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Posted 5 months ago

Job CategoryCustomer Success Group

Job Details

Role DescriptionThe Specialist Success Manager bridges the gap between marketers and the Salesforce Marketing Cloud. In a role that encompasses strategic project management, data science, consulting, and relationship management, Marketing Cloud Success Managers are responsible for ensuring adoption and ongoing success with the Marketing Cloud platform.Responsibilities:

+ Ensure maximum customers adoption and satisfaction with their Salesforce Marketing Cloud investment

+ Categorize a portfolio of accounts based on known risk factors, and maintain ongoing engagements with prioritized Marketing Cloud Accounts

+ Help new customers navigate through their initial Marketing Cloud on-boarding through 1:1 and 1:Many engagements

+ Monitor customer usage data, health indicators, and potential growth opportunities and translate into strategies for success

+ Act as a subject matter expert for a large team of Success Managers, providing them with insights & structured guidance for Marketing Cloud account management

+ Collaborate with cross-functional teams to improve risk assessment, client-facing resources, account management and target accuracy of scaled programs to ensure the customer experience is consistent and cohesive

?Preferred Qualifications & Skills:

+ 5+ year of work experience

+ BA/BS or equivalent

+ Navigate customer organizational structures to identify and build relationships with stakeholders

+ Ability to prioritize, multitask, and perform effectively in a highly dynamic work environment

+ Proficient at being prescriptive and driving action oriented meetings

+ Knowledge of business processes (Sales, Marketing, Service, Support)

+ Collaborative, persistent and self directed

+ Working knowledge of Salesforce product and platform features, capabilities, and best use

+ Strong communication and interpersonal skills, with the ability to navigate conflict and foster honest dialog

+ Ability to quickly grasp and distinctly explain technological and business concepts

Leadership Qualities:

+ PASSION: Passionate about Customer Success

+ BEGINNERS MIND: Always learning, approaches each interaction with open mind, great listener and hands-on

+ URGENCY: Ability to move fast and drive business value and results

+ OHANA: Embodies Aloha culture: A team player that everyone enjoys working with and has a generous heart

+ TRUST: Trust the company's core values

+ ADAPTABLE: Excels in high levels of uncertainty and change

About Salesforce:

+ 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!