Customer Success Expert
The ideal candidate will demonstrate deep business and industry knowledge to guide customers in accelerating their business value and return on investment from our platform.
This role involves partnering with customers to understand their goals, assess their capabilities, and provide recommendations to help them achieve their objectives. The Customer Success Expert will also develop a deep understanding of the customer's Salesforce implementation and evangelise its capabilities across all of our Clouds.
Responsibilities:
* Apply our proven methodology to understand customer goals, assess capabilities, and provide tailored recommendations for accelerated achievement of business and technology objectives.
* Develop a comprehensive understanding of the customer's Salesforce implementation and communicate the benefits of our Clouds to drive business growth.
* Guide customers on organisational strategy, governance, and change management processes based on their needs.
* Demonstrate expertise in Salesforce product knowledge by applying platform features and functions to customer business priorities and roadmap.
* Identify potential risks to customer achieving stated business goals and work collaboratively with the account team to build mitigation plans.
* Design and implement adoption paths showcasing current state, target future state, timeline, and enablement plan to drive customer success.
* Deliver business value and innovation to customers by understanding their key challenges and opportunities for growth.
* Build executive-level relationships with customers' IT and business leadership sponsors and decision-makers to solidify partnership and commitment.
* Collaborate with the account team and Salesforce Executives to network within accounts from executive level down to support customer goals.
* Recommend additional services and advisory experts when necessary to drive customer success.
* Communicate technical product updates, changes, degradations, outages, end-of-life, and other relevant information to customers.
Preferred Skills:
* Deep understanding of our product and platform features, capabilities, and best practices.
* Able to articulate the importance and value of governance to business and IT executives.
* Strong consulting skills and proven results working as a trusted advisor to drive business value for customers.
* Able to drive effective influencing conversations at C-level, facilitate difficult discussions, and handle objections adeptly.
Required Skills:
* Experienced professional with 7-10 years of relevant industry expertise.
* In-depth knowledge in one or more lines of business, a specific cloud, or industry.
* Proven ability to drive effective influencing conversations at C-level, facilitate difficult discussions, and handle objections adeptly.