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Salesforce.com, Inc Cross Cloud Success Manager - Public Sector in Boston, Massachusetts

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success Group

Job Details

The Public Sector Summit Success Manager plays a critical role within the Customer Success Group (CSG), serving as a strategic advisor with hands-on salesforce product expertise to support the company’s largest, most complex premier customers. The Success Manager role is an integral part of the integrated suite of Success Service offerings that help customers obtain results faster.

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.

ROLE DESCRIPTION:

A Summit Success Manager primarily engages with premier customers to help accelerate a specific business initiative. A key method will be the delivery of Value Driven Engagements which are targeted engagements designed to drive industry best practices and provide transformational recommendations to improve product adoption and overall business value. This pivotal role brings strategic vision and tactical expertise to ensure every engagement is a success.

The Success Manager plays a critical role within the Customer Success Group (CSG) by partnering with Sales, CSG counterparts, product managers, cloud practices, and services to help customers obtain results faster.

RESPONSIBILITIES:

A Success Manager engages with focus customers to accelerate specific business initiatives to improve overall product value.

  • Mitigate attrition, increase Customer adoption and engagement, drive incremental growth, and improve overall business value

  • Provide guidance on application and integration development best practices, functional and technical solution architecture & design, environment management, testing, and Salesforce Platform education

  • Drive conversations with Customer’s Enterprise Architects and Business Stakeholders armed with best practices for enterprise architecture functions such as Security, Performance, Development Process, and Governance

  • Serve as a Trusted Advisor by leading complex engagements and driving best practices with customer executives, operational stakeholders, and project teams

  • Responsibilities include designing cross cloud programs, facilitating customer workshops, tailoring recommendations, and driving quantifiable business outcomes

  • Identify and proactively manage risk areas, scope and customer expectations that could impact successful delivery

  • Inspire Customer owners, both tactical and strategic decision-makers, to deploy our recommendations to achieve short-term success and long-term organizational goals

  • Share expertise with customers, CSG counterparts, and Account Teams through strategic vision and tactical expertise

  • Occasional travel to the client site (10%), but may vary based on client requirements

BASIC REQUIREMENTS:

  • BA/BS degree preferred

  • Minimum 6 years relevant work experience, including enterprise consulting experience

  • Creative problem-solver with the ability to work independently and be a self starter

  • Strong knowledge of core business processes (Sales, Marketing, Service, Support)

  • Deep implementation experience of the Salesforce product suite

  • Proven results leading and overseeing success stories in the following domains: front- and back-end solution architecture, development and release management strategies, and direct leadership in designing solutions that meet or exceed customer needs

  • Experience leading customer-facing presentations and engagements

  • Ability to coach colleagues and participate in internal Account Team collaboration and planning

  • One or more Salesforce Certifications: Administrator, Advanced Administrator, Sales Cloud Consultant, Service Cloud Consultant, Platform App Builder, Platform Developer I, or Platform Developer II

PREFERRED QUALIFICATIONS:

  • 3+ years of enterprise consulting experience or equivalent, including CRM implementation experience

  • Implementation experience with Vlocity/Salesforce Industry Solutions, especially Public Sector Solutions, Energy and Utilities Cloud, and/or Health Cloud.

  • Experience with optimizing business processes, designing technical solutions, facilitating user adoption, DevOps, and governance.

  • Proven ability to interact with all levels of an organization both technical and non-technical, obtain relevant technical and business requirements, and articulate a comprehensive solution.

  • Excels at uncovering customer issues, conducting root cause analysis and providing actionable recommendations

  • Strong aptitude in communicating complex business and technical concepts using visualization and modeling aids

  • A passion for continued education in new technologies and functionality, as well as to be involved in projects that push the capabilities of existing technologies

  • Able to apply CSG concepts, practices and procedures to help drive customer success

For Colorado-based roles: Minimum annual salary of $104,600. You may also be offered a bonus, restricted stock units, and benefits. More details about our company benefits can be found at the following link: https://www.getsalesforcebenefits.com/

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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Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form (https://careers.mail.salesforce.com/accommodations-request-form) .

Posting Statement

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Salesforce welcomes all.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.

Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the “Most Admired Companies in the World” and one of the “100 Best Companies to Work For” eleven years in a row, and named “Innovator of the Decade” and one of the “World’s Most Innovative Companies” eight years in a row by Forbes.

There are those who choose to work with the best and brightest. And then, there are those who want to do more than just a job. They are the ones improving lives, not only their careers. Having an impact now instead of later. Doing something that’s so much bigger than themselves, an industry, and their company.

We believe everyone can be a Trailblazer. Join Salesforce and discover a future of new opportunities.

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