Jay Gibbs

Lead Customer Success Manager @Salesforce

London, GB

Orchestrates the entire Signature Success Experience for customers and their wider teams, including their partners.Point of contact for all post-sales activities (pre-implementation through to steady-state) and coordinates all Salesforce teams’ efforts to ensure the highest levels of customer satisfaction.Advocate for customers’ priorities internally within Salesforce while proactively working with the Salesforce R&D, Infrastructure & Product teams on technical issues, product roadmap changes, new feature requests and customer escalation management.Collaborates with internal teams to mitigate risks for both license and success plans subscriptions.Trusted advisor with key business and technical stakeholders armed with best practices for enterprise architecture, an expert on customer implementations focusing on business goals and priorities.Oversees customer trends, analyses patterns and identifies action plans with a focus on critical issues prevention and risk mitigation.Oversees and orchestrates the Proactive Services Program leveraging 24x7 monitoring and solution analysis trends and insights.Contributes and collaborates internally within the Salesforce team, sharing knowledge and best practices with team members, assisting with projects and initiatives.