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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.
Who We Are
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.
Position Description
For our customers who wish to get the most value out of Salesforce, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.
The Director serves as a named resource and partner for their Salesforce Signature customer. They orchestrate all deliverables their customer is entitled to, including overseeing the day-to-day customer Signature experience from onboarding through Signature contract renewal and expansion. They develop deep relationships with their customers' team members and pair that knowledge with relevant industry knowledge to improve the customer's implementation health.
This role requires strong partnership and teaming across Salesforce at all levels - including orchestrating a team of aligned Customer Success resources - to provide a unified Signature experience for their customer.
An ideal candidate has a background in managing large, complex enterprise customers in Customer Success or Program Delivery / IT Consulting roles. The candidate is able to work and influence multiple stakeholders, businesses and subsidiaries, with a strong capacity to understand and articulate complex and mission critical customer scenarios and customer business impact. They are able to quickly react and respond alongside strength in forward planning and long term thinking.
Responsibilities
Serve as the single point of Customer accountability who is responsible for the orchestration of all Signature deliverables, experience, and customer health.
Build and cultivate executive-level relationships with the customer's IT and business executive leadership, sponsors, and decision-makers
Provide strong Salesforce expertise and insights about the customer's environments to evangelise the capabilities of Salesforce across all of our clouds, and communicate tailored recommendations and standard practices all of our clouds, encouraging Success Plan expansion across uncovered products
Accountable for the creation, and overall management of the Customers' Joint Account Plan, in partnership with Sales and Professional Services, to ensure a cohesive Customer Success strategy and delivery as One Salesforce
Provides insights and guidance on improving performance via proactive alerts, assessing historical service case history trends, delivering release readiness reviews, and managing key events such as customer launches and critical business events by partnering with relevant teams and resources to drive the best customer outcomes
Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.
Preferred Qualifications and Skills
Experienced professional with extensive relevant industry expertise in Customer Success, SaaS platform use or Project Leadership, Technology Consulting, and/or Solutions Architecture
Knowledge of Salesforce product and platform features, capabilities, and best practices.
Strong consultative skills, deep curiosity, and confirmed results working as a Trusted Advisor to drive business value for customers
Exceptional communication and presentation skills with demonstrated ability to present and influence effectively at all levels of the organization.
Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and be adept at handling objections
Ideal but not required:
Experience in Telecommunications, Media or Utilities Industries
A good understanding of enterprise architecture principles
Degree or equivalent relevant experience required. Experience will be evaluated based on the strengths you'll need for the role (e.g. demonstrated behaviors in previous jobs, that align to role needs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
Accommodations
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Posting Statement
At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.
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.
At Salesforce we encourage applications from Aboriginal and Torres Strait Islander peoples. Salesforce Australia is committed to walking together with the Traditional Custodians of this land, Australia's First Nations peoples, as we forge a path to reconciliation. Please see our Reconciliation Action Plan for more information
Salesforce welcomes all.
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Accommodations
If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.
Posting Statement
At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.
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.
