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Salesforce.com, Inc Success Manager - Retail Commercial Unit in Chicago, Illinois

Job CategoryCustomer Success Group

Job DetailsSuccess Manager - Retail Commercial Unit

The Success Manager will act as a Trusted Advisor to our retail commercial unit 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

  • 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

  • Ability to travel up to 40%

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.

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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.

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!

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