Customer Success Manager , Associate/senior Associate (technical)

Salesforce Salesforce · Enterprise · Tokyo, Japan

Salesforce is seeking a Customer Success Manager (CSM) to partner with clients, leveraging deep business, industry, and product knowledge to accelerate business value and maximize ROI on Salesforce investments. The role involves understanding client goals, evangelizing Salesforce capabilities, providing best practices, and identifying/mitigating risks. Technical CSMs will provide practical product knowledge and technical insights, while Industry CSMs will develop and execute adoption plans and deliver value and innovation. The role requires 3+ years of experience in customer success, technology consulting, enterprise architecture, or technology solution development/support engineering. Preferred skills include deep cloud knowledge, consulting experience, understanding of AI/ML concepts, and experience with business processes or enterprise software development lifecycles. The company utilizes AI tools in its recruiting process.

What you'd actually do

  1. Understand and propose goals by leveraging our Customer Success Methodology, working with client stakeholders to understand their goals, assess their capabilities, and propose to accelerate the achievement of their business and technology goals.
  2. Evangelize Salesforce by deepening understanding and knowledge of customer's Salesforce adoption and evangelizing Salesforce capabilities across all our clouds.
  3. Present best practices on organizational strategy, governance, and change management based on customer needs.
  4. Proactively identify risks to achieving the customer's stated business objectives and collaborate with the account team to create risk mitigation plans.
  5. Demonstrate practical knowledge of Salesforce products by applying platform features and benefits to customer business priorities and roadmaps.
  6. Drive Customer Enablement by providing technical insights on product updates, outages, and end-of-life (EOL) technical information, translating it into customer value and supporting IT/operations teams to maximize their use of technology.
  7. Create a comprehensive adoption path that outlines the current state, desired future state with timelines, and the underlying enablement plan to achieve it.
  8. Understand the customer's key business challenges and growth opportunities to deliver value and innovation to the customer's business.

Skills

Required

  • 3+ years of experience in Customer Success, Technology Consulting, Enterprise Architecture, or Technology Solution Development/Support Engineering
  • Fluent Japanese
  • Basic English reading and writing skills

Nice to have

  • Deep knowledge in specific clouds
  • Strong consulting skills with a proven track record of working as a 'Trusted Advisor' driving customer business value
  • Understanding of Salesforce products and platform features, performance, and best practices
  • Ability to quickly understand and clearly articulate technical and business concepts
  • Deep knowledge of business processes (Sales, Service, Marketing, Support), business applications, and automation
  • Understanding of AI and machine learning concepts, understanding of agent platforms, and deep knowledge of how to configure and deploy agents
  • Experience with enterprise-level software development lifecycles or project management
  • Knowledge of integration, flows and automation, and how to integrate through API connections
  • Deep understanding of middleware, infrastructure knowledge (e.g., basic knowledge of databases, networks, etc.) used in cloud computing
  • Advanced English, Korean, or Chinese language skills (ability to conduct business with relevant departments)

What the JD emphasized

  • 3 years or more of experience in Customer Success, Technology Consulting, Enterprise Architecture, or Technology Solution Development, Support Engineering