Senior Partner Success Manager, Salesforce
$96-161.1k
Salesforce
Junior and Mid level
New York
World's leading CRM provider
Posted today
World's leading CRM provider
1001+ employees
B2BArtificial IntelligenceEnterpriseInternal toolsLead generationAnalyticsCloud ComputingSales
Posted today
$96-161.1k
Salesforce
Junior and Mid level
New York
1001+ employees
B2BArtificial IntelligenceEnterpriseInternal toolsLead generationAnalyticsCloud ComputingSales
Company mission
To empower companies to connect with their customers in a whole new way.
Role
Who you are
- The ideal partner SM is a team player, exhibits professionalism, is dedicated to meeting and exceeding expectations, building relationships, has excellent collaboration skills, can learn new technologies quickly, and uses their time efficiently
- Minimum of 2-3 years relevant work experience in one or more of the following: Technical Support, Technology Consulting, Customer Success, Technology Solutions Development, Technical and/or Solutions Architecture — ideally with CRM or related applications (i.e., ERP systems) in a SaaS environment
- Deep technical knowledge of salesforce product and features, capabilities, best use, and how to deploy, including knowledge of the salesforce platform and ecosystem
- Product certifications are a plus (Administrator, Advanced Administrator, Platform Dev I, Service Cloud Consultant, or Sales Cloud Consultant)
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
- Experience dealing with large-scale, technologically complex accounts, which are constantly challenging product capabilities
- Navigate and advise on efforts related to complex partner requests or projects involving multiple parties and enterprise systems, escalating for assistance if needed
- Ability to prioritize, multi-task, and perform effectively under pressure
- Aptitude both for analyzing technical concepts and translating them into business terms and mapping business requirements to technical features
- Strong knowledge of business processes (Sales (Direct and Channel) Marketing, Service, Support), business applications, and automation
- Familiarity with technical framework such as database, application, and network technologies used in Cloud Computing (e.g., knowledge of network topologies and devices, database concepts and SQL, multi-tenancy)
- Working knowledge of the software development process and software design methodologies (coding experience is not required but extremely useful)
- Degree or equivalent confirmed experience required. Experience will be evaluated based on the core proficiencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
What the job involves
- The Partner Success team is part of the Global Technology Partner organization at Salesforce, responsible for developing/maintaining enablement relationships with our most strategic AppExchange partners
- Partner Success Managers are vital members of a broader account team responsible for driving the business, technical, and customer success of an assigned portfolio of strategic partner accounts by monitoring the adoption, delivery, implementation, and ROI of strategic partner success program benefits
- The Partner Premier Success team is looking for a driven and detail-oriented Partner Success Manager (SM). You will have responsibility for ensuring the business and technical success of a portfolio of strategic Consulting and AppExchange partners. Collaboration with strategic partners is a primary responsibility, demonstrating comprehensive knowledge of the Salesforce platform
- You will forge relationships with your partners, developing a deep technical understanding of their products and services, and share technical and industry best practices in support of partner business initiatives
- The SM also serves as a point of contact for any major development/production support issues, connecting partners to correct resources for assistance, working with our technical support team to provide appropriate business and technical context to ensure resolution, and managing the partner’s expectations and communications through the resolution of issues
- Be able to organize effectively, manage, and communicate to an assigned portfolio of premier partner accounts, including but not limited to scheduling / running recurring check-in calls of an agreed-upon frequency with a partner, managing key designed partner contacts, and ensuring partners are aware of and follow our published processes
- Be able to manage effectively, respond to critical escalations, and provide recurring updates quickly until issues are resolved
- Be able to successfully collaborate with various internal groups (Partner Account Management, Technical Enablement, Tech Support) to help partners achieve business objectives, realize the value in eligible partner success program benefits. As part of escalation management, SMs are expected to impact partner premier technical support metrics indirectly: CSAT (Customer Satisfaction), reduce ADC (Average Days to Close), help with case deflection initiatives where identified and proactively reduce the overall number of cases escalations
- Direct and indirect feedback provided by all parties that the SMs engages with (Partner Account Managers, Technical Architects, Support Engineers, etc)
- Develop relationships with key business and IT stakeholders and become an expert on a partner's products/services by understanding their top business goals and priorities, ultimately achieving Trusted Advisor status with partner stakeholders
