Customer Success Manager, Director - Core (Sales & Service) Clouds

- ****Technology Media Telecommunication (TMT) –**** Works with technology companies, telecommunications providers, media organizations, and high-tech firms to accelerate innovation, improve customer success outcomes, and drive platform adoption at scale (Direct experience with Media Cloud strongly preferred).* Experienced business professional, preferably with 7+ years of relevant industry expertise in Customer Success, strategic leadership, SaaS platform use, or related strategic consulting fields.* Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization including executive and C-level.* Skills for both analyzing technical concepts and translating them into business terms and for 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.* Experience working with Enterprise-level customers.* Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.****Cloud/Platform Requirements:***** 7+ years experience supporting complex, enterprise-scale Sales/Service Cloud deployments.* Sales Cloud: + 6+ years expertise supporting complex, enterprise-scale Sales Cloud deployments + Expert knowledge of sales transformation and revenue operations excellence + Deep understanding of Sales Cloud architecture for global enterprises (multi-currency, multi-language, complex hierarchies) + Knowledge of advanced capabilities: Agentforce SDR, Einstein Conversation Insights, Revenue Intelligence, Sales Programs + Understanding of Sales Cloud + ecosystem (Revenue Cloud CPQ, Marketing Cloud, Data Cloud, Tableau for sales analytics) + Ability to guide revenue operations strategy and sales transformation discussions + Multiple Salesforce certifications including Sales Cloud, Revenue Cloud, Advanced Administrator* **Service Cloud:** + 6+ years expertise supporting complex, enterprise-scale Service Cloud deployments + Expert knowledge of service transformation and contact center modernization + Deep understanding of Service Cloud architecture for global contact centers (multi-site, 24/7 operations, complex routing) + Knowledge of advanced capabilities: Agentforce Service Agent, Einstein Conversation Mining, Service Intelligence, Swarming + Understanding of Service Cloud + ecosystem (Field Service, Experience Cloud, Slack, Data Cloud, Einstein Analytics for Service) + Ability to guide customer experience strategy and service transformation discussions + Multiple Salesforce certifications including Service Cloud, Field Service, Advanced Administrator* Thought leadership experience (Dreamforce, Sales/Service transformation topics)* Experience with global Sales Cloud (thousands of sales users, complex sales motion) and Service Cloud (thousands of agents, omni-channel at scale, complex telephony) transformations.* Participation in Sales/Service Cloud beta programs or customer advisory boards.* Deep understanding of AI-powered selling and Agentforce capabilities.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*. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, 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 current and prospective employees, no matter where they are in their Salesforce employment journey. It also 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. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education. #J-18808-Ljbffr