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Salesforce.com, Inc Technical Customer Success Manager, Quip in Boston, Massachusetts

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 Category

Program/Project Management

Job Details

Technical Customer Success Manager

Our goal at Salesforce Anywhere (Quip) is to transform CRM processes and boost productivity by using real-time document collaboration embedded inside Salesforce. We’re looking for a Technical Customer Success Manager to be our customer-facing, post-sales technical expert who drives our customers’ Quip success by leading and executing key technical initiatives to fuel deployment, adoption, and long-term health.

As part of the Customer Success team, you’ll know the product inside and out, you’ll help our customers maximize the possibilities of Quip, and you’ll focus on building strong, trusted relationships both externally with customers and internally with our cross-functional teams. You’ll be living on the leading edge of our product and our customers’ needs, so this role requires expertise in strategic thinking and on-the-fly discovery. You’re not just an executor — you’re a builder. You love learning the customer’s business, understanding their needs and figuring out the best path to mutual success.

You’re a creative, solution-focused professional who can both take and give direction. You’re self-sufficient and proactive. You thrive in a scaling, ambiguous environment. And you build automations because you absolutely hate doing the same thing twice.

If you have an innate curiosity, can communicate as effectively with C-level customers as with engineers, can navigate and manage complex technical initiatives, and can identify and implement solutions to achieve wide-spread adoption for Quip’s customers, we want to talk to you!

Responsibilities

  • Partner with our Customer Success Managers to identify, address, and solve technical challenges, gaps and opportunities

  • Lead consultative discovery sessions with customers to understand core needs and considerations in order to determine the optimal technical solution

  • Own and project manage the execution of these technical initiatives, actively keeping all external and internal stakeholders in the know

  • Identify and implement automations and processes to continually increase efficiency for customers and Quip employees alike

  • Develop and exhibit technical subject matter expertise for Quip and Salesforce, including architecture, security, compliance, and product roadmap

  • Build strategic relationships across Customer Success, Product Management, Engineering, and other Quip teams to provide insightful customer feedback and advocate for product improvements on behalf of our customers

Requirements

  • 5+ years demonstrated success in a dynamic, cross-functional, customer-facing role (SaaS preferred)

  • Proven track record of taking initiative to proactively identify & solve problems with autonomy and confidence

  • A passion for helping customers and solving business problems with creativity, empathy, and pragmatism

  • Excellent interpersonal skills — you build trusted relationships with both customers and colleagues

  • Exceptional written and oral communication skills, experience communicating with senior-level stakeholders

  • Strong knowledge of Process Builder, Flow, REST APIs, SAML/SCIM, SSO

  • Knowledge of Apex, Python, Javascript, React; or the ability to learn them quickly

  • Eagerness to self-learn new technologies based on customer need

  • Experience in the enterprise cloud software market

  • Ability to drive cross-functional project teams from ideation to solution

  • Passion for learning and working with others to improve yourself, the team, the product, the company

  • Familiarity with Salesforce and Salesforce development

  • Experience and/or credentialing in project management methodologies (PMM)

  • Willingness to travel (up to 25%)

For Colorado-based roles: Minimum annual salary of $121,100. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. More details about our company benefits can be found at the following link: https://www.getsalesforcebenefits.com/

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form (https://careers.mail.salesforce.com/accommodations-request-form) .

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.

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Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.

Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the “Most Admired Companies in the World” and one of the “100 Best Companies to Work For” eleven years in a row, and named “Innovator of the Decade” and one of the “World’s Most Innovative Companies” eight years in a row by Forbes.

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