Salesforce.com, Inc Principal Success Manager - ClickSoftware in Boston, Massachusetts
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Customer Success Group
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.
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 15% target bonus, restricted stock units, and benefits.
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