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Salesforce.com, Inc Portfolio Success Manager - Salesforce.org in Indianapolis, Indiana

In the future, we see a better world. And the changemakers creating that better world should have the tools and technology to make this happen. Technology is the most powerful equalizer of our time, providing access to data, knowledge, and--above all--connections. Salesforce.org gets our technology in the hands of nonprofits, educational institutions, and philanthropic organizations so they can connect with others and do more good. As a social enterprise, the more missions our technology supports, the more we invest back into technology and communities, creating an endless circle of good. We’re here to help; visit us at Salesforce.org.

Job CategorySalesforce.org - Customer Success Group

Job Details

The Portfolio Success Manager (PSM) bridges the gap between Sales and our Success Teams. PSMs are responsible for providing pre and post-sales strategic guidance and initiatives for a portfolio of customers in a select sales territory. PSMs oversee a Portfolio of customers aligned to a sales territory and are responsible for customers’ adoption and renewal. Align with Sales Management on account planning and provide customer health leadership, handle escalations on at-Risk Accounts, Strategize on 1:Many Customer Success Initiatives, Enable Account Executives on how best to leverage Customer Success Resources and Collaborate with Sales to drive attendance and run in-person Success Events in the respective regions.

Responsibilities:

  • Ensure customers derive maximum value from their investment in Salesforce, utilize their licenses, identify new opportunities, and collaborate with Salesforce stakeholder teams to ensure growth attainment and increased footprint

  • Create Portfolio Account Plans to provide the right level of success resources and provide customer health leadership to all customers in territory.

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

  • Help position Premier Success and Cloud Services products with the support of pre-sales teams - understand and articulate value proposition to customers and prospects

  • Collaborate with sales teams and Salesforce’s Partner Alliances team to ensure proper implementation approach is in place to maximize new customer’s success

  • Plan, Promote and Execute Regional Practitioner and Executive Circles of Success Events based on territory needs focused on key adoption related topics

  • Have daily/weekly cadence for meeting with, and providing CSG updates to, your Sales VPs and their Managers

  • AE Enablement on the CSG Approach - Provide Content to Sales Enablement, host the occasional lunch and learn and/or attend team meetings

  • Manage and collaborate interdepartmentally to resolve at-risk Customer escalations in Region

  • Play a fundamental part in coaching customers to establish and manage their Change Management/Governance/Centre of Excellence programs.

Your Impact: Success will be measured by moving the needle across your portfolio in the following categories. It will also be measured by the breadth and depth of sales and customer relationships; contributions to the role and process improvement; escalation and risk mitigation management; and proven leadership.

  • Customer engagements

  • Portfolio attrition

  • Adoption

Preferred Qualifications & Skills:

  • BA/BS degree

  • 6+ years relevant work experience

  • Executive-level communication

  • Experience facilitating customer meetings and presenting to an executive level audience in a concise, inspirational and convincing manner

  • Deep understanding of customer success principles, approaches and considerations

  • Experience with complex, escalated customer situations, ability to navigate large and small organizations and gain executive level buy-in

  • Knowledge of sales organizations and approaches

  • Measurement: Measures effectiveness of recommendations; proficient at scaling or redirecting strategies and tactics based on results.

Leadership Qualities:

  • Passionate about Customer Success

  • Strategic thinker

  • Proactive, organized, and detail-oriented

  • Excellent communication and Content Development skills

  • Programs or Project Management skills

  • Proven effectiveness at leading and facilitating executive meetings and workshops

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.

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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