Customer Advocate

As a customer advocate, you will serve as the primary point of contact for major incidents, owning the customer's expectations and communications through the resolution of such incidents. The customer advocate acts as the technical interface on behalf of our customers and works closely with internal and external collaborators to address customer needs.

The ideal candidate has an exceptional focus on customer success, is an effective communicator, exhibits professionalism, and is dedicated to meeting and exceeding customer expectations. They should be able to form strong relationships, have excellent collaboration skills, and be able to learn new technologies quickly.

Your Impact

• Function as the marketing cloud subject matter expert responsible for the technical configuration and needs of the customer.
• Act as the single point of accountability for orchestrating all Signature deliverables, experience, and renewal, and expansion.
• Cultivate and maintain stakeholder relationships with customer IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
• Help customers achieve their business goals and outcomes on the Salesforce Marketing platform by:
• Coordinating the completion of the Signature Success catalog of services as required for the customer
• Providing timely, proactive Salesforce feature guidance based on areas of interest for the customer
• Acting as an advisor to customers for the adoption of new features of Salesforce's annual release schedules and identifying potential challenges and risks to customers' implementation
• Communicate the value of Signature Success and ensure all collaborators understand this value so that customers continue to renew Signature Success.
• Act as an advocate for customers during the triage and resolution of high-severity cases to assist with the timely resolution of these issues.
• Proactive Support & Enhancement: Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
• Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.

Key Skills:

• 8+ years of relevant industry expertise in Technical Customer Success, Customer Success Manager, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
• 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 analyzing technical concepts and translating them into business terms, as well as mapping business requirements into technical features.
• Ability to explain complex technical concepts in business-friendly terms to customers and then explain customer needs to internal partners.
• Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.

Preferred Requirements:

• +2 years in the Salesforce ecosystem.
• Salesforce product certifications are a plus (Marketing Associate, Marketing Cloud Administrator, Salesforce Certified Associate, Marketing Cloud Account Engagement Specialist, Marketing Cloud Email Specialist).
• Deep understanding of Marketing Cloud, marketing automation, personalization, advertising, and/or marketing platforms.
• Knowledge of Salesforce Marketing Cloud features and applications and ability to articulate the value and how a customer can benefit from Signature Success for Marketing Cloud.
• Knowledge of the Salesforce product suite and features, capabilities, best use, and how to deploy, including knowledge of the Salesforce platform and ecosystem.