Salesforce.com, Inc Senior Principal Customer Success Manager - MuleSoft in Albany, New York
To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.
Mulesoft - Customer Success Group
MuleSoft thrives off the success of our customers, and we're looking for strategic, growth-focused, and results-driven Success Managers to engage, retain, and enable MuleSoft’s customers. Our Customer Success team serves as the primary advocate for our customers, guiding them along a path to success and engaging resources across MuleSoft to accelerate the adoption and expansion of MuleSoft Anypoint Platform.
As a Success Manager, you are ultimately responsible for the complete post-sales lifecycle of a portfolio of MuleSoft customers, and through your partnership, customers will derive maximum value from their investments using MuleSoft’s methodologies, leading to project success, retention, and renewal. Few roles provide such a direct impact on the growth of the company.
New to Customer Success? These are the core skills you'll need to be successful:
Several years of experience in management consulting, technical account management, or enterprise software sales
Achieving targets and goals, preferably in a sales setting
Experience leading technical conversations and persuading others to take action based on requirements and value provided by solutions
Has handled difficult customers or situations and can demonstrate resolutions
Strong proven work ethic (this is not a 9-5 job)
Willingness to seek things on your own
Must work within a team environment with sales and services peers
Ability to navigate data and people to find answers
Ability to travel 30% time
Seasoned Customer Success professional? These are the core skills you'll need to be successful:
Familiarity with enterprise software and/or hands on software development and delivery experience with an interest in connectivity solutions (Integration, API management, and related SDLC is a plus)
Ability to build and deliver presentations with compelling messages to technology and business audiences; you are a natural, credible technology evangelist with experience in translating that passion into business impact for customers
Significant customer facing experience leading enterprise customers through business or technology transformations with large account/project management experience
Integrity in all that you do, especially with customers while growing your account base
Eager to chip in beyond your role and lead critical initiatives to improve the customer experience with MuleSoft
Previous experience with open source solutions or with an annual subscription sales model is a plus; revenue/quota management experience is a plus
Willingness to travel to spend significant time onsite with strategic customers
What you’ll achieve:
Become familiar with MuleSoft messaging, delivery blueprint, solutions, positioning, competition and product suite
Begin to meet and engage your portfolio of customers and become proficient in their history, their business outcomes, and their goals
Develop working partnerships with the MuleSoft account team supporting your customers
Internalize MuleSoft customer success stories and customer success systems and processes
Be responsible for the engagement, retention, and growth of your customers
Build and develop relationships with senior executives in business and IT to ultimately stay aligned with Business Outcomes and secure partnership in their transformation initiatives
Acquire MuleSoft messaging certification
Take one or more MuleSoft solution classes
Evangelize MuleSoft customer success stories and customer success systems and processes
See tangible outcomes and deliverables due to successful transformation path, using the Anypoint Platform
Partner with AE to prioritize the internal account teams supporting your accounts
About MuleSoft, a Salesforce company
Our mission is to help organizations change and innovate faster by making it easy to connect the world’s applications, data, and devices. Companies like Spotify, McDonald’s, and Unilever rely on MuleSoft to stay agile, deliver faster, and make the most of their IT investment with API-led connectivity. Hiring outstanding people who want to build an excellent company together is our number one priority, and we’re committed to providing an equal opportunity workplace where everyone is supported and encouraged to do their best work. We work tirelessly to build this culture, and we’re proud to have been named the #1 Top Workplace in the Bay Area and a best place to work 6 years in a row.
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