Customer Success Manager, Salesforce
Retail / E-Commerce Space, Marketing / Commerce Cloud Solutions
World's leading CRM provider
Job no longer available
World's leading CRM provider
1001+ employees
Job no longer available
1001+ employees
Company mission
To empower companies to connect with their customers in a whole new way.
Role
Who you are
- 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
- The ideal Success Manager will possess both a Cloud specialization and industry skills that enable them to speak the customer language
- 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
Desirable
- Solid understanding 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 experience or equivalent proven 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
- 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 partner 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
- 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 customers’ Salesforce implementation and evangelize the capabilities of Salesforce across all of our Clouds
- Guide a customer on organisational strategy, governance and organisational change 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 a 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, 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
Salary benchmarks
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Insights
-8% employee growth in 12 months
Company
Company benefits
- Medical Care
- Life Insurance
- Retirement Savings
- Employee Assistance Programs
Funding (last 2 of 4 rounds)
Jun 2001
$46.9m
SERIES D
Nov 1999
$13.2m
SERIES C
Total funding: $64.5m
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