salesforce.com
Customer Success Team Lead
United States, US - Computer Software, Information Technology and Services, Internet
About Salesforce.com
Salesforce.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?
Salesforce.com's worldwide Customers for Life team is a global network of salesforce.com employees and partners. Our sole mission is to ensure customer success. We work with our customers to build relationships, learn about their businesses, and drive value based on our customers self-defined goals. Our motto for our customers is: "Your Success is our Success."
Customer Management Team Lead
Reporting to the Portfolio Lead, the Customers for Life Team Leader (TL) will have responsibility for leading the team that makes every customer in their portfolio successful and committed to salesforce.com for life. The TL will have the ability to marshal all post-sales customer resources to address any customer satisfaction, adoption or renewal issues within their portfolio, resulting in clear accountability, consistent service and one face to the customer. The TL will be responsible for $30-70M in annual renewal revenue.
Resources reporting to this position include Customer Success Managers and Cloud Success Technologists, and the responsibility for in-region knowledge transfer to partners.
This role also carries the lead responsibility for Customer Satisfaction and Success -- critical to the company's short- and long-term success.
Responsibilities:
• Manage and build a strong team for the portfolio with a focus on making every customer as successful as possible resulting in continued loyalty to salesforce.com
• Build a high-performing customer engagement team that addresses the company's entire installed base, including: top accounts, with a high-touch model; cost-effective mid-market accounts coverage and small business accounts, with low-touch model and low cost
• Focus on customer intimacy - deliver business impact and innovation to a customer's business by truly understanding our customers' key business issues and opportunities
• Create evangelists by listening to customers closely and delighting them with our user experience and service. Collect feedback to provide our Development organization with product enhancement information
• Build and nurture C-level relationships across top accounts to solidify our partnership and commitment to the customer while penetrating the account deeper
• Assist in augmenting our service experts with a certified network of service providers
• Ensure any account issues are resolved quickly, leveraging resources from across the company as needed
• Work closely with the Sales organizations to develop and execute growth plans to drive Enterprise License Agreements
• Manage operational components for renewals, customer satisfaction, premier support engagement, partner engagements and customer adoption metrics
• Provide executive project oversight and client communication
• Hire world class talent and manage performance to ensure career growth opportunities
• Embody salesforce.com values and provide exemplary leadership
Measurement
The success metrics in this role will include ensuring customer renewals, lowering attrition rates, increasing customer adoption and P&L metrics around sales bookings and utilization.
Experience/Skills Required:
• A four year degree with MS or MBA optional
• Broad-based business professional with 8+ years of experience leading a Services or Product organization in a product company that delivers software based business solutions related to Sales, Marketing, or Services and Support
• Deep relationships with C-level executives at Fortune 100 companies
• Demonstrated success in building a Services, Customer Engagement or Partner Engagement function in a Fortune 100 company generating over $50M in annual revenue
• Demonstrated success in consistently delivering revenue numbers, producing accurate forecasts, while maintaining a focus on profitability
• Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy
No salary provided
Posted November 26, 2014 at 01:08AM from LinkedIn http://ift.tt/11XJmpl
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