Job Category Customer Success Group Job Details The Success Manager leverages deep business and industry knowledge to partner with customers to help them accelerate business value and ROI from their investment with Salesforce. You will align at the C-level, building and maintaining strong relationships to help customers progress on their transformation journey. In this role, you will be responsible for helping customers achieve business value faster and progress on their journey towards becoming a Customer Company. This means helping them leverage Salesforce to transform their business, engage with their own customers in whole new ways. The end result is increased value, retention, customer satisfaction and ultimately expansion of the salesforce' s footprint.
Responsibilities:
Leverage our Customer Success Methodology and partner with customer executives to understand their objectives, assess their capabilities and prescribe recommendations to help them accelerate achievement of their business objectives and build a transformational vision
Focus on customer intimacy – deliver business impact and innovation to a customer’s business by truly understanding our customers’ key business issues and opportunities
Build and nurture C-level relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper
Working collaboratively with the account team and Salesforce Execs, effectively network within accounts from the C-Level down, in order to help customers achieve their objectives
Evangelize the capabilities of Salesforce across all of our Clouds
Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map Salesforce.com features and associated business benefits to address their needs
Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed
When appropriate, recommend additional Salesforce Cloud Services needed to drive success
Serve as a customer advocate in driving industry best practices and the evolution of Salesforce.com product and platform functionality, courses and administrative services integral to the customer's success
English/Spanish requirement, Portuguese also preferred
Preferred Qualifications & Skills:
10+ year of work experience
BA/BS or equivalent, MBA preferred
Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and adept at handling objections
Navigate customer organizational structures to identify and build relationships with executives and stakeholders who define the company's strategic objectives
Strong consulting skills and proven results working as a Trusted Advisor to drive business value for clients or stakeholders
Credible and effective C-level advisor and coach, especially around change management (cultural, technical or business)
In-depth knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation
Strong knowledge of Salesforce product and platform features, capabilities, and best use
Ability to quickly grasp and distinctly explain technological and business concepts
Leadership Qualities:
PASSION: Passionate about Customer Success
THOUGHT LEADER: Strong point of view and executive presence. Confident, but not arrogant, great storyteller
URGENCY: Ability to move fast and drive business value and results
OHANA: Embodies Aloha culture: A team player that everyone enjoys working with and has a generous heart
TRUST: Trust the company’s core values
ADAPTABLE: Excels in high levels of uncertainty and change
Posting Statement
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.
