Salesforce.com, Inc Senior Success Guide- Experience Cloud in Boston, Massachusetts
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Customer Success Group
The role of the Senior Success Guide will be responsible for helping to grow customers’ value and improve adoption at scale. The Senior Success Guide will engage with customers across all account segments, delivering 1: many programs and 1:1 success guidance to Salesforce customers. They will partner with Success Managers, Account Teams, and Sales Success Guides to play a crucial role in providing the right recommendation at the right time, enabling customer value realization at scale.
The ideal Success Guide is organized, agile, and passionate about Customer Success. They have excellent presentation and communication skills in both a 1 on 1 and group settings; exhibiting their business and product knowledge, they deliver value to both Customers and internal teams.
Demonstrate deep knowledge of the Salesforce product portfolio. Effectively deliver 1: Many and 1:1 Salesforce Experience Cloud Expert Coaching Sessions with Customers. Advise enablement areas; provide best practice and adoption recommendations on business specific use-cases
Drive customer success by providing Product Education, Technical Advice, and Adoption Guidance for Salesforce Experience Cloud
Identify the customer's key metrics and areas for value realization (advise Customers best practice for definition and adoption of metrics and KPIs that reflect on business outcomes and measures)
Demonstrate an understanding of the full portfolio of our products and services; able to articulate the value they bring to our Customers. Can communicate our Salesforce product value prop with clarity, brevity, and purpose
Minimum 2 years relevant work in Salesforce (Sales/Service Cloud and/or Digital Platforms) Experience Cloud
Proven success leading customer-facing presentations and engagements
Proven ability to manage time and prioritize activities while performing effectively under pressure
Ability to handle objections, prioritize customer issues, collaborate with manager and colleagues to effectively drive resolution
Understand and articulate the value of relationships between Salesforce Sales Cloud, Service Cloud, Experience Cloud; and how our customers use the platform to manage their business
BA/BS degree desired
Experience in Salesforce Experience Cloud desired
Salesforce Certifications ADM, Advanced ADM, Sales Consultant, Service Consultant, and/or Experience Cloud Consultant desired
Working knowledge of Salesforce Experience Cloud and how it drives business value
Colorado-based roles: Minimum annual salary of $83,700. You may also be offered a bonus, restricted stock units, and benefits. More details about our company benefits can be found at the following link: https://www.getsalesforcebenefits.com/
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