Posted almost 5 years ago

Job CategoryCustomer Success Group

Job Details

The Portfolio Success Manager (PSM) bridges the gap between Sales and our Success Teams. PSMs are responsible for providing strategic guidance and oversight 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. PSMs align with Sales Management on account planning and provide customer health leadership, handle escalations on at-Risk Accounts, Strategize on right mix of success resources, and Empower sales on how best to leverage Customer Success Resources.

Responsibilities:

+ 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 customer success

+ Have regular cadence for meeting with, and providing CSG updates to, your Sales VPs and their Managers

+ Serve as key partner to sales leaders, understanding their business, advising on territory risk and opportunity, and empower their teams with CSG guidance and resources

+ Manage and collaborate interdepartmentally to resolve at-risk Customer escalations in Region

+ Play a fundamental part in coaching customers on how to follow Salesforce best practices and achieve maximum business value from their investment

Your Impact: 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.

+ Customer engagements

+ Portfolio attrition

+ Adoption

Preferred Qualifications & Skills:

+ BA/BS degree

+ 8+ years relevant work experience

+ Executive-level communication

+ Expertise facilitating customer meetings and presenting to an executive level audience in a concise, inspirational and convincing manner

+ Experience with complex, escalated customer situations, ability to navigate large and small organizations and gain executive level buy-in

+ Builds buy-in to change; anticipates and deals effectively with concerns or resistance to change

+ Knowledge of sales organizations and approaches

+ Gathers and analyzes information from a variety of sources to arrive at a broad understanding of moderately complex issues

+ Recognizes implications and risks of actions and decisions

Leadership Qualities:

+ Models "can do" spirit, a sense of optimism, ownership and commitment

+ Suggests and leads change that has a positive impact at department and organizational levels

+ Builds relationships with people across a variety of roles and functions

+ Ability to objection handle up to senior levels

+ Passionate about Customer Success

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.

Posting Statement

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. 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. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!