Customer Success Guide, Sales Cloud

Description

As a Success Guide, you'll be responsible for helping to grow customers’ value and improve adoption at scale. As part of your role, you'll engage with customers across all account segments, delivering 1:Many programs and 1:1 Success Guidance to Salesforce customers. You will partner with Success Managers and the Sales teams. The Success Guides play a vital role in providing the right recommendation at the right time, enabling customer value realization at scale. The ideal candidate is organized, agile, and passionate about Customer Success. They have excellent presentation and communication skills in both a 1:1 and group setting. Using their product knowledge they deliver value to both customers and internal teams. Responsibilities:

• Deliver 1:1 & 1:Many customers engagements

• Action Best Practice Insight including

• Product Education

• Technical Advice

• Adoption Guidance

• Accelerate Feature / Cloud Adoption

• Manage Consultative Engagements with Customers

• Drive Guided Success Engagements

• Support Success Teams

Required Qualifications & Skills:

• Proven experience in the SaaS industry with relevant work experience in one or more Salesforce products including Service, Platform, Commerce Cloud, etc.

• Experience working or knowledge of Sales Cloud.

• Proficiency in English, Spanish and Portuguese is vital to effectively engage with our customers.

• Preferred Sales Cloud Consultant certified

Preferred Qualifications & Skills:

• Solid understanding of the overall Salesforce platform suite and applications

• Proven success leading customer-facing presentations and engagements

• Able to handle objections, prioritize customer issues, and collaborate with manager and colleagues to effectively drive resolution

• Proven track record in managing time and prioritising activities while performing effectively under pressure

• Support Success and Sales Teams to ensure that customer gets maximum value out of the platform

• Understanding of business analysis, organisational change, user adoption, release management, and governance

Soft Skills:

• COMPOSURE: Strong customer-facing communication and interpersonal skills with the ability to support sophisticated engagements

• EXPERTISE: Solid understanding of industry-standard processes and implementation experience of the salesforce product suite

• LEARNER: Has a passion for continued education in new technologies and sophisticated business and technical concepts

• PASSION: Passionate about Customer Success and a great listener

• CULTURE: Embodies inclusive culture and a standout colleague that everyone enjoys working with

• TRUST: Ability to earn the trust of the customer and live the company’s core values