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Job CategoryCustomer Success
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.
The role of the Success Guide is crucial in helping to grow value and improve adoption. Success Guides provide proactive and reactive Architecture, Product, and Industry expertise to enable customers to successfully adopt products. The Success Guide will engage with customers across all account segments, delivering 1:1 success guidance to Premier and Signature Success customers. With the support of AI and automation, Success Guides provide the right recommendation at the right time, enabling customer value realization at scale. They partner with key collaborators such as Success Managers, Account Executives, and Support to make our customers wildly successful.
The ideal Success Guide is organized, agile, and passionate about Customer Success. They have excellent presentation and communication skills in both a 1 on 1 and group setting. Using their product knowledge they deliver value to both customers and internal teams.
Provide prescriptive recommendations, best practices, and technical advice for improving adoption
Deliver 1:1 Expert Coaching Sessions and Ad-Hoc Success Engagements
Become an expert in your aligned cloud and related products
Help customers consistently achieve their business outcomes
Generate positive feedback from customers, internal teams and leadership
Show continued professional growth and development
Required Qualifications & Skills
1+ yrs experience
Functional and/or Technical Expertise in one or more of the following clouds: Service Cloud, Sales Cloud, Platform, or Experience Cloud
Proven ability to quickly learn new technologies
Consultative and customer-focused approach and engagement style
Ability to navigate, escalate, and lead efforts on complex customer requests
Demonstrated ability to communicate, present and influence credibly and effectively
Ability to prioritize, multi-task, and perform effectively under pressure
Salesforce Certified Administrator is required for the role.
Certified Advanced Admin, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, and/or Experience Cloud Consultant preferred
In addition to having the Salesforce Administrator Certification, Success Guides will be expected to obtain Salesforce Advanced Administrator, Platform App Builder and associated Cloud Consultant Certification within the first 90 days of hire.
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