Success Guide - Service Cloud/Platform
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Job CategoryCustomer Success
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.
Success Guide - Job Description
The role of Success Guide will be responsible for helping to grow customers’ value and improve adoption at scale. The Success Guide will engage with customers across all account segments, delivering 1: many programs and 1:1 success guidance to Salesforce customers. They will partner with Success Managers and Sales. Success Guides play a crucial role in providing the right recommendation at the right time, enabling customer value realization at scale.
The ideal candidate is organized, agile, and passionate about Customer Success. They have excellent presentation and communication skills in both a 1:1 and group setting. Using their product knowledge they deliver value to both customers and internal teams.
Deliver 1:1 & 1:Many customer engagements
Action Best Practice Insight
Accelerate Feature / Cloud Adoption
Manage Consultative Engagements with Customers
Drive Guided Success Engagements
Support Success Teams
Compulsory Qualifications & Skills
Minimum 3 years of relevant work experience in Salesforce products with at least a year working on Service Cloud and in any combination of other Salesforce products, including Sales, Platform, Experience, etc.,
Service Cloud Consultant certification is mandatory
Engineering degree preferred
Preferred Qualifications & Skills
Working knowledge of the overall Salesforce platform suite and applications
Proven success leading customer-facing presentations and engagements
Able to handle objections, prioritize customer issues and collaborate with manager and colleagues to effectively drive resolution
Proven ability to manage time and prioritize activities while performing effectively under pressure
Support Success and Sales Teams to ensure that customer gets maximum value out of the platform
Understanding of business analysis, change management, user adoption, release management, and governance
Soft Skills :
COMPOSURE: Strong customer-facing communication and interpersonal skills with the ability to support complex engagements
EXPERTISE: Working knowledge of industry best practices and implementation experience of the salesforce product suite
LEARNER: Has a passion for continued education in new technologies and complex business and technical concepts
PASSION: Passionate about Customer Success and is a great listener
CULTURE: Embodies inclusive culture and a team player that everyone enjoys working with
TRUST: Ability to earn the trust of the customer and lives the company’s core values
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