Salesforce

Data Solutions Success Manager

Salesforce

July 21, 2021


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Job Category
Customer Success Group
Job Details
The Data Solutions Success Manager is responsible for ensuring the success of a portfolio of
Salesforce's commercial customers. The Success Manager will develop expertise on Salesforce Data Solutions products (including but not limited to Ad Studio, Audience Studio, Customer 360 Audiences, Data Studio, Interaction Studio and Social Studio).
The successful candidate will also bring Salesforce's best ideas, innovations, and capabilities to customers and match these to the customers's business goals, driving greater business value and executive alignment between Salesforce and the customer. As a Success Manager, you will be a trusted advisor to our largest customers, orchestrating our success services and providing best practice in areas such as Adoption, Business Metrics and Feature Usage. The end result is increased customer satisfaction, retention and expansion of Salesforce's footprint.
RESPONSIBILITIES
  • As Success Manager, you own ultimate responsibility for the customer's renewal and for
    expansion of the platform. You promote maximum value from their investment in Salesforce,
    aiming for full utilization of their licenses, identify new opportunities, and collaborate with sales
    teams to ensure growth attainment and increased footprint.
  • Coach customers to ensure they are leveraging all available Salesforce Success programs and
    services.
  • Advise customer on availability of other (paid for) Services.
  • Working within an account team matrix, lead C-level stakeholders towards identifying their
    vision by evangelising the capabilities of Salesforce.com Data Solutions and wider products.
  • Where appropriate, partner with the customer to establish a transformational Business
    Roadmap/Blueprint to ensure achievement of business goals.
  • Develop a comprehensive understanding of typical business challenges faced by customers and
    common objectives to appropriately map Salesforce features and associated business
    benefits to address their needs
  • Play a fundamental part in coaching customers to establish and manage their Change
    Management/Governance/Centre of Excellence programs
  • Identify risks to the customer achieving their stated business goals and work with the virtual
    team to build a risk mitigation plan.
  • Serve as a customer advocate in driving industry best practices and the evolution of
    Salesforce product and platform functionality, courses and administrative services integral
    to the customer's success.
  • Develop and maintain long-term relationships with stakeholders in your account portfolio,
    where appropriate, by networking between customers, partners, and salesforce.com.
  • Deliver successful customers to the contract renewal cycle and, where necessary, support the
    renewals process to minimize customer attrition.

As part of building your personal brand you will be given the opportunity to;
  • Partner with customers in developing their strategic direction
  • Build and maintain both regional and local relationships internally and with customers
  • Work in a highly collaborative and passionate team environment.
  • Contribute to regional and local initiatives
  • Help us to build the practice in this new team

MINIMUM QUALIFICATIONS:
  • Minimum 5 years relevant work experience
  • Good interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue
  • Ability to prioritise, multi-task, and perform effectively under pressure
  • Consultative approach
  • Strong knowledge of business processes (Sales, Marketing, Service, Support), business
    applications and automation

PREFERRED QUALIFICATIONS:
  • Experience with account portfolio planning and prioritization
  • Knowledge of Salesforce (especially Data Solutions or Marketing Cloud) product and platform features, capabilities, and best use
  • Familiarity with the database, application and network technologies used in Cloud Computing (e.g. knowledge of network topologies and devices, database concepts and SQL, multi-tenancy)
  • Flexibility for travel (approx 25%)

Accommodations
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