Description
Company and Organization: Salesforce Customer Success Group (CSG)
The Salesforce Customer Success Group (CSG) is the critical engine that drives customer digital transformation and actualizes the true value of Salesforce solutions. We are responsible for breathing life into the licenses sold, directly ensuring our customers achieve their business objectives, enhance operational efficiency, and achieve ultimate success. The Success Guide serves as a strategic partner throughout the customer journey, embodying Salesforce's core values of Trust, Customer Success, Innovation, and Equality in the field.
1. Role Overview
The Success Guide is a key expert who leads the successful customer journey across Salesforce solution adoption and utilization. This role strategically manages the Success Plans program, building enduring relationships, driving high solution Adoption Rates, and ensuring customers realize the maximum Return on Investment (ROI) from Salesforce. You will deeply understand customer needs and accelerate their growth by providing customized training and up-to-date product knowledge.
2. Key Responsibilities
- Success Plans Program Management and Strategic Utilization:
- Effectively introduce and manage the programs and services included in Salesforce Success Plans (e.g., Premier/Signature) for assigned customers.
- Strategically utilize the features of the Success Plan, tailored to the customer's current phase and needs, to build and support the execution of the customer's success roadmap.
- Customer Enablement through Training and Content Delivery:
- Lead internal study and deep dives on Salesforce product and feature updates, and transfer the most relevant and current knowledge to customers.
- Directly conduct customized enablement sessions, workshops, and mentoring as part of the Success Plan program to strengthen customer solution utilization capabilities.
- Curate and effectively deliver essential product documentation, guides, and success blueprints tailored to the customer's environment.
- Driving Solution Adoption and Value Realization:
- Regularly analyze customer usage of Salesforce products and develop strategies to increase Adoption.
- Measure the Value (ROI) realized by the customer and report periodically to key stakeholders.
- Proactive Risk Management and Support:
- Proactively identify potential risks to customer success and lead resolution efforts by collaborating with internal technical support and expert teams.
3. Required Qualifications
- Experience: Minimum 5 years of experience in IT Consulting, Customer Success Management (CSM), Technical Account Management (TAM), or similar strategic business partnering roles.
- Training & Knowledge Transfer Skills: Proven instructional/presentation skills to simplify expert knowledge, drive audience engagement, and experience in product documentation study and delivery.
- Technical Understanding: Solid comprehension of the functionality and business value of the Salesforce Platform and key cloud solutions (Sales Cloud, Service Cloud, etc.).
- Communication: Exceptional presentation and negotiation skills with the ability to effectively communicate and influence diverse stakeholders, including C-level executives.
- Language: Fluent Korean and English for professional business communication.
🌟 Why Be Proud to be a Salesforce Success Guide
- You are the Implementer of the Success Roadmap: You strategically leverage Salesforce's Success Plans to guide customers along their optimal path to success and directly facilitate execution.
- You are the Transmitter of Knowledge and Value: You deeply study the latest product knowledge and transform it into customized enablement to maximize customer solution utilization.
- You are a Strategic Partner: You collaborate with C-level decision-makers, offering long-term business strategies, not just technical implementation.
Salesforce is committed to providing an accessible and inclusive experience for all candidates. Your potential is the future of Salesforce. Join us, and unlock limitless possibilities in all areas of your life!