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Job Category
Customer Success
Job Details
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Role Overview:
The CSM within the Signature Success team acts as the primary technical point of contact for Salesforce's largest and most important customers. The focus is on proactively ensuring customer success by understanding their business goals, technical environment, and helping them maximize the value of their Salesforce investment, specifically concerning their Mulesoft integration platform (or equivalent integration technologies). The CSM builds strong relationships with customer stakeholders and internal teams. They provide technical guidance, best practices, and proactive support to optimize the customer's Salesforce implementation, particularly around integration. They play a crucial role in managing customer expectations and communications during critical incidents.
Key Responsibilities and Impact:
- Relationship Management: Develop and maintain relationships with key business and IT partners to understand their goals and priorities.
- Value Realization: Help customers achieve their business outcomes by coordinating Signature Success services, providing proactive feature guidance, and advising on new Salesforce releases.
- Technical Expertise: Act as a trusted advisor on the Salesforce platform, with a specific focus on Mulesoft integration capabilities or equivalent enterprise integration solutions. Translate business needs into technical solutions.
- Proactive Support: Identify potential challenges and risks, reinforce the value of technical recommendations, and proactively set customers up for success.
- Incident Management: Provide regular updates and communications during infrastructure service degradations, partnering with internal teams for resolution. Track root cause analysis and communicate findings to customers.
- Advocacy: Act as a customer advocate during the triage and resolution of high-severity cases.
- Value Communication: Clearly communicate the value of Signature Success to ensure customer renewals.
- Collaboration: Work closely with internal teams (e.g., Support, Product, Sales) and external partners (including ISVs) to address customer needs.
Technical Requirements:
- Integration Platform Experience:
- 3-5+ years of experience working with the Mulesoft Anypoint Platform.
- OR (if no direct Mulesoft experience): 3-5+ years of hands-on experience with Oracle Integration Cloud, Oracle SOA Suite, and Oracle API Gateway.
- OR (if no direct Mulesoft experience): 3-5+ years of hands-on experience with IBM App Connect, IBM MQ, and IBM Message Broker.
- Cloud Experience: Experience with cloud providers like AWS, Azure, and GCP in the context of integration platforms.
- Web Technologies: Deep knowledge of Internet technologies and protocols such as TLS, HTTP, REST, Webservices, firewalls, web servers, and proxy servers.
- SaaS Connectivity: Experience in connectivity with Enterprise SaaS solutions, including Salesforce, Netsuite, and Workday.
- Containerization: Experience in troubleshooting container and container management technologies like Docker and Kubernetes.
Minimum Requirements (Broader CSM Skills):
- Experience in Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, 1 or Technical/Solutions Architecture.
- Exceptional communication and presentation skills at all organizational levels, including executive and C-level.
- Ability to analyze technical concepts and translate them into business terms, and vice versa.
- Knowledge of software development processes and design methodologies.
- Experience leading cross-functional teams to resolve customer needs or projects.
- Fluency in English at a business professional level is required.
- Business professional fluency in at least one additional Southeast Asian language: Thai, Vietnamese, Tagalog, or Malay.
Preferred Requirements:
- Relevant technical certifications are highly desirable, such as:
- Mulesoft Certified Developer
- Salesforce Certified Administrator
- Oracle Integration Cloud Certified Professional (or equivalent Oracle integration certification)
- IBM Certified Specialist - Messaging (MQ) or IBM Certified Solution Implementer - App Connect (or equivalent IBM integration/middleware certification)
- Knowledge of Salesforce products and features, capabilities, best use, and deployment.
- Experience working with Enterprise-level customers.
In summary, this Mulesoft CSM role at Salesforce requires a technically strong individual fluent in English and at least one specified Southeast Asian language, with excellent communication and relationship-building skills. They need significant experience with enterprise integration platforms (Mulesoft preferred, or equivalent Oracle/IBM stacks), ideally backed by relevant certifications. They must be passionate about customer success, proactive in their approach, and capable of navigating complex technical environments involving integration within the broader Salesforce ecosystem, particularly for large enterprise customers.
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