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Salesforce Customer Success Manager

United States · Full-time · Intermediate

About The Position

Salesforce Customer Success Manager

Location: US / Canada (Eastern Time) - Home based

Job Type: Full-time, Permanent 


About AllCloud

AllCloud is a global professional services company providing organizations with tools for cloud enablement and transformation. Through a unique combination of expertise and agility, AllCloud accelerates cloud innovation and helps organizations fully unlock the value received from cloud technology.


Job Summary

As a Salesforce Managed Services team member at AllCloud, the Customer Success Manager will provide post-implementation support to our client’s Salesforce solutions. You are passionate about collaborating with clients to define and deliver a Salesforce roadmap that maximizes their investment, yields business value, and develops trusting relationships. You should be proficient at engaging with clients to gather the most pertinent information, be capable of explaining difficult concepts in business terms, solve problems quickly and efficiently, and be able to configure the Salesforce platform utilizing best practices. The ideal candidate should have an intense passion for ensuring our customers enjoy lifetime success. 


** Work breakdown is 70% Project Management, 15% Analysis, 15% Technical (drawing on technical and/or CRM product knowledge in advanced configurations of the salesforce.com application)

Summary of Key Responsibilities

  • Exercise strong project leadership skills, combined with strong business acumen and in-depth analytical skills to deliver desired business value and outcomes for our clients
  • Work with clients and project teams to define scope and requirements, create solutions, and develop an executable plan including resource needs, timeline, and costs
  • Proactively manage scope, requirements, resources, time, cost, quality, risks and communications for projects
  • Bring disparate groups to consensus
  • Negotiate, persuade and influence others
  • Manage conflict to successful, productive resolution
  • Lead Discovery and requirements refinement sessions to uncover customers' business, functional, and technological requirements
  • Deliver solutions for the Salesforce platform to meet business requirements
  • Contribute to every phase of the project lifecycle, including ramp, build, testing, deployment, and support
  • Collaborate with members of pre-sale team to understand customer's requirements and specific needs based on demonstrations and conversations
  • Mentor the team members on Salesforce best practices, consulting, and configuration
  • Facilitate business process review workshops and perform a detailed analysis of client business requirements
  • Document a release roadmap tied to business value
  • Responsible for the evaluation and breakdown of business requirements into user stories with level of effort, pros / cons, best practices and recommended approach
  • Responsible for the documentation of user stories including acceptance criteria, assumptions & constraints, size, priority, and recommended solution
  • Responsible for managing the feedback loop for completed user stories through build
  • Salesforce configuration
  • Migrate data from customer legacy systems using Salesforce data migration tools
  • Responsible for managing and leading User Acceptance Testing including the strategy, implementation, reporting, and management of the end-user testing
  • Develop a training curriculum and deliver end-user training
  • Work collaboratively with Solution / Technical Architects as well as onshore/offshore development team members
  • Proactive facilitation of business discussions
  • Guide, communicate, document and implement strategies to effectively help our clients manage change
  • Establish and maintain trusted advisor relationships with client project stakeholders by providing vision and future product road mapping
  • Ensure client satisfaction



Requirements

Summary of Requirements & Experience

  • 3+ years of project management experience
  • 3+ years analysis, design and configuration experience with Salesforce
  • Exceptional written and verbal communications skills
  • Excellent knowledge of Salesforce: Sales Cloud / Service Cloud / Experience Cloud / Marketing Cloud, Consumer Goods Cloud, advanced configuration, security/permissions management, data migration, data model
  • Experience in Agile project methodology, documentation, and software/tools (JIRA preferred) including backlog management, user story & acceptance criteria, sprint planning, etc.
  • Strong aptitude for prioritization and multitasking in a deadline-driven environment

Desirable Certifications 

  • Salesforce Administrator, required
  • Consumer Goods Cloud Accreditation, preferred
  • Marketing Cloud Consultant, preferred
  • CPQ Specialist, preferred
  • Salesforce Advanced Administrator, optional
  • Salesforce Platform App Builder, optional
  • Salesforce Sales Cloud Consultant, preferred
  • Salesforce Service Cloud Consultant, preferred

Why work for us?

Our team inspires progress in each other and in our customers through our relentless pursuit of excellence; you will work with leaders who promote learning and personal development. We offer competitive salaries, bonus incentives, benefits, flexible hours, and mentoring. Apply now to become part of the team. 


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AllCloud is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law.

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