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Salesforce.com, Inc Success Manager, Commercial Industries (FINS & Health/Life Sciences) in Boston, Massachusetts

Job CategoryCustomer Success Group

Job DetailsSuccess Manager

The Success Manager will act as a Trusted Advisor to our large customers, ultimately responsible for ensuring their success. You will align at the stakeholder level, building and maintaining strong relationships. In this role, you will be responsible for helping customers achieve business value and ROI from their investment with Salesforce. The end result is increased value, retention, customer satisfaction and ultimately expansion of the Salesforce footprint.

Responsibilities:

  • Ensure that customers derive maximum value from their investment in Salesforce, utilize all of their licenses, identify new opportunities, and collaborate with other Salesforce stakeholder teams to ensure adoption and a successful renewal

  • Build and nurture relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper

  • Working collaboratively with the account team and Salesforce Execs, effectively network within accounts in order to help customers achieve their objectives

  • Monitor customer usage data, health indicators, renewal dates and growth opportunities and translate into strategies for success

  • Evangelize the capabilities of Salesforce across all of our Clouds

  • Develop an understanding of typical business challenges faced by customers and common objectives to appropriately map Salesforce.com features and associated business benefits to address their needs.

  • Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed

  • When appropriate, recommend additional Salesforce Cloud Services needed to drive success

Preferred Qualifications & Skills:

  • 8+ year of work experience

  • BA/BS or equivalent

  • Industry experience (Financial Services or Health/Life Sciences) highly preferred

  • Navigate customer organizational structures to identify and build relationships with executives and stakeholders

  • Ability to prioritize, multitask, and perform effectively in a highly dynamic work environment

  • Effective at leading and facilitating executive meetings and workshops

  • Proficient at being prescriptive and driving action oriented meetings

  • Strong knowledge of business processes (Sales, Marketing, Service, Support)

  • Working knowledge of Salesforce product and platform features, capabilities, and best use

  • Strong communication and interpersonal skills, with the ability to navigate conflict and foster honest dialog

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

Leadership Qualities:

  • PASSION: Passionate about Customer Success

  • BEGINNERS MIND: Always learning, approaches each interaction with open mind, great listener and hands-on

  • URGENCY: Ability to move fast and drive business value and results

  • OHANA: Embodies Aloha culture: A team player that everyone enjoys working with and has a generous heart

  • TRUST: Trust the company’s core values

  • ADAPTABLE: Excels in high levels of uncertainty and change

About Salesforce:

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes's "World's Most Innovative Company" five years in a row and one of Fortune's "100 Best Companies to Work For" eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.

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.

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.

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.

There are those who choose to work with the best and brightest. And then, there are those who want to do more than just a job. They are the ones improving lives, not only their careers. Having an impact now instead of later. Doing something that’s so much bigger than themselves, an industry, and their company.

We believe everyone can be a Trailblazer. Join Salesforce and discover a future of new opportunities.

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