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MuleSoft · 13 hours ago

Customer Success Manager (Mulesoft Public Sector)

Chicago, IL

Full-time

Hybrid

Senior Level, Lead/Staff

$123K/yr - $186K/yr

8+ years exp

MuleSoft, a Salesforce Company, is dedicated to helping organizations innovate faster by connecting applications, data, and devices. The Customer Success Manager will serve as a key partner for MuleSoft's Signature customers, ensuring they receive the highest level of service and support throughout their journey with the platform.

AppsCloud InfrastructureData IntegrationDeveloper APIsEnterprise SoftwareRobotic Process Automation (RPA)

Growth Opportunities

Responsibilities

Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion

Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature

Help your customers achieve their business goals and outcomes on the MuleSoft platform by:

Coordinating the completion of the Signature Success catalog of services as required for your customer

Providing timely, proactive MuleSoft feature guidance based on the areas of interest for your customer

Acting as an advisor to your customers for the adoption of new features of MuleSoft’s annual release schedules and identifying potential challenges and risks to your customer's implementation

Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so customers can renew Signature Success

Act as an advocate for customers during the triage and resolution of high-severity cases to assist with the timely resolution of these issues

The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage, depending on the customer’s need

Qualification

MuleSoft experienceTechnical Customer SuccessManagement consulting experienceTechnical solutions developmentSolutions architectureProject leadershipStakeholder relationship managementCommunicationPresentation skillsCross-functional team leadership

Required

Minimum of 8 years of work experience in one or more of the following: Technical Customer Success, MuleSoft or iPaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture

Experience with MuleSoft and/or a relevant competing platform

4+ years' experience in management consulting services

Excellent communication and presentation skills, with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level

Skills for analyzing technical concepts, translating them into business terms, and mapping business requirements into technical features

Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners

Knowledge of software development process and design methodologies

Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects