Posted about 1 year ago
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Salesforce.org - Customer Success Group
The Portfolio Success Manager (PSM) bridges the gap between Sales and our Success Teams. PSMs are responsible for providing pre and post-sales strategic guidance and initiatives for a portfolio of customers in a select sales territory. PSMs oversee a Portfolio of customers aligned to a sales territory and are responsible for customers’ adoption and renewal. Align with Sales Management on account planning and provide customer health leadership, handle escalations on at-Risk Accounts, Strategize on 1:Many Customer Success Initiatives, Enable Account Executives on how best to leverage Customer Success Resources and Collaborate with Sales to drive attendance and run in-person Success Events in the respective regions.
Ensure customers derive maximum value from their investment in Salesforce, utilize their licenses, identify new opportunities, and collaborate with Salesforce stakeholder teams to ensure growth attainment and increased footprint
Create Portfolio Account Plans to provide the right level of success resources and provide customer health leadership to all customers in territory .
Monitor customer usage data, health indicators, renewal dates and growth opportunities and translate into strategies for success
Help position Premier Success and Cloud Services products with the support of pre-sales teams - understand and articulate value proposition to customers and prospects
Collaborate with sales teams and Salesforce’s Partner Alliances team to ensure proper implementation approach is in place to maximize new customer’s success
Plan, Promote and Execute Regional Practitioner and Executive Circles of Success Events based on territory needs focused on key adoption related topics
Have daily/weekly cadence for meeting with, and providing CSG updates to, your Sales VPs and their Managers
AE Enablement on the CSG Approach - Provide Conte nt to Sales Enablement, host the occasional lunch and learn and/or attend team meetings
Manage and collaborate interdepartmentally to resolve at-risk Customer escalations in Region
Play a fundamental part in coaching customers to establish and manage their Change Management/Governance/Centre of Excellence programs.
Success will be measured by moving the needle across your portfolio in the following categories. It will also be measured by the breadth and depth of sales and customer relationships; contributions to the role and process improvement; escalation and risk mitigation management; and proven leadership.
Preferred Qualifications & Skills:
6+ years relevant work experience
Experience facilitating customer meetings and presenting to an executive level audience in a concise, inspirational and convincing manner
Deep understanding of customer success principles, approaches and considerations
Experience with complex, escalated customer situations, ability to navigate large and small organizations and gain executive level buy-in
Knowledge of sales organizations and approaches
Measures effectiveness of recommendations; proficient at scaling or redirecting strategies and tactics based on results.
Passionate about Customer Success
Proactive, organized, and detail-oriented
Excellent communication and Content Development skills
Programs or Project Management skills
Proven effectiveness at leading and facilitating executive meetings and workshops
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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