Success Guide

Job Category

Customer Success

Job Details

**About Salesforce**

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place Agentforce is the future of AI, and you are the future of Salesforce.

**About Salesforce**
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 customers to grow value and improve adoption of Salesforce. 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 successful.

The ideal Success Guide is organized, agile, and passionate about Marketing Cloud Success. They have excellent presentation and communication skills in both a 1 on 1 and group setting. They have strong technical skills and are able to use their product knowledge to deliver value to both customers and internal teams.

**Responsibilities**
- Provide prescriptive recommendations, best practices, and technical advice for improving Product and related feature adoption
- Engage with the Customer to deliver personalized 1:1 Engagements to help with their adoption goals
- Become an expert in most of the Marketing Cloud products and ack as a trusted adviser to the Customer
- Help customers consistently achieve their business outcomes
- Generate positive feedback from customers, internal teams and leadership
- Show continued professional growth and development
- Drive thought leadership when possible through mentoring and knowledge sharing

**Required Qualifications & Skills**
- 3 - 6 yrs relevant work experience in Marketing Cloud Engagement
- Certifications: Marketing Cloud Engagement Consultant
- Having basic understanding of Salesforce Platform
- Proven ability to quickly learn new technologies
- Fluent English speaker with Excellent communication and interpersonal skills; ability to work collaboratively with cross-functional, global teams
- Having a past experience of working with external clients/stakeholders/Customers with direct 1:1 interactions on a day to day basis
- Demonstrate Consultative and customer-focused approach and engagement style while working with the customers
- Ability to navigate, escalate, and lead efforts on complex customer requests
- Demonstrated ability to communicate, present and influence credibly and effectively with a variety of audiences (from developers to C-Suite)
- Ability to prioritize, multi-task, collaborate with team members and perform effectively under pressure
- Degree or equivalent relevant experience required. Experience will be evaluated based on the Values & Behaviors for the role

**Preferred Qualifications & Skills**
- Trailhead Ranger
- Agentblazer Champion Status
- Nice to Have:

- Working Experience in extended products like Marketing on Core, Personalization or Intelligence
- Marketing Cloud Developer Certification
- Some working Experience in Sales/Service/Platform

**Accommodations**

**Posting Statement**
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status,