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MuleSoft EMEA RVP Customer Success - DACH

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Job CategoryMulesoft - Customer Success GroupJob Details

MuleSoft EMEA RVP Customer Success - DACH

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.

Role Description:

We’re looking for a strategic, growth-focused leader of Customer Success for our DACH team. The role reports to the EMEA VP, Customer Success, and leads a team of Customer Success Managers that partners 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.

You will be a key member of the EMEA customer success leadership team for MuleSoft and will be influential in the continual evolution of the function in EMEA with opportunities to also contribute globally.

You will also be a key member of the DACH cross-functional regional leadership team for MuleSoft. Collaboration and alignment across sales, support, training, services, pre-sales, channels, and product teams will be integral to your success.

The ideal candidate will be equally passionate about MuleSoft solutions, customer outcomes, and inspiring a team.

What you’ll achieve in your first 12 months (indicative):

3 Months:

  • Learn, be familiar with MuleSoft solutions, positioning, competition, and product suite

  • Internalize MuleSoft customer success stories and customer success systems and processes and understand the current state of regional performance across customer health, retention, and adoption metrics

  • Engage your team and understand their mix of customers including risk, status, and opportunities across those customers

  • Invest in understanding your team’s strengths and areas of development, and build coaching plans to support them in their career growth

  • Establish relationships with DACH regional leadership across pre-sales, sales, services, and channel leadership to be a leader in driving cross-functional alignment at scale

6-12 Months:

  • Own forecasting and prioritization for Customer Success in the region

  • Represent the voice of the customer in DACH regional leadership meetings and support longer-term planning for the region

  • Own the overall success of the customer base in the region, including managing the regional Customer Success team, ensuring success in the largest customers in the region, and partnering with cross-functional regional leadership to ensure regional success from a renewals and expansion standpoint

  • Establish exec relationships as the sponsor to key customers across the region

Minimum Requirements:

  • A proven track record of driving Customer Success and aligning in complex customer environments at the executive and departmental level, with a demonstrable ability to navigate and lead in a dynamic matrixed environment of a hyper-growth company.

  • Experience leading and developing people with a history of creating and inspiring great teams who have delivered results

  • A mix of business and technical acumen with the ability to engage and add value in discussions involving both technology and business strategy

  • Ability to contribute beyond your role and own strategic initiatives to improve the customer experience with MuleSoft

  • Proven track record of leading seven-figure engagements with enterprise customers and a demonstrated ability to guide strategy and deliver outcomes for the customers that resulted in trusted, long-term business relationships

  • Passionate about technology, a natural, credible evangelist, and experienced in translating that passion into business impact for customers

  • Strong written and oral presentation skills and ability to engage with a spectrum of executives- technical and non-technical- from developers, architects, to C-level

  • Previous experience in consulting, open-source solutions, or with an annual subscription sales model is preferred

  • Track record of creating strong relationships with both internal and external stakeholders

  • Data-driven and analytical. Adaptable to changing market and customer requirements.

  • Excellent leadership, management, and interpersonal skills.

  • Willingness to travel to spend significant time on-site with strategic customers

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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