Success Manager, Director

**Job Category **:Customer Success Group

**Job Details**:
We have an exciting role within Customer Success, where you will engage with customers who are looking to transform their business

The Salesforce Customer Success team are passionate about bringing the full Salesforce Customer 360 to life for our customers and driving the evolution of their business through Salesforce cross-cloud solutions. To achieve this, we support customers with their digital transformation journey, and partner with them to help accelerate business value and return on investment from their investment with Salesforce.

In this role, you will align with customers at all levels including C-level, building and maintaining positive relationships to help customers progress on their transformation journey. You will be responsible for setting customers up for success from the very beginning of their lifecycle and for establishing a sophisticated success plan. You will ensure the right resources are then engaged in each phase of the customer lifecycle thereafter. You will deliver professional and impactful engagements.

**Responsibilities**:

- Think strategically by contributing to Account Plans and long term goals for specific customers.
- Build and program-manage impactful joint success plans with executive sign off.
- Make decisions on success-based investment initiatives and work with other teams to deliver impactful engagements. Achieve maximum return on investment by bringing the right resource at the right time with clear decisions in prioritisation.
- Create, scope and deliver your own value engagements to customers. Utilise your time across multiple accounts and engagements.
- Be accountable to ensure customer, partner and Salesforce partners are engaged throughout the entire customer lifecycle.
- Orchestrate and influence a matrixed multi-disciplinary team to align efforts and maximise impact for customers.
- Influence large-scale transformational change by providing customers insights and best practices and aligning resources to support them on their journey.
- Act as a trusted advisor offering proactive and prescriptive advice and practical solutions to partners.

Measures of Success:

- Impact on customer value realisation.
- Customer satisfaction.
- Increased customer health.
- Customer retention.

Skills & Knowledge:

- Program Management: plan for and optimally drive execution in a matrix organisation and navigate through sophisticated processes.
- Professional Delivery skills: clear definition and planning, strong communication to partners and completion of projects.
- Digital Transformation Knowledge: knowledge and experience to advise our customers’ multi-year digital roadmaps, strategies & priorities.
- Understanding of (or deep knowledge) of Public Sector customers.
- Collaboration: ability to set common goals and foster positive relationships throughout Salesforce in particular with sales, partners, services, and support.
- Judgement: ability to find opportunities and issues before they happen, with the big picture in mind, generate practical solutions and adjust approach when implementing.
- Drive: confidence to work in ambiguity, challenge the status quo. Generate positive energy and provide clarity with the virtual team by setting clear goals and responsibilities, program and guiding them through challenging situations.
- Influence: Genuine curiosity and ability to connect with others’ viewpoints. Communicate ideas effectively to engage others, and get diverse audiences onside and working toward a common goal.

**Accommodations**:
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