Salesforce.com, Inc Senior Success Specialist, Nonprofit in San Francisco, California

Everyone who wants to change the world should have the tools and technology to do so. 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 and educators 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 Success Specialist plays a critical role within the Customer Success Group (CSG), serving as a strategic advisor and technical expert with hands-on salesforce product expertise to support a wide range of Salesforce.org’s customers. The Success Specialist engages with Salesforce.org customers leveraging Salesforce and works with those customers through delivery of targeted engagements designed to increase product awareness, drive industry best practices, and provide transformational recommendations that improve product adoption and overall business value.

This pivotal role brings strategic vision and tactical expertise to ensure every customer engagement is a success while also actively participating in the global Specialist Community where they collaborate with their peers to share best practices and customer success stories. The Success Specialist plays a critical role within the Customer Success Group (CSG) by partnering with Sales, Marketing, and CSG counterparts to help our customers obtain results faster.

RESPONSIBILITIES:

  • Engage with Basic and Premier nonprofit Salesforce customers to accelerate specific business initiatives and improve overall product value and adoption

  • Drive messaging and success of the Connected Nonprofit for our scale customers through product and feature adoption

  • Deliver virtual NGO Accelerators to Salesforce.org Premier customers

  • Deliver non-Accelerator customer virtual and live engagements: Onboarding, Business Reviews, CSRs, Power of Us Roundtables and Success Clinics

  • Engagement delivery includes facilitating customer meetings, tailoring deliverables, and producing quantifiable business outcomes while delivering time-bound, scoped customer engagements

  • Lead complex engagements and drive best practices with our customers

  • Drive adoption and CSAT with at-risk customers

  • Promote operational innovation and excellence that support long-term business goals

  • Identify and proactively manage risk areas, scope and customer expectations that could impact successful delivery

  • Inspire Customer owners, both tactical and strategic decision-makers, to deploy our recommendations to achieve short-term success and long-term organizational goals

  • Mitigate attrition, increase customer adoption and engagement, drive incremental growth, and improve overall business value

PREFERRED QUALIFICATIONS & SKILLS:

  • BA/BS degree preferred

  • Minimum 6 years relevant work experience

  • Minimum 2 years administering or using Salesforce products for a nonprofit (ex. NPSP)

  • Experience working with nonprofit organizations

  • Proven ability to manage time and prioritize activities while performing effectively under pressure

  • Working knowledge of the overall Salesforce platform suite and applications

  • Proven success leading customer-facing presentations and engagements

  • Ability to advise colleagues and participate as a willing team player in collaboration and planning sessions

  • Able to handle objections, prioritize customer issues and collaborate with manager and colleagues to effectively drive resolution

  • Salesforce Certifications

  • Administrator

  • Advanced Administrator

  • Sales Cloud Consultant

  • Service Cloud Consultant

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.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

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!