Senior Customer Success Manager, Mulesoft - CPG/ Retail Industries
Join to apply for the Senior Customer Success Manager, Mulesoft - CPG/ Retail Industries role at Salesforce
Salesforce is the #1 AI CRM where humans and agents drive customer success together. We are looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
As a Silver Customer Success Manager, your focus will be on providing a unified Signature experience for our MuleSoft customers. You will coordinate the day‑to‑day Signature customer experience from onboarding through renewal, fostering positive relationships at all organizational levels, and acting as the advocate for customers during high‑severity cases.
Your Impact
* Serve as the single point of customer accountability for orchestrating all Signature deliverables, experiences, renewals, and expansions.
* Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers.
* Help customers achieve their business goals on the MuleSoft platform by coordinating the completion of the Signature Success catalog of services.
* Provide timely, proactive MuleSoft feature guidance based on the customers’ areas of interest.
* Act as an advisor to customers regarding the adoption of new features of MuleSoft’s annual release schedules and identify potential challenges and risks to implementations.
* Communicate the value of Signature Success and ensure all collaborators understand this value to secure renewal.
* Act as an advocate for customers during the triage and resolution of high‑severity cases to assist with timely resolution.
* Be prepared for occasional travel to customer sites, depending on the customer’s need.
Your Background
* Experience within the Consumer Goods (CPG) or Retail sector as a customer, partner, or vendor is favourable for this role.
* Minimum of 8 years of work experience in one or more of the following: Technical Customer Success, MuleSoft or iPaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture. Experience with MuleSoft and/or a relevant competing platform is required.
* 4+ years’ experience in management consulting services.
* Excellent communication and presentation skills, with demonstrated ability to communicate and influence effectively at all levels of the organisation, including executive and C‑level.
* Skills for analysing technical concepts, translating them into business terms, and mapping business requirements into technical features.
* Ability to explain complex technical concepts in business‑friendly terms to customers, then explain customer needs to internal partners.
* Knowledge of software development processes and design methodologies.
* Experience leading cross‑functional teams to facilitate the resolution or disposition of customer needs or projects.
Note: This is an office‑flexible role. The expectation is to be in‑office in London three days a week.
Unleash Your Potential
When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best.
Accommodations
If you require assistance due to a disability applying for open positions, please submit a request via the Accommodations Request Form. Salesforce is a recognised Disability Confident member under the UK Government Disability Confident employer scheme and is committed to providing an inclusive recruitment process.
Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. We believe in equality for all and create a workplace that is inclusive, respectful, and free from discrimination. All employees and potential employees will be assessed on the basis of merit, competence, and qualifications – without regard to race, religion, colour, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit.
#J-18808-Ljbffr