we are looking for Trailblazers who are passionate about making business and the world better through AI, driving new ideas, and keeping Salesforce's core values at the center of everything. Agentforce is the future of AI, and you are the future of Salesforce.