Principal Customer Success Manager, Salesforce

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
- 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
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**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

Accommodations

Posting Statement

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce. 

Salesforce welcomes all.