Salesforce.com, Inc Signature Success Primary Engineer in Paris, France
Job CategoryCustomer Success Group
The Signature Success team provides the highest level of support and expertise to some of our largest and most strategic accounts, globally. This responsibility includes developing a strong partnership across Worldwide Support, R&D, and our Support Operations team. As a designated Primary Engineer in Signature Success Team, you would be responsible for onboarding, implementing and managing the delivery of Signature Success to your customers. This includes seamless onboarding, performing weekly business reviews, understanding customer roadmap, enabling technical engineers internally to solve customer issues, building effective customer relationships and being deeply vested in your customers’ success. Key Responsibilities:As Signature Success Primary Engineer:
You own ultimate responsibility for your customer’s daily operations and end-to-end customer experience.
Accountable for customer satisfaction for which you go above and beyond that includes but not limited to managing expectations, following-through on issues that matter to customer using all possible channels to engage customer, strategically plan their roadmap and layout Signature Success support requirements/plan.
Manage highly visible, global and strategic enterprise accounts and ensure the highest levels of customer satisfaction with Signature Success Support. You are the sole representative of customer requirements and their expectations from Signature Success.
Quarterback critical issues of high impact to customer, managing customer communications, coordinating with internal Salesforce teams to orchestrate the right support and be the voice of customer internally.
Oversee and manage the resolution of technical issues, ensuring prompt and complete resolution to technical challenges and business issues. Capable of managing expectations with cross-functional teams with the common goal of customer success and willing to do hands-on where applicable to help accelerate the investigation process. Review the progress or lack thereof periodically with the customer.
You promote maximum value from the customer's investment in Salesforce Signature. In partnership with the account team, you will prepare, and deliver quarterly business reviews with strategic customer stakeholders for your assigned accounts complete with KPIs and 90-day plans.
Serve as a Trusted Advisor, drive conversations with our customer's Business Stakeholders armed with best practices for enterprise architecture functions such as Security, Performance, Development Process, Release Management and Application Governance.
Understand and document how the customer uses our technology and to ensure the larger Signature Success Technical team understand & has the appropriate level of customer knowledge to increase familiarity while resolving cases.
Provide proactive support, including but not limited to; preparing/presenting trending graphs/reports, leverage the Signature Success Technical team for deeper analysis, engage with customer's account team to understand their technology road map and provide recommendations and best practices to minimise potential service disruptions.
Advocate Signature Success customer's priorities internally within Salesforce. Liaise and work closely with the Salesforce R&D and Infrastructure teams on escalated technical issues and product roadmap changes/new features.
Participation in Signature Success project work, including but not limited to; envisioning and sourcing new monitoring and/or reporting tools, creating or improving existing processes/procedures, as well as developing/providing additional "white glove" support practices associated to incident prediction and prevention capabilities.
Be part of building Signature Success Ohana, inspiring the rest of the team to work cohesively with customer success as common goal.
Serve as a Subject Matter Expert (SME) exhibiting the highest level of expertise in providing Salesforce Support. The SME may be asked to review, improve, and approve technical work; to guide others; and to mentor or teach.
Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community. Share best practices with team members to enhance the quality and efficiency of customer support.
Ability to orchestrate all salesforce teams efforts and ensure we are single point of contact for all post sales support activities.
Bachelor's degree in computer science or equivalent experience
Prior experience in Technical Support/Services related role &/or in technical account management.
Executive-level communication and interpersonal skills, with the ability to effectively foster Customer Ohana.
Display high level of Customer empathy
Demonstrated analysis, problem solving and skills troubleshooting expertise
Ability to prioritise, multitask, and perform effectively under pressure.
Comfortable interacting with all levels of customer and Salesforce management
Develop strong relationships with appropriate key decision makers
Familiarity of Cloud technologies and business
Both English and French is required
Salesforce Certifications preferred (Salesforce Admin, Service & Sales Consultant)
Prior experience with Salesforce CRM and its technologies
Data Analytics domain knowledge
ITIL and/or PMP certification
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.
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