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Job Category
Customer Success
Job Details
The role of the Success Guide is crucial in helping customers to grow value and improve adoption of Salesforce. Success Guides provide proactive and reactive architecture, product, and industry expertise to enable customers to successfully adopt products. The Success Guide will engage with customers across all account segments, delivering 1:1 success guidance to Premier and Signature Success customers. With the support of AI and automation, Success Guides provide the right recommendation at the right time, enabling customer value realization at scale. They partner with key collaborators such as Success Managers, Account Executives, and Support to make our customers successful.
The ideal Success Guide is organized, agile, and passionate about Product Education. They have excellent presentation and communication skills in both a 1 on 1 and group setting. They have strong technical skills and are able to use their product knowledge to deliver value to both customers and internal teams.
Responsibilities
Provide prescriptive recommendations, best practices, and technical advice for improving adoption
Deliver 1:1 Expert Coaching Sessions and Ad-Hoc Success Engagements
Become an expert in Sales Cloud and related products
Help customers consistently achieve their business outcomes
Generate positive feedback from customers, internal teams and leadership
Show continued professional growth and development
Required Qualifications & Skills
3+ yrs relevant experience (Sales Cloud experience)
Degree or equivalent relevant experience required. Experience will be evaluated based on the Values & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
Trailhead Ranger and Salesforce Administrator Certified
Proven ability to quickly learn new technologies
Consultative and customer-focused approach and engagement style
Ability to navigate, escalate, and lead efforts on complex customer requests
Demonstrated ability to communicate, present and influence credibly and effectively with a variety of audiences (from developers to C-Suite)
Ability to prioritize, multi-task, collaborate with team members and perform effectively under pressure
Preferred Qualifications & Skills
Trailhead Ranger
Salesforce Advanced Administrator Certified, Platform App Builder Certified, and Sales Cloud are considered an asset
Familiarity with the Salesforce platform
Salesforce admin experience
Fluent in French, German, Italian, Spanish, or Portuguese
In addition to having the Salesforce Administrator Certification, Success Guides will be expected to obtain Salesforce Advanced Administrator, Platform App Builder and Sales Cloud Consultant Certification within the first 90 days of hire.
Expectation for candidate to enable and deliver on advanced topics such as Territory Planning, Maps and Platform related topics.
