Description
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 Customer Success. 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 and 1:Many
- Become an expert in Sales Cloud and related products
- Action Best Practice Insight
- Product Education
- Technical Advice
- Adoption Guidance
- Accelerate Feature / Cloud Adoption
- Help customers consistently achieve their business outcomes
- Generate positive feedback from customers, internal teams and leadership
- Show continued professional growth and development
- Act as a Subject Matter Expert within the Sales Cloud team and provide guidance and enablement to other Success Guides
- Partner with Sales Cloud Guide Leadership team to present ways to train and develop the skills of your teammates
Required Qualifications & Skills
- 5+ yrs relevant experience
- Undergraduate degree minimum
- Trailhead Ranger and Salesforce Administrator Certified, and Sales Cloud Consultant 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
- Salesforce Advanced Administrator Certified, and Platform App Builder Certified are considered an Asset
- Familiarity with the Salesforce Platform, Security experience a plus
- Salesforce admin experience
In addition to having the Salesforce Administrator Certification, Success Guides will be expected to obtain Salesforce Advanced Administrator and Platform App Builder within the first 90 days of hire.