Success Guide

1 week ago

Sydney, New South Wales, Australia Salesforce Full time
Job Category

Customer Success

Job Details

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.

Salesforce Service Cloud is seeking a Success Guide to join the Salesforce Service Cloud Team. This position is for someone who is highly motivated, self
- directed, has a desire to work on a cloud based e-commerce platform and a passion for Customer Success. The role of the Success Guide is essential in helping to grow value and improve adoption for the Service Cloud portfolio in addition to helping customers and partners overcome functional and technical challenges, feature explanation, and standard process guidance. Success Guides provide the right recommendation at the right time, enabling customer value realization at scale.

Responsibilities

  • Deliver product adoption targeted at business users in service organizations (Retailers, Telecommunications, Financial, Customer service centers etc )
  • Drive standard process adoption and enablement of the Service Cloud platform throughout the client lifecycle.
  • Owning and solving our most complex customer issues through delivery of engagements and other adhoc requests to support clients and their site goals.
  • Inspire customer partners to deploy our recommendations and track longterm business outcomes.
  • Offer tailored advice and insights to the customer in order to help them improve current return on investment and make them aware of the contributed of other Salesforce products.
  • Partner closely with other crossfunctional team members to translate business needs and product requirements into new solutions for customers.
  • Engage in open dialogue with customers regarding ways to improve and expand user engagement, and to solicit feedback in order to improve our product and service offerings.
  • Translate strategic ideas and programs into clearly defined action steps specific to the clients' custom solution.
  • Drive and maintain the highest level of client satisfaction possible.
  • Assist and mentor newer team members, as well as clients and partners on the use of Salesforce development tools

Desired Qualifications

  • Working knowledge and experience with Service/Sales Cloud fundamentals and how it should be shown to solve business challenges
  • Shown success leading customerfacing presentations and engagements such as webinars and presentations.
  • Understanding of customer requirements and business objectives to provide recommendations on using Service Cloud to achieve business goals
  • Ability to prioritize, multitask, and perform effectively and independently in a highly dynamic work environment
  • A high tolerance for ambiguity as well as flexibility and adaptability
  • Understanding of APIs/thirdparty integrations
  • Professionalism engaging with customers and navigating sophisticated politics within their organizations
  • Salesforce Administrator Certified preferred

Leadership Qualities

  • COMPOSURE: Strong customer facing communication and social skills with the ability to support sophisticated engagements
  • EXPERTISE: Solid understanding of industry standard methodologies and implementation experience of the salesforce product suite
  • LEARNER: Has a passion for continued education in new technologies and complex business and technical concepts
  • PASSION: Passionate about Customer Success and is a phenomenal listener
  • TEAM: A teammate that everyone enjoys working with and has a generous heart
  • TRUST: Ability to earn the trust of the customer and lives the company's core values
Accommodations

Posting Statement

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

LI-Y

Accommodations

Posting Statement

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

Salesforce does not accept unsolicited headhunter and agency re

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