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Customer Success Group
Customer Success Group
The ideal Success Director will possess both a Cloud specialization and industry skills that enables them to speak the customer language.
Leverage our Customer Success Methodology and partner with customers stakeholders to understand their goals , assess their capabilities and provide recommendations to help them accelerate achievement of their business and technology objectives
Develop an understanding and knowledge of customer’s Salesforce implementation and evangelize the capabilities of Salesforce across all of our Clouds
Guide a customer on org strategy, governance and change management best practices based on customer needs
Can demonstrate hands-on Salesforce product knowledge by applying platform features and functions to customer business priorities and roadmap
Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan
Produce and execute a comprehensive adoption path showing the current state, target future state with timeline, and an underlying enablement Plan.
Deliver business value and innovation to a customer’s business by understanding our customers’ key business challenges and potential for growth
Build and foster executive-level relationships with the customer’s IT and business executive leadership, sponsors and decision makers to solidify our partnership and commitment to the customer business and IT sponsors & stakeholders
Working collaboratively with the account team and Salesforce Execs, effectively network within accounts from the Executive-Level down, in order to help customers achieve their objectives
When appropriate, recommend additional Salesforce services and advisory experts needed to drive success
Proactively communicates technical product changes, degradations, outages, end of life and other relevant updates
Preferred Qualifications & Skills:
Experienced professional with 8+ years relevant industry (Public Sector) expertise
In-depth knowledge in one or more line of businesses (LoB) - a specific cloud or industry
Qualification for this job is contingent upon acceptable results from a background investigation as well as your obtaining and maintaining the specific level U.S. government security clearance required for this role
Sole U.S. citizenship (U.S. born or naturalized; no dual citizenship) required.
Strong consulting skills and proven results working as a Trusted Advisor to drive business value for customers
Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and adept at handling objections
Strong knowledge of Salesforce product and platform features, capabilities, and best use is highly desired
Able to articulate the importance and value of Governance to Business and IT executives
Good understanding of enterprise architecture principles strongly preferred
Ability to quickly grasp and distinctly explain technological and business concepts
PASSION: Passionate about Customer Success
THOUGHT LEADER: Strong point of view and executive presence. Confident, but not arrogant, great storyteller
URGENCY: Ability to move fast and drive business value and results
OHANA: Embodies Aloha culture: A team player that everyone enjoys working with and has a generous heart
TRUST: Trust the company’s core values
ADAPTABLE: Excels in high levels of uncertainty and change
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This candidate must be a U.S. citizen (U.S. born or naturalized) who does not hold dual citizenship and agrees to complete a U.S. federal government Minimum Background Investigation (MBI) for a Moderate Public Trust position.