Customer Success Manager (Managed Services - Salesforce)

Location: Remote, United States (preferably working in East Coast time zone)

Looking to make your impact in a “first of its kind” role? Join Thunder’s Amplify team and help transform leading organizations and communities. With a focus on innovation and excellence, we have recently expanded our operations into the Philippines! As part of our commitment to delivering exceptional customer experiences and making our customers love Salesforce, forever, we are seeking a passionate and experienced Customer Success Manager to join our Managed Services Team.

Our ideal candidate is process-driven and will be the trusted advisor to our customers in order to drive long-term success and adoption of various Salesforce Clouds. This CSM is the critical liaison between the high-level of activity and engagements between our customer and our Managed Services (Amplify) technical team.

Role Responsibilities: 

• Own the overarching liaison and coordination with offshore managed services teams (located in the Philippines currently) to clarify issues, as well as analyze problems and additional requirements.
• Support new customer onboarding, knowledge transfer and setup of operations (which can include processes and workflows, training/customer education, support portal, project needs, etc.).
• Create and document change and enhancement requirements.
• Handle the preparation and distribution of reporting on SLAs in line with our commitments to customers and help answer any questions that arise in an efficient manner.
• Ensure effective communication to customer stakeholders in the event of a SLA disruption and own escalations as it relates to service delivery.
• Identify and act quickly on opportunities to enhance customer experience.
• Use your strong customer-centric mindset to build and maintain strong, collaborative, and effective relationships internally and externally.
• Orchestrate and drive impact in processes throughout the Managed Services organization.
• ​Interact with Salesforce and 3rd Party ISVs, as necessary, on behalf of the customers as it relates to day to day case work.

Requirements

• 2 years experience within the Salesforce ecosystem, with expertise in Salesforce administration, development, or configuration within a Customer Success or Managed Services practice.
• Knowledge of Cloud Computing (SaaS, PaaS) and Salesforce, either through work at industry participants or consulting to the industry.
• Strong intellectual and Salesforce operations depth, coupled with effective and confident communication style that conveys expertise.
• Ability to operate with ambiguity and contribute to the creation and implementation of SOPs at a dynamic, startup work environment

Preferred Skills

• Strong familiarity with various Agile and Scrum elements, including Agile planning and Agile project management with Scrum.
• Bachelor’s degree or equivalent work experience.