Job Description:

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Job Category

Mulesoft - Customer Success Group

Job Details

MuleSoft thrives off the success of our customers, and we're looking for a strategic, growth-focused, and results-driven Success Manager to engage, enable and retain MuleSoft's Composer customers. This new role will be focused on the customer's success with Composer ensuring the global deployments of our newest MuleSoft product group.

This role will be an essential component of a growing, strategically important team, within the MuleSoft Organization (the fastest growing business unit within Salesforce). You will be responsible for driving the successful adoption of Composer through tools, programs and processes that enable the customers' user groups.

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 an outsized return on their investment in MuleSoft Software."

The MuleSoft Customer Success team lives our corporate core values: 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). We appreciate and seek out diversity in skills, education and background resulting in a stronger team with broad experience and perspectives.

What you will do

The role of MuleSoft Composer CSM will be to drive measurable customer success across every Composer customer. This means you generate initiatives to drive the successful adoption and deployment of Composer, via scalable programs. You will guide customers to resources and enablement to help them connect their applications, data, and devices, achieving measurable outcomes, creating "promoters" and "success stories" of MuleSoft Composer.

Activities include:

• Coordinate, join and follow-up on customer calls focused on their use and deployment of Composer




• Act as project manager of actions and learnings from customer calls driving feedback to product, training and documentation teams for scalable customer enablement




• Drive process improvement resulting in improved customer adoption and use of Composer




• Proactive outreach to customers, checking in on satisfaction generating content for our customer success story team




• Coordinate cross-functional teams at MuleSoft and throughout the ecosystem, 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 represent the voices of customers inside MuleSoft, ensuring the health of customers is properly captured, and making their voices heard as appropriate with product and sales teams.

Required Competencies:

• Ability to influence action within the company and with customers




• Project and program management skills




• Ability to drive change within out customers and internal organizations through strong and effective communication




• Experience with customer interactions with the necessary soft skills in communication to manage varied customer scenarios and sentiments




• Ability to build relationships with a broad set of stakeholders such as developers, architects, line of business users and management




• Anticipates problems, seeks out solutions proactively, does not wait for permission to begin while keeping leadership informed




• Curiosity to learn our customers business




• Passion for technology and solving problems

Types of Relevant Experience:

• Track record of performance and a growth mindset resulting in scalable processes and programs




• Presenting to individuals and audiences to share a program or influence a decision




• Competencies with transformation or program management




• Success in navigating across people, processes and geographies




• Demonstrate the ability to have difficult conversations with peers, customers, etc




• Examples of successful business relationships and customer facing experience




• Initiated change within your organization or your customers, identifying gaps and removing obstacles




• Worked successfully within and across teams and cross functionally




• Familiarity with system integrations or API Management




• Experience in enterprise software: subscription software, open source, etc

*LI-Y

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