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