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Salesforce

Success Guide - Platform

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Job CategoryCustomer Success GroupJob DetailsJob Category

Customer Success Group

Job Title
Success Guide

Job Details

The role of the Platform Success Guide is crucial in helping to grow value and improve adoption for Salesforce Platform. The Success Guide will engage with customers across all account segments, delivering success engagements to Salesforce Premier customers. Success Guides provide the right recommendation at the right time, enabling customer value realization at scale.

The ideal Success Guideis organized, agile, and passionate about customer success and specifically passionate about helping nonprofit organizations succeed. They have excellent presentation and communication skills in both a 1-on-1 and group setting. Using their product knowledge they deliver value to both customers and internal teams.

Responsibilities

  • Deliver 1:1 & 1:Many Success Programs

  • Action Best Practice & Insights

    • Product Feature Updates

    • Technical Advice

    • Adoption Guidance

    • Account Forensics

  • Establish a position as a domain and platform expert through delivery of engagements and other ad-hoc requests to support clients and their goals

  • Working with the Customer Success teams, provide input and contribute field feedback for new content and engagements across Salesforce’s suite of products

  • Translate strategic ideas and programs into clearly defined action steps specific to the clients’ custom solution

  • Work throughout the Salesforce organization as an advocate for continuous innovation as a result of direct client experiences

  • Project strong presence with internal and external clients and influence their behavior

  • Drive and maintain the highest level of client satisfaction possible

Preferred Qualifications & Skills

  • Ability to prioritize, multitask, and perform effectively and independently in a highly dynamic work environment

  • A high tolerance for ambiguity as well as flexibility and adaptability

  • Excellent verbal and written communication and interpersonal skills

  • Diplomacy and professionalism when engaging with customers and navigating complex politics within their organizations

  • 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

  • Working knowledge of the overall Salesforce platform suite and applications

Leadership Qualities

  • 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

  • TEAM: A team player that everyone enjoys working with and has a generous heart

  • TRUST: Ability to earn the trust of the customer and lives the company’s core values

*LI-Y

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