Principal/ Sr Principal Customer Success Manager, Insurance (French speaking)

Switzerland
Published: 19 April 2022 | Position with re­spon­si­bil­i­ties | 100%

Principal/ Sr Principal Customer Success Manager, Insurance (French speaking)

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Job Category

Customer Success Group

Job Details

The Customer Success Manager (CSM) is strategic, growth-focused, and results-driven to engage, retain and enable Salesforce Industries’ customers within the Insurance vertical. As a CSM, you are responsible for delivering a variety of Success engagements for Salesforce Industries customers, in order that they derive maximum value from their investments in Salesforce Industries leading to project success, retention, and renewal.


Responsibilities


  • Clearly define, drive and ultimately own the end to end delivery of Customer Success outcomes relative to the assigned engagement. Activities include:


  • Promote maximum value from their investment in Salesforce Industries, striving for full utilisation of their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint


  • Mentor customers to ensure they are using all available Salesforce Services such as Program Architects, Professional Services, Expert Services, Enablement, Communities, User Groups, Advisory Services, etc.


  • Working within an account team matrix, lead senior customer partners towards realising their business vision by promoting the capabilities of Salesforce Industries


  • Partner with the customer to establish a groundbreaking Business Roadmap/Blueprint to ensure achievement of business goals


  • Effectively network within the customer to achieve successful execution of the customer’s transformation objectives


  • Develop a comprehensive understanding of typical business challenges and pro faced by customers and common objectives to appropriately map Salesforce Industries features and associated business benefits to address their needs


  • Identify risks to the customer achieving their stated business goals and work with the virtual team to build a risk mitigation plan


  • Serve as a customer champion in driving industry best practices and the evolution of Salesforce Industries product and platform functionality


  • Develop relationships with stakeholders in the account portfolio, where appropriate, by networking between customers, partners, and Salesforce Industries


  • Contribute thought leadership and best practice, both internally and externally, around business transformation within the Insurance industry


  • Deliver successful customers to the contract renewal cycle to minimize customer attrition


Skills


  • Experience working in the Insurance industry


  • Robust understanding of & ability to articulate digital transformation benefits & challenges within the Insurance vertical


  • Ability to lead discussions on industry transformation metrics


  • Proven meaningful work experience as a consultant, project or program manager, product owner, pre-sales, technical account manager, enterprise architect, or equivalent in a cloud environment


  • Proven track record of achieving targets and goals


  • Track record of playing a leading role in large, sophisticated projects and/or programs


  • Good understanding of the dynamics of working on projects and/or programs with large System Integrators and other partners


  • Track record of leading high-level solution conversations and persuading others to take action based on requirements and value provided


  • Credible and effective C-level advisor and mentor, especially around change management (cultural, technical, and business)


  • Has handled difficult customers or situations and can demonstrate resolutions


  • Willingness to tackle things on your own


  • Ability to make things happen within a matrix environment


  • Ability to navigate data and people to find answers


  • Ability to work remotely and meet with customers onsite across Europe


  • Experience working in the Health Insurance industry a bonus



Preferred Qualifications


  • Knowledge of salesforce.com product and platform features, capabilities, and best use


  • CRM or IT experience and knowledge of salesforce.com competitive landscape and technical ecosystem


  • Solid understanding of software development process


  • Highly helpful to have any Salesforce.com product certifications prior to joining


  • 2nd language preferred; French a bonus


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