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Salesforce.com, Inc Senior Customer Success Manager (Marketing Cloud) in Hong Kong, Hong Kong

Job CategoryCustomer Success Group

Job Details

The Success Manager leverages deep business and industry knowledge to partner with customers to help them accelerate business value and ROI from their investment with Salesforce. You will align at the C-level, building and maintaining strong relationships to help customers progress on their transformation journey. In this role, you will be responsible for helping customers achieve business value faster and progress on their journey towards becoming a Customer Company. This means helping them leverage Salesforce to transform their business, engage with their own customers in whole new ways. The end result is increased value, retention, customer satisfaction and ultimately expansion of the salesforce' s footprint.

Responsibilities:

  • Leverage our Customer Success Methodology and partner with customer executives to understand their objectives, assess their capabilities and prescribe recommendations to help them accelerate achievement of their business objectives and build a transformational vision

  • Focus on customer intimacy – deliver business impact and innovation to a customer’s business by truly understanding our customers’ key business issues and opportunities

  • Build and nurture C-level 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 from the C-Level down, in order to help customers achieve their objectives

  • Evangelize the capabilities of Salesforce across all of our Clouds

  • Develop a comprehensive 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

  • Serve as a customer advocate in driving industry best practices and the evolution of Salesforce.com product and platform functionality, courses and administrative services integral to the customer's success

Preferred Qualifications & Skills:

  • BA/BS or equivalent, MBA preferred

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

  • Navigate customer organizational structures to identify and build relationships with executives and stakeholders who define the company's strategic objectives

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

  • Credible and effective C-level advisor and coach, especially around change management (cultural, technical or business)

  • In-depth knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation

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

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

Leadership Qualities:

  • PASSION: Passionate about Customer Success

  • THOUGHT LEADER: Strong point of view and executive presence. Confident, but not arrogant, great storyteller

  • 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.

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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