Client Success Director (Salesforce)

ABOUT THE CLIENT: Our client is a dynamic company that helps companies augment their software development teams efficiently. Its expertise spans the entire digital journey, from concept to launch and beyond, delivering value at every stage, with a deep understanding of diverse technologies for creating innovative and impactful experiences that resonate with clients and end-users. ABOUT THE ROLE: We are looking for an experienced and dynamic candidate with expertise in the technology industry. SaaS and specifically Salesforce background is preferred. As part of this role, the candidate should be able to work in a collaborative environment and should have experience in client-facing roles (Client Success, Account Manager, Strategic Account Executive, Client Relationship Manager). We need a Client Success Manager who understands the ins and outs of the tech world and is passionate about helping our clients succeed. In order to succeed in this role, you should be able to identify growth opportunities, enjoy solving problems, and be a great team player with a great sense of commitment. SPECIFIC RESPONSABILITIES Client Relationship Management : Foster strong, meaningful relationships with clients, ensuring a deep understanding of their challenges, goals, and expectations. Align client expectations with our capabilities at every stage of their journey, promoting transparency and proactive communication. Project Coordination and Management: Collaborate closely with technical managers, business managers, and team success managers, both internally and externally, to ensure seamless project kick-offs and ongoing experiences. Identify and address potential roadblocks, facilitating a smooth project execution and exceeding client expectations. Client Education and Support: Support, advise, and educate clients on our solutions, ensuring they derive maximum value from our services. Create memorable client experiences by providing proactive support and addressing inquiries promptly. Technical Expertise: Develop a comprehensive understanding of the Adobe Experience Cloud and other Platform Solutions and stay abreast of the latest updates and features. Provide guidance for clients through any challenges and ensure they leverage the full potential of the platform we are working on. Feedback Integration: Collaborate with internal development and operational teams to translate client feedback into actionable insights for continuous service improvement. Act as the voice of the client, championing their needs and ensuring our services evolve to meet market demands. Contract Management: Ensure all client agreements are well-managed, renewed, and aligned with both parties' expectations. Work with legal and finance teams to address any contractual concerns and maintain a smooth renewal process. Market Analysis and Forecasting: Understand the competitive landscape and emerging trends in your industry. Leverage market insights to contribute to forecasting efforts, assisting in the development of strategies to maintain and expand our revenue. Continuous Learning and Development: Demonstrate a proactive attitude towards personal and professional growth by expressing a keen interest in learning about platforms similar to Adobe. Engage in ongoing training and development opportunities to enhance your skills and stay ahead in the rapidly evolving industry. WORK EXPERIENCE REQUIREMENTS: Must have: +4 years' experience working in a similar role with B2B software or in a tech company. English Proficiency in writing and speaking (TOEFL IELTS CAE exam level) (is a MUST) Good technology skills, able to quickly learn new software/solutions. Excellent communication skills, both written and verbal. Confidence speaking with both technical and non-technical stakeholders and comfortable liaising with C-level clients. Strategic Account Management: Track record of developing and implementing strategic account management plans Revenue Growth: Success in growing revenue through upselling, cross-selling, and identifying new opportunities Negotiation Skills: Strong negotiation skills with a history of successfully closing beneficial deals Client Retention: Proven ability to retain and expand client relationships Cross-Functional Collaboration: Collaboration with different teams, seniorities, and responsibilities Global Account Management: Experience managing global or enterprise-level accounts Crisis Management: Demonstrated ability to navigate and resolve crisis situations positively Advanced Contract Negotiation: Experience negotiating complex contracts Desired: Industry Knowledge: In-depth understanding of the tech industry Data Analysis and Reporting: Proficiency in utilizing data analytics tools for strategic recommendations Leadership Experience: Proven leadership in a similar role, including mentoring junior account managers Budget Management: Experience managing account budgets for efficient resource allocation