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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.

For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled authorities, they purchase our Success Plans.

The Customer Success Area Lead will work closely with key sales leaders, CS investment teams, and other collaborators to prevent attrition and drive solutions for our designated customers/accounts. As the Customer Success Ambassador, this role plays a critical part in strategizing, prioritizing, and enhancing internal relationships; ensuring our customers receive the support they need to succeed with Salesforce.

Responsibilities:

Collaborate with internal Sales, Customer Success account leadership, and investment teams to strategically prioritize customer retention and mitigate attrition.

Orchestrate alignment between account information, sales leaders, and investment goals of defined success plan portfolio.

Consistently review and link investment options to outcomes like improved Customer Success Scores, NPS, and other meaningful metrics, while advocating for Sales engagement on pivotal TMP initiatives.

Manage our Investment Program guidelines and ensure account executives provide adequate information and sales leaders are aligned with investment priorities.

Promote CSG resources through multi-channel communication, ensuring leaders and AE’s understand and use the customer success support process.

Create standardized business review decks for Sales, covering investment programs, Renewals, Success Plan changes, and product announcements.

Coordinate and support business review meetings with OU leads, improving the overall Account Success Quarterly Business Review experience.

Provide feedback that improves the sales team's experience when engaging with customer success.

Preferred Qualifications and Skills:

7+ years in Sales, Customer Success, or related fields, preferably within the SaaS landscape.

Salesforce Implementation experience is a must for this role. 

Proficiency in Salesforce's product suite, with a keen understanding of its capabilities and best application practices.

Proven track record to forge and cultivate high-level relationships, serving as a trusted advisor that brings tangible business value to clients.

Strong communication and presentation skills with demonstrated track record of influencing effectively at all levels of the organization

Strong capability to navigate complicated discussions, handle objections, and drive alignment.

Expertise in at least one line of business (LoB) or specific industry sector.

An academic degree or equivalent experience, with preference for candidates showcasing aligned experiences that cater to the nuances of the role.

Learn more about CSG and here is the Video.

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