Customer Success Manager (BTC)

DescriptionThe Customer Success Manager uses deep business, industry and product knowledge to partner with customers and guide them to accelerate business value and return from their investment with Salesforce. In this role, the Customer Success Manager will specialize in one or more line of businesses, a specific cloud or industry to speak the customer language and ensure customer value realization. They are aligned at key stakeholder level, building and fostering positive relationships to help customers progress on their digital journey. Customer Success Managers are working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customers needs.The ideal Customer Success Manager will possess both a Cloud specialization and industry skills that enables them to speak the customer language.ResponsibilitiesLeverage our Customer Success Methodology and partner with customers stakeholders to understand their goals, assess their capabilities and provide recommendations to help them accelerate achievement of their business and technology objectivesDevelop an understanding and knowledge of customer’s Salesforce implementation and evangelize the capabilities of Salesforce across all of our CloudsGuide a customer on org strategy, governance and change management best practices based on customer needsCan demonstrate hands-on Salesforce product knowledge by applying platform features and functions to customer business priorities and roadmapProactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation planProduce and execute a comprehensive adoption path showing the current state, target future state with timeline, and an underlying enablement Plan.Deliver business value and innovation to a customer’s business by understanding our customers’ key business challenges and potential for growthBuild and foster executive-level relationships with the customer’s IT and business executive leadership, sponsors and decision makers to solidify our partnership and commitment to the customer business and IT sponsors & team membersWorking collaboratively with the account team and Salesforce Execs, effectively network within accounts from the Executive-Level down, in order to help customers achieve their objectivesWhen appropriate, recommend additional Salesforce services and advisory experts needed to drive successProactively communicates technical product changes, degradations, outages, end of life and other relevant updatesPreferred Qualifications & SkillsIn-depth knowledge in one or more line of businesses (LoB) - a specific cloud or industryStrong consulting skills and proven results working as a Trusted Advisor to drive business value for customersAbility to drive effective and influencing conversations at the C-level; facilitate difficult discussions and adept at handling objectionsProven understanding of Salesforce product and platform features, capabilities, and best use is highly desiredAble to articulate the importance and value of Governance to Business and IT executivesGood understanding of enterprise architecture principles strongly preferredAbility to quickly grasp and distinctly explain technological and business conceptsFluency in Japanese, and basic English comprehension skillsLeadership QualitiesPASSION: Passionate about Customer SuccessTHOUGHT LEADER: Strong point of view and executive presence. Confident, but not arrogant, phenomenal storytellerURGENCY: Ability to adapt quickly and drive business value and resultsOHANA: Embodies Aloha culture: A standout colleague that everyone enjoys working with and has a generous heartTRUST: Trust the company’s core valuesADAPTABLE: Excels in high levels of uncertainty and change