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.