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About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Position Summary - Your Impact

Salesforce Service Cloud helps our customers lead customer interactions across channels, from self-service and phone to messaging and email. It streamlines support processes and provides features like case management, digital engagement, knowledge management, and collaboration to help companies solve customer inquiries faster and increase customer happiness

You will interact with Salesforce customers spanning various industry segments, delivering success programs and providing expert guidance. Collaboration with other Salesforce teams, Success Managers, Support Engineers, and Sales is integral to comprehending account nuances and devising efficient strategies for customer assistance. Success Guides hold a pivotal role in delivering timely, tailored recommendations at the right time in the customer lifecycle, enabling customers to achieve real business value.

As a Service Cloud Success Guide you would ideally have experience implementing or administering a Service or CRM platform and associated functionalities and capabilities. You have a deep understanding of the customer service industry and can provide expertise and guidance on customer service best practices. You can interpret individual use cases and present solutions of both a technical and business nature to clients. You are comfortable conducting research and deep-diving int product features to determine the best solutions for clients.

Responsibilities

• Help mitigate attrition, increase customer adoption and engagement, and improve overall business value.

• Deliver virtual expert engagements to educate and empower our customers to achieve business value through the Salesforce Service Cloud platform

• Share your product and industry expertise and best practices to help customers.

• Offer tailored advice and insights to customers to help them improve their return on investment and make them aware of the contributions of other Salesforce products.

• Present customer stories and use cases, showcasing the value and impact of Success Engagements.

• Uncover customer challenges, identify risks to adoption, and provide a tailored plan of action.

• Work closely with internal cross-functional team members to gain insights into the account and explore potential solutions for addressing customers' business needs and challenges.

• Engage in open dialogue with customers regarding ways to improve and expand user engagement, and to solicit feedback to improve our product and service offerings.

• Continue to evolve technology and domain expertise through certifications and continuous learning.

Required Qualifications & Skills

• Proficient in English AND German

• Relevant 3rd-level degree or equivalent qualification.

• Previous experience using service automation software is an advantage.

• Functional understanding of call center/contact center operations and processes

• 2 to 3 years of relevant work experience helping customers achieve full business potential through technology.

• Able to work independently as a self-starter, manage time, and prioritize activities while performing effectively under pressure.

• Proven track record in delivering success leading customer-facing presentations and engagements with strong communication and presentation skills.

• Able to apply customer success concepts, practices, and procedures to help drive customer success.

Desired Qualifications & Skills

• Salesforce Administrator, Advanced Administrator, or Service Cloud Consultant Certification is a plus.

• Hands-on experience with a CRM platform suite and associated applications (Salesforce preferred).

Benefits include

• Health Insurance and Pension contributions

• A monthly well-being subsidy of €100

• Annual education budget of €5,000 to spend on your career development

• Additional 7 days paid time off for charitable causes (1-1-1 model)

• Parental benefits (parental leave, childcare support, fertility and adoption program, etc)

• Opportunity to be part of Salesforce’s employee-led and organized Equality Groups helping to drive innovation and social responsibility (We have 12 Equality Groups, including the Salesforce Women’s Network, Abilityforce, and more. Learn more here.)

• Shares purchase plan

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. 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. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.