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Salesforce.com, Inc Success Specialist, DMP in San Francisco, California

Job CategoryCustomer 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 the company’s largest, most complex premier customers. The Success Specialist primarily engages with Salesforce Marketing Cloud customers leveraging the DMP 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 Premier Salesforce DMP customers to accelerate their specific use cases and improve overall product value and adoption

  • Drive messaging and success for our DMP customers without professional services through product and feature adoption

  • Adapt and deliver DMP-specific Accelerators to Premier customers

  • Deliver non-Accelerator customer virtual and live engagements: Onboarding, Business Reviews, CSRs, Circles of Success 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 to troubleshoot, address and resolve technical issues and overall client dissatisfaction

  • Drive Best Practices with clients through an informed, value-add perspective by having earned a trusted advisor role to both the client line management and executives; distill Best Practices from specific relationships for refinement and re-use by Salesforce DMP

  • Drive Salesforce DMP platform adoption and use and in-turn drive incremental revenue through increased use

  • Drive adoption and CSAT with at-risk customers

  • Facilitate high impact, DMP workshops targeted at all levels of an organization to accelerate a specific business initiative

  • 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

  • Optimize internal process for escalations and cross-team collaboration

  • Gather product and service feedback for use by other team members and guide new product and/or feature rollouts

PREFERRED QUALIFICATIONS & SKILLS:

  • BA/BS degree preferred

  • Minimum 4 years relevant work experience

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

  • Understanding of project management methodologies, business analysis, change management, user adoption, release management, and governance

  • Working knowledge of the overall Salesforce platform suite and applications

  • In-depth knowledge of Data Management Platforms, audience segmentation and corresponding audience activation use cases

  • Knowledge of the Adtech and Martech ecosystem

  • Proven success leading customer-facing presentations and engagements

  • Ability to advise colleagues and participate in internal Account Team collaboration and planning sessions

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

LEADERSHIP QUALITIES:

  • COMPOSURE: Strong customer-facing communication and interpersonal skills with the ability to support complex engagements

  • EXPERTISE: Working knowledge of industry best practices and implementation experience of the salesforce product suite

  • CREDIBILITY: Able to interact with various levels of an organization both technical and non-technical to discuss comprehensive solutions

  • WILLINGNESS: Able to analyze customer issues and craft a recommended plan of action

  • LEARNER: Has a passion for continued education in new technologies and complex business and technical concepts

  • IMPLEMENT: Able to apply CSG concepts and practices while collaborating with others to help drive customer success

  • PASSION: Passionate about Customer Success and is a great listener

  • URGENCY: Ability to move fast and drive business value and results

  • OHANA: Embodies Aloha culture and a team player that everyone enjoys working with and has a generous heart

  • TRUST: Ability to earn the trust of the customer and lives the company’s core values

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!

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