Experience:
No experience
Employment Type:
Full time
Posted:
9/14/2019
Job Category:
Other
Success Specialist, Success Graduate
Salesforce.com | Indianapolis, Indiana
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Job Description

Job Category

Customer Success Group

Job Details

JOB TITLE: Success Specialist, Success Graduate

LOCATION: Indianapolis, IN

The Success Specialist plays a critical role within the Customer Success Group (CSG), serving as a strategic advisor and technical expert with hands-on salesforce product expertise to support the company's largest, most complex premier customers. The Success Specialist primarily engages with premier customers through the delivery of Salesforce Accelerators which are targeted engagements designed to increase product awareness, drive industry best practices, and provide transformational recommendations that improve product adoption and overall business value.

This pivotal role brings strategic vision and tactical expertise to ensure every customer engagement is a success while also actively participating in the global Specialist Community where they collaborate with their peers to share best practices and customer success stories. The Success Specialist plays a critical role within the Customer Success Group (CSG) by partnering with Sales, Tech & Product, and CSG counterparts to help our customers obtain results faster.

RESPONSIBILITIES:

* Engage with Premier customers to accelerate specific business initiatives and improve overall product value and adoption
* Deliver cloud-specific Accelerators (Sales, Service, Marketing, Platform, etc.) to Premier customers
* Accelerator delivery includes facilitating customer meetings, tailoring deliverables, and producing quantifiable business outcomes while delivering time-bound, scoped customer engagements
* Deliver non-Accelerator customer engagements: Onboarding, Business Reviews, CSRs, 1:Many Engagements, Ask an Expert and Circles of Success
* Lead complex engagements and drive best practices with Premier customers
* Facilitate high impact, cloud-specific workshops targeted at all levels of an organization to accelerator a specific business initiative
* Promote operational innovation and excellence that support long-term business goals
* Identify and proactively manage risk areas, scope and customer expectations that could impact successful delivery
* Inspire Customer owners, both tactical and strategic decision-makers, to deploy our recommendations to achieve short-term success and long-term organizational goals
* Mitigate attrition, increase customer adoption and engagement, drive incremental growth, and improve overall business value

PREFERRED QUALIFICATIONS & SKILLS:

* BA/BS degree required. Must be within 1 year of graduation date (Spring 2019 or December 2019 grads)
* Previous relevant internship experience
* Proven ability to manage time and prioritize activities while performing effectively under pressure
* Working knowledge of core business processes (Sales, Marketing, Service, Support)
* Understanding of project management methodologies, business analysis, change management, user adoption, release management, and governance
* Working knowledge of the overall salesforce platform suite and applications
* Proven success leading customer-facing presentations and engagements
* Ability to advise colleagues and participate in internal Account Team collaboration and planning sessions
* Able to handle objections, prioritize customer issues and collaborate with manager and colleagues to effectively drive resolution
* Salesforce Certifications: Administrator, Advanced Administrator, Sales Cloud, Service Cloud Consultant, & Platform App Builder

LEADERSHIP QUALITIES:

* COMPOSURE: Strong customer-facing communication and interpersonal skills with the ability to support complex engagements
* EXPERTISE: Working knowledge of industry best practices and implementation experience of the salesforce product suite
* CREDIBILITY: Able to interact with various levels of an organization both technical and non-technical to discuss comprehensive solutions
* WILLINGNESS: Able to analyze customer issues and craft a recommended plan of action
* LEARNER: Has a passion for continued education in new technologies and complex business and technical concepts
* IMPLEMENT: Able to apply CSG concepts and practices while collaborating with others to help drive customer success
* PASSION: Passionate about Customer Success and is a great listener
* URGENCY: Ability to move fast and drive business value and results
* OHANA: Embodies Aloha culture and a team player 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

Our Futureforce University Recruiting program is dedicated to attracting, retaining and cultivating talent. Our interns and new graduates work on real projects that affect how our business runs, giving them the opportunity to make a tangible impact on the future of our company.

With offices all over the world, our recruits have the chance to collaborate and connect with fellow employees on a global scale. We offer job shadowing, mentorship programs, talent development courses, and much more.

Posting Statement

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. 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. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

About Salesforce.com

Salesforce.com, inc. is a provider of software on demand. The Company provides customer relationship management (CRM) service to businesses of all sizes and industries worldwide. The Company also provides a technology platform for customers and developers to build and run business applications. Approximately 55,400 customers worldwide use salesforce.com to manage their customer, sales and operational data. The Company designed and developed its offering to be an easy-to-use and intuitive solution that can be deployed rapidly, can be customized easily and can be integrated with other software applications. The Company deliver its service through a standard Web browser. Customers who use its enterprise cloud computing CRM service and platform are able to avoid many of the expenses and complexities of traditional enterprise software development and implementations. (Source: 10-K)

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