- Leverage comprehensive understanding of Salesforce platform to help partners achieve their business goals and outcomes by providing timely, proactive recommendations that will benefit partners’ ongoing investment in Salesforce
- Onboard partner stakeholders to the Partner Premier Success Plan service, monitor success plan adoption/utilization, and deliver success reviews as part of participation in periodic QBRs / EBCs organized by Partner Account Managers
- Play a key role in Product and Technical Red Account management and resolution, including proactive communications in the event of service degradation or disruption
- Monitor and identify trends in Salesforce product adoption and utilization, ensure major release readiness, and deliver proactive product communications as required
- Provide timely account or issue executive-level summary status reports both internally and to the partner
- Collaborate with internal teams to identify and reduce renewal risks for both license and success plan subscriptions. Identify and grow opportunities within the territory and collaborate with ISV sales teams and PAMs/RPMs to ensure growth
- Participate in issues and advocate for partners during the triage and resolution of high severity cases, driving business reliability and partner/customer satisfaction. Collaboration with the Customer Success team is often required
- Contribute and collaborate internally to the Salesforce team, share knowledge and best practices with team members, contribute to internal projects and initiatives and serve as Subject Matter Expert (SME) for specific technical, industry, or process areas
- Participate in Salesforce and Partner-led field events as requested
Our take
Salesforce is a global cloud computing company, best known for its on-demand, comprehensive customer relationship management (CRM) solutions. The company was launched to mitigate the doubts that business owners felt regarding third party companies holding their data.
By providing essential, customer-oriented CRM software, Salesforce places itself at the heart of digitised businesses. Furthermore, by building out its AI capabilities, the company removes the complexity of AI, enabling any business to deliver smarter, personalised and more predictive customer experiences.
Due to the continued innovation offered by the company, over 150,000 companies, both big and small, are growing their business with Salesforce today. Despite a tumultuous 2023 filled with activist investors, a boardroom shake-up and the unprecedented step-down of Co-CEO Bret Taylor, Salesforce continues to close several acquisition deals and managed to drive up its stock value by 96% from the end of 2022 to 2023.
Steph
Company Specialist at Welcome to the Jungle
Insights
Top investors
Few candidates hear
back within 2 weeks
-8% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2001
$46.9m
SERIES D
Nov 1999
$13.2m
SERIES C
Total funding: $64.5m
Company benefits
- With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year
Company values
- Trust - We earn the trust of our customers, employees, and extended family through transparency, security, compliance, privacy, and performance. And we deliver the industry’s most trusted infrastructure
- Customer Success - So we champion them to achieve extraordinary things. We innovate and expand our business offerings to provide all our stakeholders with new avenues to achieve ever greater success
- Innovation - Our customers’ input helps us develop products that best serve their business needs. Providing continual technology releases and new initiatives gives our customers a competitive advantage
- Equality - We believe everyone should be seen, heard, valued, and empowered to succeed. Hearing diverse perspectives fuels innovation, deepens connections between people, and makes us a better company
- Sustainability – We are committed to bringing the full power of Salesforce to accelerate the world’s journey to net zero
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Marc Benioff
(Chair & CEO)Previously Senior Vice President at Oracle Corporation for 13 years.
Parker Harris
(CTO)Previously worked as a Software Engineer for over six years. Harris also co-founded Left Coast Software.
People progressing
Joined as Recruiting Director - Futureforce University Recruiting, EMEA, and was promoted to Senior Director - EMEA & LATAM Recruiting, Futureforce after 3 years, and then again to Senior Director - Recruiting after 2 years. Now serve as COO - Employee Success EMEA.
Salary benchmarks
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Diversity, Equity & Inclusion at Salesforce
- Our goals:
- 50% of our U.S. employees will be made up of underrepresented groups (Women, Black, Latinx, Indigenous, Multiracial, LGBTQ+ employees, People with Disabilities, and Veterans) by 2023
- Double the U.S. representation of Black leaders (VP+) and increase our representation of underrepresented minority (Black, Indigenous, Latinx, and Multiracial) leaders by 50% by 2023
- 50% increase our U.S. representation of underrepresented minority (Black, Indigenous, Latinx, and Multiracial) employees by 50% by 2023
- We’ve met our representation goal nearly a full year early – today, 50.7% of our U.S. employees are members of underrepresented groups
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