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Salesforce.com Customer Success Director - Healthcare and Life Sciences in Jersey City, New Jersey

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.

Job CategoryMulesoft - Customer Success Group

Job Details
MuleSoft thrives off the success of our customers, and we're looking for a strategic, growth-focused Success Director to engage, retain, and enable MuleSoft's most strategic 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.

The MuleSoft Customer Success team lives our corporate core values: Trust, Customer Success, Innovation (challenge the status quo as we continually improve), and Equality (equality and care for all).

What you will do:
The role of MuleSoft Customer Success is to drive measurable customer success at every MuleSoft customer, which means a) drive adoption of MuleSoft software; b) help customers to connect their applications, data, and devices to achieve measurable outcomes; and c) build promoters of MuleSoft. In doing so, we secure balanced, profitable growth for MuleSoft by partnering with customers to deliver outsized returns on their investment in MuleSoft software.

Activities include:

Delivering, measuring, and communicating return on investment throughout the customer lifecycle

Being the trusted partner for customers on use-cases and product functionality

Coordinating across various cross-functional teams at MuleSoft and throughout the ecosystem

Accurately representing the voices of customers inside MuleSoft, ensuring the health of customers is properly tracked, and making their voices heard as appropriate

Partnering closely with the Commercial/Sales team to drive significant renewals, expands, and enabling upside across our customer base
Required Proficiencies:

Technical understanding to credibly work with IT organizations

Shown capability of leading conversations with internal and external C-levels and senior management

Ability to influence action

A team contributor

A self-starter who is equally comfortable working on their own and as part of a robust team.

Ability to motivate change within our customers and internal organizations

Deliver on outstanding initiatives or critical business issues within sophisticated environments

Ability to establish relationships with a broad set of partners such as developers, architects and executives

Anticipate problems, seeks out solutions proactively, and does not wait for permission to begin

Curiosity to learn our customers business

Demonstrate the ability to have difficult conversations with peers, customers, etc.

Types of Proven Experience:

Experience in enterprise software: subscription software, open source, etc

Several years of experience in management consulting, technical account management, or enterprise software sales

Leading technical conversations and persuading others to take action based on requirements and value provided by solutions

Hit set targets and goals with evidence of exceeding

Making pitches to audiences to share a specific point of view

Experience with transformation or program management

Success in navigating across people, process and geographies

Examples of successful business relationships and customer facing experience

Initiated change within your organization or your customers, identifying gaps and removing obstacles

Worked successfully within a team and cross functionally, providing feedback and mentorship

Understanding of SDLC

Familiarity with system integration/API management (Dell Boomi, Informatica, TIBCO, Apigee etc.)

To stand out as a candidate you will also need to demonstrate:

Track record of running large, sophisticated digital / technology programs in customer-facing role

Demonstrable experience in navigating sophisticated, multi-divisional, multi-geographical organizations to identify the right customer partners and build trusted advisor relationships.

What you'll achieve:
3 months:

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

12 months:

Be responsible for the engagement, retention, and growth of your customers

Build and cultivate relationships with senior executives in business and IT to ultimately align across with Business Outcomes and secure partnership in their transformation initiatives

Acquire MuleSoft messaging certification

Take one or more MuleSoft solution classes

See tangible outcomes and deliverables due to successful transformation path, using the Anypoint Platform

Partner with AE to coordinate the internal account teams supporting your accounts

Accommodations
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Salesforce welcomes all.

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

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