Senior Success Guide

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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.

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 customer's 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
• Minimum 5 years of development experience in the Salesforce ecosystem and relevant Salesforce certifications including: Required - Salesforce Certified Platform Developer2 Desired - JavaScript Developer, Service Cloud Consultant, System Architect, Field Service Consultant
• Preferred Hands-on expertise in Service Cloud capabilities such as Service Cloud Digital Engagement, Service Cloud Voice, Knowledge, Agentforce for Service and Field Service
• Experience in developing custom solutions in Salesforce Lightning using LWC and Apex, Proficient in front-end technologies like HTML, JavaScript, and CSS
• Familiar with data integration tools and experienced in integrating Salesforce with various business systems, with strong knowledge of SQL, SOQL, Java, JavaScript, SLDS, and custom CSS
• Familiarity with platform authentication patterns (SAML, SSO, OAuth). Experience with platform security capabilities (TLS, SSL)
• Experience in building scalable solutions using Visualforce, Apex, Web Services, and APIs.
• Expertise in Salesforce Flows, Process Builder and advanced declarative automation tools
• Experience handling large data volumes, data migration (Data Loader, ETL tools), and performance optimization in Salesforce.
• Ability to collaborate with architects, developers, admins, and business stakeholders, translating requirements into scalable solutions
• Strong communication skills with an analytical mindset to understand requirements and design effective solutions that meet business needs
• 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

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what's possible — for yourself, for AI, and the world.

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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, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

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