Customer Success Manager, Director Core Clouds - Auto/ Automotive

Salesforce • Dallas, TX

4d • Hybrid

About The Position

The Customer Success team within Signature Success is looking for a driven Customer Success Manager, Director to serve as a primary point of contact for Salesforce’s largest and highest-profile Auto customers. You will have responsibility for partnering with a small number of assigned accounts, maintaining a continual focus on the customer’s business goals to improve their overall technical and operational health and realize the maximum value out of their Salesforce investment. The Customer Success Manager, Director maintains awareness of the customer's key events, needs, potential risks, and value drivers. Customer Success Manager, Directors lead cross-functional initiatives inside matrixed organizations. You will be a mentor and multiplier to those on your accounts and across your team. In this role, you will act as a trusted advisor, forging deep relationships with your customers and account teams to build a strong track record in customer success. You will develop an extensive technical understanding of their Salesforce implementation, using this knowledge and superb communication skills to translate business needs into effective solutions. By sharing best practices and encouraging the adoption of proactive services, you will optimize their platform and ensure they are set up for success, providing special care during critically important peak events. Furthermore, you will serve as the main technical interface for your customers, acting as the point of contact for any major incidents by owning expectations and communications through to resolution. This requires close collaboration with both internal and external stakeholders, including partners and ISVs, to fully address customer needs.

Requirements

• Candidates must be familiar with the Captive Auto Finance sector, understanding the dual nature of consumer lending and strategic OEM sales support. Required knowledge includes core lending processes: loan/lease origination, underwriting, collections, and regulatory compliance. Candidates should know the full customer lifecycle, from vehicle purchase/lease through end-of-term activities. A working understanding of OEM dealer interaction systems (e.g., claims processing, performance reporting, lead management, vehicle tracking, pricing, and inventory support) is highly beneficial.
• Experience with Salesforce SaaS products and solutions (Sales, Service) is a must
• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
• Experience working with Enterprise-level customers.
• Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.
• Note: This role is office-flexible, and the expectation is to be in an office 3 days per week in the Dallas, TX area.

Nice To Haves

• Salesforce product certifications are a big plus ( AI Associate , Administrator , Advanced Administrator, Platform App Builder, Sales Cloud Consultant , Service Cloud Consultant , Data Cloud Specialist, Agentforce Certs

Responsibilities

• Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion.
• Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
• Help your customers achieve their business goals and outcomes on the Salesforce platform by: Coordinating the completion of the Signature Success catalog of services as required for your customer. Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer. Acting as an advisor to your customers for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementation.
• Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success.
• Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.
• The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the customer’s need.

Benefits

• Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program.
• More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees