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Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Role Description

The Own Account Success team is looking for a driven and detail-oriented leader who will act as a regional lead for the Success Architect team. You will have responsibility for your team's welfare, care, support, enablement, and development and their customers.

As a leader for Own in the Success organization at Salesforce, you will serve the three main areas of responsibility (team, company & customers) balanced and strategic. You will care about the growth and development of the team. You will be able to motivate and lead this high-performing team towards tremendous success and advocate internally for your team and externally to customers and suppliers when required.

You will work closely with the Sales Teams, ensuring that the Success organization is aligned with the sales pipeline, help understand key prospects and adequately position the services. You will also work to refine and develop offerings. We are bringing continuous improvement and innovation to the betterment of our customers.

Your Impact

Lead and develop a dedicated team of Success Architects emphasizing the delivery of our Premier Plus customer experience.

Providing the first point of contact and escalation for your team

Building assets, accelerators, and efficiencies that will increase the performance of the team and accelerate time to value for our customers

Provide pastoral and professional support and care for your team

Work with Sales to provide accurate pipeline and forecasts

Provide input to staffing, hiring, and professional development models

In support of the Renewals and Distribution teams, monitor and identify trends in product adoption and utilization, Success Plan adoption, and utilization guiding part of periodic reviews

Participate in issues and act as an advocate for customers during the triage and resolution of high severity cases, driving business reliability and customer satisfaction

Provide timely accounts or issue executive-level summary status reports both internally and to the customer

Identify and collaborate with internal teams to mitigate renewal risks for both license and success plans subscriptions

Demonstrate our critical values in your day to day activities

Minimum Requirements

Minimum of 5 years of relevant work experience in one or more of the following: Enterprise Architecture, Technology Consulting, Customer Success, Senior Salesforce Admin, Technology Solutions Development, Technical and/or Solutions Architecture.

Enterprise experience, either directly or through consultancy/project engagements

Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive and C-level

Ability to prioritize, multi-task, and perform effectively under pressure

Experience managing/leading small teams, either officially or in an unofficial capacity

Proficient in risk management, with a proactive approach to identifying and addressing potential issues.

The ability to think strategically at all times

Preferred Requirements

Proficient with both declarative and programmatic product features in Salesforce

Proficient with the use of the Salesforce APIs

At least 2 Salesforce product certifications (Salesforce Certified Admin, and 1 data-related cert: Sharing and Visibility, Data Architect, etc.)

Mentoring experience

Life Sciences and/or Financial Services industry experience

Note: This role is office-flexible, and the expectation is to be in office 3 days per week

Accommodations

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

For Washington-based roles, the base salary hiring range for this position is $162,600 to $223,700.

For Illinois based roles, the base salary hiring range for this position is $162,600 to $223,700.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.