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Job Category

Customer Success

Job Details

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.

The Success Manager demonstrates deep business, industry, and product knowledge to partner with customers and guides them to accelerate business value and return from their investment with Salesforce. In this role, the Success Manager will specialize in one or more lines of business, a specific cloud or industry to speak the customer language and ensure customer value realization. They are aligned at the key stakeholder levels, building and encouraging positive relationships to help customers progress on their digital journey. Success Managers are working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customer's needs.
The ideal Success Manager will possess both a Cloud specialization and industry skills that enable them to speak the customer language.
Responsibilities

• Use our Customer Success Methodology to understand their goals, assess their capabilities, and provide recommendations to help them accelerate the achievement of their business and technology objectives
• Develop an understanding and knowledge of customer’s Salesforce implementation and evangelize the capabilities of Salesforce across all of our Clouds
• Guide a customer on org strategy, governance and change management standard processes based on customer needs
• Can demonstrate hands-on Salesforce product knowledge by applying platform features and functions to customer business priorities and roadmap
• Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan
• Produce and implement a comprehensive adoption path showing the current state, target future state with timeline, and an underlying enablement Plan.
• Deliver business value and innovation to a customer’s business by understanding our customers’ key business challenges and potential for growth
• Build and cultivate executive-level relationships with the customer’s IT and business executive leadership, sponsors, and decision makers to solidify our partnership and dedication to the customer business and IT sponsors & collaborator
• Working with the account team and Salesforce Execs, optimally network within accounts from the Executive-Level down, in order to help customers work towards their goals
• When appropriate, recommend additional Salesforce services and advisory experts needed to drive success
• Proactively communicates technical product changes, degradations, outages, end of life and other relevant updates

Preferred Skills:

• Strong knowledge of Salesforce product and platform features, capabilities, and best use.
• Ability to articulate the importance and value of Governance to Business and IT executives
• A good understanding of enterprise architecture principles is strongly preferred
• Ability to quickly grasp and distinctly explain technological and business concepts
• Serve as a trusted advisor, with a deep curiosity to understand your customers, their motivations and needs, and how to approach ensuring their success
• Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
• Required Skills:
• Experienced professional with 7-10 years of relevant industry expertise
• In-depth knowledge in one or more lines of business (LoBs) - a specific cloud or industry
• Strong consulting skills and confirmed results working as a Trusted Advisor to drive business value for customers
• Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and be adept at handling objections

Benefits & Perks
Check out our benefits site which explains our various benefits, including well-being reimbursement, generous parental leave, adoption assistance, fertility benefits, and more

Accommodations

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We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme. We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role. Applicants are welcome to opt-in to the interview scheme as part of the application process. If you would like to apply under the scheme, please click the link to the Accommodations Request Form above and scroll to the UK Disability Confident Scheme section within the form.

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.

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