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Customer Success Manager (MuleSoft)

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Job Category

Mulesoft - Customer Success Group

Job Details

Location: Brussels/Helsinki/Amsterdam

Languages: French/Finnish/Dutch AND English speaker

MuleSoft, acquired by Salesforce in 2018, is the #1 Integration and API Platform.  The mission of MuleSoft Customer Success is:

 

Leading with our values, our mission is to help every MuleSoft Customer connect their applications, data, and devices, and realize (and acknowledge) an outsized return on their investment in MuleSoft Software.

The values of MuleSoft Customer Success are Trust (say what we do; do what we say), Customer Success (our absolute priority), Innovation (challenge the status quo as we continually improve), and Equality (equality and care for all).

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) create promoters of MuleSoft.  

In doing so, we secure sustainable, profitable growth for MuleSoft by retaining customers and creating add-on sales opportunities. 

What You’ll Do

Partner with customers to deliver outsized returns on their investment in MuleSoft software, by:

  • Delivering, measuring, and communicating ROI for our customers, throughout the customer lifecycle

  • Being the trusted partner for customers on use-cases and product functionality, and how to align use-cases with Catalyst, MuleSoft’s best practice.

  • Coordinating various cross-functional teams at MuleSoft, to ensure customers get what they need to connect their applications, data, and devices, and receive an excellent and consistent customer experience, all the time, every time.

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

The Customer Success Manager is accountable for, and leads, customer success planning and execution across a portfolio of customers, and supports other cross-functional teams in the development and execution of account strategy, driving customer retention and expansion.

What We’re Looking For

  • Proven track record of performance in your career to-date in customer-facing roles with a technology bias, such as Consultant, Sales / Pre-sales, Technical Account Management, Project Manager, Enterprise Architect, Customer Success Manager, etc.

  • Alignment with our core values of Trust, Customer Success, Innovation, and Equality.

  • Ability to create structure in ambiguous situations and design effective plans followed up with flawless execution to exceed customer expectations.

  • Excellent communication skills, written and verbal.

  • Passion for technology and for being part of a hyper-growth SaaS company.

  • An understanding of software development and/or engineering, including IT systems integration and APIs.

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

  • Experience working with cross-functional teams (e.g. sales, support, services, product, etc).

  • Do what it takes and a fearless attitude, with an insatiable desire to take ownership and make things awesome.

  • Experience working on digital / technology transformation programs in customer-facing roles.

  • Advanced local language skills (French/Finnish/Dutch) and English are mandatory

To stand out as a candidate for more junior positions, and to be considered for more senior positions, you will also need to demonstrate:

  • Track record of managing large, complex digital / technology programs in customer-facing roles, and the ability to successfully handle difficult customers or customer situations.

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

  • Demonstrable executive presence and communication abilities.

  • Strong leadership skills.

To stand out as an ideal candidate regardless of seniority, you will have a much better chance if you can demonstrate:

  • An early career working in software development and/or engineering, integrating IT systems, and developing / managing APIs.

  • Experience in developing and executing IT systems integration strategies.

  • Experience in developing and executing API strategies.

About Salesforce

Salesforce, the Customer Success Platform and the world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!

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