Customer Success Manager
Location: Austin
Interview- Video
Payrate-$50- 53/hr
- Hybrid work model requires Contractor to be based out of our Austin office with at least two days on-site.
We, the CRM (Customer Relationship Management) team are looking for a Salesforce© Customer Success & Adoption Manager who will be the strategic partner for our North American CRM users. You will focus on long-term success for the users while ensuring our CRM team targets will be met.
You will be part of a purpose-driven community dedicated to creating an ambitious and versatile work environment. In the CRM team, you will be an integral member of a growing organization that supports our seller organizations across the globe, inspires passion, courage, and inventiveness by creating state of the art solutions helping our business to automate processes and increase operations efficiency. If you are looking for a special place to take your career to the next level, then we want to talk with you.
Tasks & responsibilities:
- Acting as a user advocate and ensuring user feedback is gathered and acted upon
- Developing strong and trusted relationships with our Salesforce© CRM users
- Managing a fixed user cohort of diverse teams from Sales, Category Management, Account Management, Promotions & Campaign Manager.
- Continuously evaluating and analyzing user needs
- Encouraging users to leverage new features and adopt existing product capabilities
- Being the driving force to identify and coordinate the continuous Salesforce© CRM product optimization for our users
- Identification of new potentials that will lead to more efficiency through automation of business processes
- Working closely with Product Owners and development Team to develop the best solutions for our users
- Coaching our users in using our Salesforce© CRM products to support them achieving their goals
- Supporting users with training, communication, and guidance with digital assets
- Managing the onboarding of new business teams to Salesforce© CRM
- Setting-up and managing a global Change Champion network
- Leveraging change methods such as adoption monitoring, design thinking and project management
Requirements:
- Self-driven and proactive nature.
- Excellent communication and interpersonal skills.
- At least 3 years’ experience as a Customer Success manager, Transformation Manager or Change manager.
- Experience in cloud-based IT solutions and CRM-driven transformation projects
- Passion for technology, innovation, and operational excellence
- First Experience in any CRM solution such as Salesforce, HubSpot, MS dynamics 365, Zoho CRM, etc. is a plus
- Experience with change management methods and tools
- Experience in design thinking and digital enablement platforms is a plus
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