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Practice Director, Success Specialists – Service Cloud

Greater Chicago Area, US - Computer Software, Information Technology and Services, Internet



The Practice Director of Service Cloud Success Specialists is responsible for a team of Success Specialists and related global coverage model. Success Specialists serve as strategic advisors within the Customer Success Group (CSG), with a primary focus on enterprise customer engagements involving unique scenarios that require select skill-sets for resolution, as well as Success Accelerator development. Success Accelerators are pre-defined, targeted engagements designed to address specific areas with concrete business goals and cover a range of technologies & solutions. Additionally, the Specialists act as the central collaborative link between the Salesforce product teams and the Salesforce CSG organization, facilitating product-specific CSG success strategies that drive service delivery and the overall success of Salesforce customers. This role will focus on Service Cloud solutions and success services.



In this role, you will build and lead a team of Success Specialists, developing deep relationships within the organization between our Cloud products teams, our Customers for Life organization, our Partner Alliance team and Salesforce University. The Success Specialist team fuels the expertise of all customer-facing roles to maximize the rate of customer success, adoption and retention. This strategic role works to build greater numbers of experts on our internal teams, within our partner ecosystem and in our customer community. You will work closely with various CSG and Product team leaders to ensure the Accelerator development and go-to-market strategies appropriately meet the needs of our Service Cloud customers and CSG service delivery teams.



This is an incredible opportunity to join and guide the continued development of this strategic team of experts that drive growth and expertise across the most innovative company in the world, and help define the vision and usage for the next generation of Cloud solutions.



Responsibilities:

• Contribute to the growth of the Success Services brand by leading a team to identify, develop, and distribute Service Cloud Success Accelerators.


• Establish deep strategic and collaborative relationship across the CSG and Service Cloud product leadership teams.


• Serve as a trusted advisor, leading conversations with our internal stakeholders, product team leaders and customer executives, when appropriate.


• Develop and provide guidance on Success Accelerator development needs and best practices.


• Review and correct program or project direction, approach and key artifacts to keep programs on track and solutions extensible and maintainable going forward.


• Identify and proactively manage risk areas and commit to seeing an issue through to complete resolution.


• Manage internal and customer expectations, negotiating solutions to complex problems with internal teams, customers and third-party partners.

Experience/Skills Required:

• Extensive enterprise consulting experience, including implementation experience with one or more Service Cloud solutions


• Thorough understanding of the fundamentals of the Service Cloud product and how our customers use Service Cloud to manage their businesses.


• Interacts well with both technical and non-technical resources, attaining relevant technical and business information.


• Experience working with large scale, technologically complex accounts that use Salesforce products in innovative ways to maximize utilization.


• Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids.


• A particular desire to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies.


• Strong communication skills, both written and verbal. Able to effectively develop materials that are appropriate for the audience and evangelize best practices.


• Strong presentation skills. Able to effectively present and defend point of view to a variety of audiences.


• Ability to work independently, be a self-starter, prioritize, multi-task and perform effectively under pressure.


• Occasional travel (expected average less than 20%), but may vary based on business requirements.

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!



Salesforce 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 February 03, 2015 at 04:30AM from LinkedIn http://ift.tt/1yzw8cr

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