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