salesforce.comCustomer Success Executive
San Francisco Bay Area, US - Computer Software, Information Technology and Services, Internet
Customer Success ExecutiveSalesforce.com is the global leader in customer relationship management (CRM) software. We pioneered the shift to cloud computing, and today we're delivering the next generation of social, mobile and cloud technologies that help companies revolutionize the way they sell, service, market and innovate-and become customer companies. 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. Our "more human, less corporate" culture is built around doing work that matters, winning as a team and celebrating success Aloha-style. Ready to find your #dreamjob?
The mission of Salesforce Services is to accelerate our customer's success through business transformation. Our most strategic customers call us "think partners" because we help them become more agile and differentiated in the marketplace. We leverage CRM, collaboration, mobile and platform technologies to connect employees, customers and business partners together. We push the boundaries of technology and "make the market" by creating proof points for new products and capabilities.
Within Salesforce Services, Customer Success Executives (CSE) help transform our most strategic customers by helping Business & IT understand what is possible and desirable, and how to get there, using all the power of our solutions to enhance and realize their strategy.
CSEs are customer-directed specialists solely focused on driving customer success through large scale programs, change management, innovation, roadmap, usage, adoption and value. CSEs are dedicated to one customer at a time.
This is a great opportunity to join the leader in cloud computing in one of salesforce.com's fastest growing businesses.
Responsibilities• Matrix-lead one of Salesforce's most strategic customers as part of a blended team with other Salesforce resources (Account Executives, Customer Success, Services, Industry) and 3rd party system integrators.
• Co-create a personalized plan that aligns corporate goals, what is possible, key business measures / KPIs, and a practical implementation path.
• Improve the certainty of delivering large scale change by aligning sponsor goals, key customer and Salesforce stakeholders, and delivery resources into a program with consistent and transparent processes.
• Improve the certainty of absorbing large scale transformational change by building communications, education, and continuous feedback loops that engage everyone from end users to senior leaders.
• Enable delivery with speed, agility and stability by implementing a decision making framework that balances regional and global attributes, frequency of change, quality of data and risk mitigation.
• Accelerate productivity and buy-in through a series of activities that help end-users uncover and articulate barriers, and co-design potential solutions to their needs.
• Identify "moments of truth" by visualizing the information stored within Salesforce.com and other systems via our full suite of analytics capabilities.
• Maximize speed to market by clearly understanding Salesforce.com's product roadmap, industry reference architectures, AppExchange offerings and agile development.
• Personalize best practices to customers including, but not limited to, roadmap, agile development, change management, enterprise collaboration, operational support, and alignment to business strategy. Increase user productivity, reduce TCO and accelerate Salesforce investment payback, by formulating a plan to reduce the number of disparate applications end users access to do their jobs.
• Accelerate delivery and reduce project costs by executing a strategy to identify, recruit, on-board, train and retain top talent skilled in Salesforce.
• Improve adoption and value by working with senior executives to understand the vital information they need to do their jobs, and the tasks that can be easily simplified via Salesforce's declarative solutions.
• Provide timely account or issue executive summary status reporting both to customers and management.
• Advocate customers' product feature priorities internally within salesforce.com.
• Contribute internally to the salesforce.com team, share knowledge and best practices with team members, contribute to internal projects and initiatives, and serve as a Subject Matter Expert (SME) for specific domain or process area.
Required SkillsWhile no college degree required, most successful candidates have extensive experience in in Big-4 consulting, within industry as CIOs/SVPs/Directors and/or have earned MBAs.
Travel regularly (average of 50%), but may be higher or lower based upon client assignment.
InnovationInquisitive mind, endless curiosity and passion for learning about customers, industries and new approaches to doing things:
• How end users perform their jobs
• Industry challenges and solutions
• The full suite of Salesforce's continuously evolving clouds
• AppExchange / 3rd party niche solutions to meet customer needs
• Innovations and best practices for delivering cloud solutions
• Ability to translate vision and business issues into actionable roadmap and solutions
Leadership• Strong self-starter with the ability to build a network within Salesforce.com and your assigned customer
• Effectively build, develop, and manage relationships with internal and customer senior executives, setting expectations on their role as stakeholders vested in success.
• Matrix leadership: Motivate, inspire, and coordinate a blended team of Salesforce, customer, ISV and system integrators to solve customer challenges.
• Ability to manage customer escalations (internally and externally) and negotiate resolution
• Thrive in the unknown: creatively solve problems with limited input and resources in a fast-paced, high-pressure environment.
• Flawlessly execute consulting management activities, with high attention to detail, organization and process.
• Genuine passion, interest, willingness and ability to adjust to continuously changing priorities and needs
• Capability as credible and effective C-level advisor/coach, especially with regards to change management (cultural, business and technical)
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
• Proven effectiveness at leading and facilitating meetings and workshops
Technology Delivery• Proven experience establishing and running large-scale program management offices
• Familiarity with implementing and supporting enterprise solutions (CRM, ERP, etc.)
• Excellent understanding of software delivery processes and methodologies (i.e. waterfall, agile, hybrid)
• Collaborate with customers and system integrators to map out current state user workflows and functional architectures, evangelize the benefits of cloud-based technologies, and personalize the future state end user workflow.
• Deep Salesforce product knowledge and/or demonstrates the ability to quickly learn
• Knowledge of process automation, user experience and workflow is a plus.
• Consultative approach, including the ability to translate customer needs into user stories and prototypes.
Influence
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of a customer's technology organization: COO/CIO to business manager to administrator
• Excellent situational awareness - must be comfortable in dynamic customer environments and enthusiastically present our company.
• Highly developed soft skills, such as listening, empathy, and the ability to adjust communication style based on the audience.
• Strong teamwork and facilitation skills with the ability to:
• Balance conversations within groups
• Offer suggestions and improvements to process and work effectively with all personalities.
• Drive towards building consensus
• Genuine interest and passion for learning, educating and mentoring.
Salesforce.com will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
No salary provided
Posted December 31, 2014 at 12:54AM from LinkedIn https://www.linkedin.com/jobs?viewJob=&jobId=25819238&trk=api*a130653*s139051*
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