Senior Success Guide

Job Description:

At Salesforce, we are dedicated to fostering a diverse and inclusive workplace where individuals from all backgrounds are welcomed and valued. We believe that the unique perspectives and skills of diverse candidates greatly contribute to the success of our teams. As a Data Cloud Success Guide, you will play a crucial role in driving successful outcomes for our strategic customers by leveraging your technical expertise in data and analytics.

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 Customer 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:

• Engage with our Premier and Signature customers both reactively and proactively to enable, advise, and optimize Industry Cloud adoption
• Be a trusted Industry Cloud subject-matter expert for the broader Success Guide organization
• Run engagements aligned with Industry Cloud product capabilities, tailoring conversations to the unique needs and opportunities of Industry Cloud customers
• Build strong relationships with both internal and external business stakeholders
• Drive thought leadership through mentoring and knowledge sharing

Impact of the Role:

As an Industry Cloud Success Guide, you will play a critical role in our customers' success and the growth of our organization. Your expertise and guidance will directly influence the quality of a customers' product adoption, satisfaction, and return on investment, ensuring their success in leveraging Industry Clouds' powerful capabilities. By driving customer satisfaction and delivering exceptional value, you will contribute to the overall growth and reputation of Salesforce as a leader in the industry.

Collaboration and Teamwork:

Collaboration is at the core of our success, and as a Industry Cloud Success Guide, you will have the opportunity to work closely with diverse teams of professionals. You will collaborate with customers and colleagues in order to help bolster a customers knowledge of the Industry Cloud platform and to drive optimal adoption.

Basic Requirements:

• 5+ years experience in a customer-facing role in the technology industry
• Demonstrated expertise with Salesforce Industry Clouds (OmniStudio, Communications, Financial Services, Health, etc.) strongly preferred. Salesforce Sales or Service Cloud expertise also helpful
• Admin 201 certification strongly preferred. Adm 211, Agentforce Specialist, Platform App Developer, Cloud Specific, or other Salesforce certifications also preferred
• Fluent English speaker
• Excellent communication and interpersonal skills; ability to work collaboratively with cross-functional, global teams
• Ability to facilitate discussions and translate technical concepts & solutions into tangible business value and ROI for customers
• Very strong presentation and consultative skills, able to adapt to deliver effectively to different customer personas
• Ability to demonstrate basic understanding and stay up-to-date with emerging technologies
• Elite technical acumen, ability to master new, highly complex products quickly
• Proactive and self-starting attitude with the ability to manage tasks independently while collaborating remotely with customers and colleagues