Principal High Touch Success Manager- Retail

Salesforce - Indianapolis, IN4.2

Full-timeEstimated: $73,000 - $96,000 a year
EducationSkills
Job Category
Customer Success Group
Job Details
Principal Success Manager
The Success Manager will act as a Trusted Advisor to our large customers, ultimately responsible for ensuring their success. You will align at the stakeholder level, building and maintaining strong relationships. In this role, you will be responsible for helping customers achieve business value and ROI from their investment with Salesforce. The end result is increased value, retention, customer satisfaction and ultimately expansion of the Salesforce footprint.

Responsibilities:
Ensure that customers derive maximum value from their investment in Salesforce, utilize all of their licenses, identify new opportunities, and collaborate with other Salesforce stakeholder teams to ensure adoption and a successful renewal
Build and nurture relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper
Working collaboratively with the account team and Salesforce Execs, effectively network within accounts in order to help customers achieve their objectives
Monitor customer usage data, health indicators, renewal dates and growth opportunities and translate into strategies for success
Evangelize the capabilities of Salesforce across all of our Clouds
Develop an understanding of typical business challenges faced by customers and common objectives to appropriately map Salesforce.com features and associated business benefits to address their needs.
Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed
When appropriate, recommend additional Salesforce Cloud Services needed to drive success

Preferred Qualifications & Skills:
8+ year of work experience
BA/BS or equivalent
Navigate customer organizational structures to identify and build relationships with executives and stakeholders
Ability to prioritize, multitask, and perform effectively in a highly dynamic work environment
Effective at leading and facilitating executive meetings and workshops
Proficient at being prescriptive and driving action oriented meetings
Strong knowledge of business processes (Sales, Marketing, Service, Support)
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
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