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Salesforce.com, Inc Senior Principal Portfolio success manager in New Delhi, India

Job CategoryCustomer Success Group

Job Details

Portfolio Success ManagerThe 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.

  • 12+ years of relevant work experience

  • 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

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 opportunitie

  • 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:

  • 15+ year of work experience

  • 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

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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