Principal Success Manager
9 months ago
Job Category
Customer Success
Job Details
You are a strategic business professional with experience in driving large scale technology based change. With a focus on enhancing return on investment, you will challenge the customer status quo and influence large-scale Salesforce enabled transformation programs with a view to champion a new culture of business and IT collaboration, innovation, agility, increased adoption and continuous improvement.
On a day to day basis, you will lead a team (without them reporting to you directly) of Success Architects, Success Managers and Specialists to host daily stand ups, weekly governance calls while guiding the teams to resolve complex multi cloud situations.
Key Responsibilities
- Develop a deep understanding of assigned customers business and industry to ensure maximum impact of Salesforce products
- Manage accountability of Salesforce with our customers
- Provide digital strategy thought leadership, leveraging Salesforce s multi-cloud platform
- Scope, plan and lead the delivery of engagements that enable the desired customer business outcomes.
- While supporting customer on their outcomes, you are laser focused on direct attribution of their engagement and work products to the outcomes of Adoption, Performance, Engagement.
- Retain and grow the most complex customers, while ensuring that the customer is on the highest level of Success Plan (Signature)
- Acts as a senior member of the team, representing the Customer Success team in Joint Account Planning motions with the sales teams
- Provide recommendations of additional Salesforce capabilities and services
- Through a successful strategic engagement, ensure the natural achievement of financial outcomes for Salesforce:
- Revenue Growth
- Churn/Attrition Prevention
- Securing of Renewals
Foundational Requirements & Skills
- Solid technology consulting experience
- Ability to foster trusted relationships throughout Salesforce including Customer Success, Sales and Product Management
- Demonstrated leadership skills
- Ability to manage highly-matrixed organizations
- In-depth enterprise & industry Knowledge
- Strong analytical background
- Delivery excellence & enterprise agility
- Ability to own complex program management for Salesforces most strategic customers
- Ability to deliver a strong execution plan/roadmap for accelerated transformation
Highly Desirable Skills & Certifications
- Scrum Master
- Scaled Agile Practitioner
- Digital Operating Model/Transformation credentials/experience
- Salesforce certifications and credentials
Language Skills
Due to the rich and diverse nature of our clients in the Asia region, proficiency in the following language skills is extremely desirable:
- Thai
- Vietnamese
Accommodations
Posting Statement
At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.
Salesforce welcomes all.
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