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We're looking for exceptional an Customer Success Manager to join our Customer Success Team in Thailand. As a Customer Success Manager, you will work with our most complex high value customer engagements.

You are a strategic business professional with experience in driving large scale technology based change. With a focus on enhancing return on investment, you will challenge the customer status quo and influence large-scale Salesforce enabled transformation programs with a view to champion a new culture of business and IT collaboration, innovation, agility, increased adoption and continuous improvement.

In this role, you will bring in-depth industry and enterprise knowledge to lead Salesforce-enabled transformations for our customers, and proactively make recommendations that provide direct P&L impact. You will facilitate a partnership between Salesforce’s largest customers with our executives and our subject matter expert resources.

To be successful, you demonstrate strong ability to obtain alignment across multiple internal and external business stakeholders (e.g. execs and implementation partners, product teams), and can help customers plan and transform their business successfully through strategic innovation and business value realisation.

On a day to day basis, you will lead a team (without them reporting to you directly) of Success Architects, Success Managers and Specialists to host daily stand ups, weekly governance calls while guiding the teams to resolve complex multi cloud situations.

Ideally, we are seeking a unique individual with proficient Thai and Vietnamese or Mandarin language skills, to manage a regional customer base from Bangkok (Thailand, Vietnam & Taiwan)

Key Responsibilities

• Develop a deep understanding of assigned customers business and industry to ensure maximum impact of Salesforce products

• Manage accountability of Salesforce with our customers

• Provide digital strategy thought leadership, leveraging Salesforce s multi-cloud platform

• Scope, plan and lead the delivery of engagements that enable the desired customer business outcomes.

• While supporting customer on their outcomes, you are laser focused on direct attribution of their engagement and work products to the outcomes of Adoption, Performance, Engagement.

• Aligned to the highest level of Salesforce Success Plan (Signature) by delivering value from Success Engagements.

• Retain and grow the most complex customers, while ensuring that the customer is on the highest level of Success Plan (Signature)

• Acts as a senior member of the team, representing the Customer Success team in Joint Account Planning motions with the sales teams

• Provide recommendations of additional Salesforce capabilities and services

• Through a successful strategic engagement, ensure the natural achievement of financial outcomes for Salesforce:

• Revenue Growth

• Churn/Attrition Prevention

• Securing of Renewals
  

Foundational Requirements & Skills

• Previous customer facing experience in technology consulting, solution engineering or customer success

• Strong ability to engage with C level executives on business strategy & priorities

• Ability to foster trusted relationships throughout Salesforce including Customer Success, Sales and Product Management

• Demonstrated leadership skills

• Ability to manage highly-matrixed organizations

• In-depth enterprise & industry Knowledge

• Strong analytical background

• Delivery excellence & enterprise agility

• Ability to own complex program management for Salesforces most strategic customers

• Ability to deliver a strong execution plan/roadmap for accelerated transformation
  

Highly Desirable Skills & Certifications

• Thai & Vietnamese/Mandarin language skills

• Certified Prosci Change Management Practitioner

• Digital Operating Model/Transformation credentials/experience

• Salesforce certifications and credentials
  

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