Principal Success Manager - Marketing Cloud
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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 Success Manager leverages deep business, industry and product knowledge to partner with customers and guide them to accelerate business value and return from their investment with Salesforce. In this role, the Success Manager will specialize in one or more line of businesses, a specific cloud or industry to speak the customer language and ensure customer value realization. They are aligned at key stakeholder level, building and fostering strong relationships to help customers progress on their digital journey. Success Managers are working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customers needs. The ideal Success Manager, will possess both a Cloud specialization and industry skills that enables them to speak the customer language.
Leverage our Customer Success Methodology and partner with customers stakeholders to understand their goals, assess their capabilities and provide recommendations to help them accelerate achievement of their business and technology objectives
Develop an understanding and knowledge of customer’s Salesforce implementation and evangelize the capabilities of Salesforce across all of our Clouds
Guide a customer on org strategy, governance and change management best practices based on customer needs
Can demonstrate hands-on Salesforce product knowledge by applying platform features and functions to customer business priorities and roadmap
Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan
Produce and execute a comprehensive adoption path showing the current state, target future state with timeline, and an underlying enablement Plan
Deliver business value and innovation to a customer’s business by understanding our customers’ key business challenges and potential for growth
Build and foster executive-level relationships with the customer’s IT and business executive leadership, sponsors and decision makers to solidify our partnership and commitment to the customer business and IT sponsors & stakeholders
Working collaboratively with the account team and Salesforce Execs, effectively network within accounts from the Executive-Level down, in order to help customers achieve their objectives
When appropriate, recommend additional Salesforce services and advisory experts needed to drive success
Proactively communicates technical product changes, degradations, outages, end of life and other relevant updates
Preferred Qualifications & Skills:
Experienced professional with 7-10 years relevant industry expertise
In-depth knowledge in one or more line of businesses (LoB) - a specific cloud or industry
Strong consulting skills and proven results working as a Trusted Advisor to drive business value for customers
Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and adept at handling objections
Strong knowledge of Salesforce product and platform features, capabilities, and best use is highly desired
Able to articulate the importance and value of Governance to Business and IT executives
Good understanding of enterprise architecture principles strongly preferred
Ability to quickly grasp and distinctly explain technological and business concepts
Japanese language fluency/Business level English (reading & writing)
PASSION: Passionate about Customer Success
THOUGHT LEADER: Strong point of view and executive presence. Confident, but not arrogant, great storyteller
URGENCY: Ability to move fast and drive business value and results
TRUST: Trust the company’s core values
ADAPTABLE: Excels in high levels of uncertainty and change
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