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Salesforce.com, Inc Principal Success Manager - ClickSoftware in Boston, Massachusetts

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success Group

Job Details

The Success Manager leverages deep business, industry and product knowledge to partner with customers and guide them to accelerate business value and return from their investment with Salesforce. In this role, the Success Manager will specialize in service, more specifically, field service to speak the customer language and ensure customer value realization. They are aligned at key stakeholder level, building and fostering strong relationships to help customers progress on their digital journey. Success Managers are working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customers needs. The end result is increased customer satisfaction, retention and expansion of Salesforce's footprint.

The ideal Success Manager will possess both a specialization in field service and industry skills that enables them to speak the customer language. Our ideal candidate will have a breadth and depth of experience across the business in two or more of the following areas: pre and post sales, support, transformation, professional services delivery, customer success or operations of field service organization. This person will have exceptional customer relationship, analytical and upselling skills.

Responsibilities:

  • Leverage our Customer Success methodology and partner with customers’ stakeholders to understand their goals, assess their capabilities and provide recommendations to help them accelerate achievement of their business and technology objectives

  • Guide a customer on strategy, governance and change management best practices based on customer needs

  • Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan

  • Produce and execute a comprehensive adoption path showing the current state, target future state with timeline, and an underlying enablement plan.

  • Demonstrate hands-on field service product knowledge by applying platform features and functions to customer business priorities and roadmap

  • Deliver business value and innovation to a customer’s business by understanding our customers’ key business challenges and potential for growth

  • Build and foster executive-level relationships with the customer’s IT and business executive leadership, sponsors and decision makers to solidify our partnership and commitment to the customer business and IT sponsors & stakeholders

  • Develop an understanding and knowledge of the customer’s field service implementation and evangelize the capabilities of Salesforce across the business

  • Working collaboratively with the account team, support, partners and Salesforce executives to effectively network within accounts from the Executive-Level down, in order to help customers achieve their objectives

  • Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition.

  • When appropriate, recommend additional Salesforce services and advisory experts needed to drive success

  • Proactively communicates technical product changes, degradations, outages, end of life and other relevant updates

Preferred Qualifications & Skills:

  • Experienced success management professional with 6+ years relevant industry expertise

  • In-depth knowledge in field service or a specific industry

  • Strong consulting skills and proven results working as a Trusted Advisor to drive business value for customers

  • Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and adept at handling objections

  • Ability to quickly grasp and distinctly explain technological and business concepts

  • Knowledge of Salesforce product and platform features, capabilities, and best use is highly desired

  • Good understanding of enterprise architecture principles strongly preferred

  • Exceptional verbal and written communication skills

  • Willingness to travel, as the job requires

For Colorado-based roles: Minimum annual salary of $117,700. You may also be entitled to receive a % target bonus, restricted stock units, and benefits.

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Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form (https://careers.mail.salesforce.com/accommodations-request-form) .

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.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. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com (http://salesfore.com/) or Salesforce.org .

Salesforce welcomes all.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

As a federal contractor, Salesforce is required to verify that all US-based employees are fully vaccinated against COVID-19. If you receive an offer and are unable to get vaccinated for religious or medical reasons, you may request a reasonable accommodation.

Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.

Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the “Most Admired Companies in the World” and one of the “100 Best Companies to Work For” eleven years in a row, and named “Innovator of the Decade” and one of the “World’s Most Innovative Companies” eight years in a row by Forbes.

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