Salesforce.com, Inc Success Manager - eCommerce in Austin, Texas
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Customer Success Group
The Success Manager leverages deep business, industry and product knowledge to partner with customers and guide them to accelerate business value and return from their investment with Salesforce. In this role, the Success Manager will specialize in dealing with large enterprise-sized clients in the retail industry to speak the customer language and ensure customer value realization. They are aligned at key stakeholder level, building and fostering strong relationships to help customers progress on their digital journey. Success Managers work directly with customers that can vary in their size, solution complexity and life cycle, depending on the customers needs.
The ideal Success Manager will possess cloud specialization, e-commerce and retail industry skills that enables them to speak the customer language.
Primary ownership and accountability for ensuring customer growth, satisfaction, and retention within the assigned accounts, which will include a small number of complex, high-value and Retail customers using multiple Salesforce Clouds.
Leverage our Customer Success Methodology and partner with customers stakeholders to understand their goals, assess their capabilities and provide recommendations to help them accelerate 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 best practices based on customer needs
Multi-Cloud Salesforce product knowledge by mapping 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 execute 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 foster executive-level relationships with the customer’s IT and business executive leadership, sponsors and decision makers to solidify our partnership and commitment to the customer business and IT sponsors & stakeholders
Working collaboratively with the account team and Salesforce executives across the organization, effectively network within accounts from the Executive-Level down, in order to help customers achieve their objectives
When appropriate, recommend additional Salesforce services and advisory experts needed to drive success
Act as the liaison between Product Management and the Customer with a focus on feature collaboration and communicating the feature roadmaps in a balanced "one-versus-many" approach required by the SaaS model
Collaborate with customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted three way partnership between customer, partner, and Salesforce
Proactively communicates technical product changes, degradations, outages, end of life and other relevant updates
Preferred Qualifications & Skills:
5 plus years of professional experience, with 2-plus-years of experience in SaaS/enterprise software Account Management or Client Services managing multi-million dollar portfolios of recurring revenue
Retail and Digital Commerce industry experience and knowledge with a solid understanding of the retail value chain and processes
Strong consulting skills and proven results working as a Trusted Advisor to drive business value for customers
Exposure to the development, execution, and overview of account plans for top tier customers
Exposure to B2B & B2C SaaS models from the vendor side, including commercial contracts
Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and adept at handling objections
Demonstrated experience in identifying and mapping the customer organizational structure with ability to bridge turnover at any level of the organization
Ability to quickly grasp and distinctly explain technological and business concepts
Able to articulate the importance and value of Governance to Business and IT executives
Good understanding of enterprise architecture principles strongly preferred
Experience working with distributed, co-located teams required
Excellent verbal and written communication and in-person and virtual presentation skills
Ability to work independently and to collaborate effectively across functions as part of team in a matrix environment
Success working in a fast-paced, dynamic and creative environment with a rapidly growing company
Bachelors' degree in a related field required
Experience with SaaS based CRM and E-Commerce systems such as Salesforce.com preferred
PASSION: Passionate about Customer Success
THOUGHT LEADER: Strong point of view and executive presence. Confident, but not arrogant, great storyteller
URGENCY: Ability to move fast and drive business value and results
OHANA: Embodies Aloha culture: A team player that everyone enjoys working with and has a generous heart
TRUST: Trust the company’s core values
ADAPTABLE: Excels in high levels of uncertainty and change
For Colorado-based roles: Minimum annual salary of $104,600. You may also be offered a bonus, restricted stock units, and benefits. More details about our company benefits can be found at the following link:https://www.getsalesforcebenefits.com/
If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form. (http://cloud.mail.salesforce.com/accommodations-request-form)
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