Posted over 1 year ago
Our Success Specialist Department plays a critical role within the Customer Success Group (CSG), serving as a strategic advisor with hands-on Cloud product expertise to support Salesforce's largest, most complex enterprise customers. We are also part of the larger Success Services brand; an integrated suite of service offerings that help customers obtain results - fast! Together, with our whole Ohana (Hawaiian for \"family\") made up of our employees, customers, partners and communities, we are working to improve the state of the world.
This is an incredible opportunity to become part of a leading team of experts to drive growth and expertise across the most innovative company in the world, and help define the vision and usage for the next generation of Cloud solutions. The Success Specialist will engage with clients to accelerate their adoption of Salesforce solutions to transform their businesses and achieve business objectives. A key method will be the delivery of Success Accelerators which are targeted engagements designed to increase product awareness, provide industry best practices, and drive business transformation to improve customer adoption, overall product value, and consumption. This strategic role actively participates in our Cloud Success Specialist community to share customer success stories and best practice expertise.
Success will be measured through:
- Co-writing and managing your annual work and planning through an annual corporate-aligned work plan.
- Achieving set measures and standards on: Accelerator delivery, customer satisfaction (CSAT), post Accelerator delivery business success impact.
- Providing monthly feedback to management and peers while actively improving based on their feedback to you.
+ Promote innovation and operational excellence support long-term business goals as an industry visionary.
+ Become a recognized Core Cloud (Sales/Service or Marketing Cloud expert, maintaining technology and domain expertise.
+ Partner with our product teams to understand and track the barriers to adoption and develop functional and programmatic solutions.
+ Facilitate high impact, cloud-specific workshops targeted at all levels of an organization (C-level, VP, Mid-Level Management, and Project Team) to drive stronger adoption and transform organizations.
+ Promote customer stories and schedule sessions with various cross-functional teams such as Product Management, Customer Success, Sales Engineering, Sales, Alliances, Marketing and Development to replicate and scale success.
+ Participate in internal strategic initiatives to grow the Specialist practice, serving as an active contributor to the practice knowledge and resource base by identifying existing expertise and enriching technical and non-technical Salesforce, customer, and partner colleagues.
+ Position accelerator packages as needed in Pre-Sales efforts.
+ Review and correct project direction, approach, and key artifacts to keep programs on track and solutions extensible and continuously maintainable.
+ Identify and proactively manage risk areas, scope, and customer expectations that could impact successful delivery.
+ Address complex problems and negotiate solutions with customers and third-party partners while maintaining manageable customer expectations.
+ Provide guidance on implementation best practices.
+ Troubleshoot key customer implementation issues and demonstrate ability to drive to successful resolution. Lead the evaluation of business and technical requirements from a senior level.
+ Extensive enterprise consulting experience, deep understanding of industry best practices, implementation experience with one or more Core Cloud (Sales, Service or Marketing).
+ Strong presentation skills with the ability to lead high-powered workshops and effectively tailor messaging based on audience and subject matter.
+ Thorough understanding of Core Cloud (Sales or Service or Marketing) fundamentals.
+ Proven ability to interact at all levels of an organization with technical and non-technical customers, attain relevant technical and business requirements, and articulate comprehensive solutions.
+ Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids. Ability to conceptualize and design sophisticated wireframes, workflows, and diagrams.
+ A passion for continued education in new technologies and functionality as well as high involvement in projects that push the capabilities of existing technologies.
+ Strong communication skills, both written and verbal, with an ability to effectively develop materials that are appropriate for the audience while evangelizing key concepts and best practices.
+ Ability to collaborate with teams of all shapes and sizes while also being able to work independently as a self-starter as necessary.
+ Ability to operate and interact with customers in a remote / virtual environment as well as onsite in front of an audience.
+ High level fluency in Japanese (reading, writing, speaking).
+ High level fluency in Japanese culture and associated business customs and practices.
+ Familiarity with Core Cloud (Sales, Service or Marketing Cloud) related technical stack, including Custom Objects and the Salesforce SOAP, REST, and Metadata APIs, in addition to experience with Agile implementation methodologies.
+ Experience with enterprise-level change management initiatives.
+ Ability to understand and convert business requirements into technology solutions.
+ Business level fluency in English.
+ Understanding of global business culture and associated business customs and practices.
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s “World’s Most Innovative Company” five years in a row and one of Fortune’s “100 Best Companies to Work For” eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for \"family\") made up of our employees, customers, partners and communities, we are working to improve the state of the world.
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