Principal Success Manager, Manufacturing

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Job CategoryCustomer Success GroupJob Details

The Success Manager will act as a Trusted Advisor to our large customers, ultimately responsible for ensuring their success. You will align at the stakeholder level, building and maintaining strong relationships. In this role, you will be responsible for helping customers achieve business value and ROI from their investment with Salesforce. The end result is increased value, retention, customer satisfaction and ultimately expansion of the Salesforce footprint.

Responsibilities

• Ensure that customers derive maximum value from their investment in Salesforce, utilize all of their licenses, identify new opportunities, and collaborate with other Salesforce stakeholder teams to ensure adoption and a successful renewal
• Build and nurture relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper
• Working collaboratively with the account team and Salesforce Execs, effectively network within accounts in order to help customers achieve their objectives
• Monitor customer usage data, health indicators, renewal dates and growth opportunities and translate into strategies for success
• Evangelize the capabilities of Salesforce across all of our Clouds
• Develop an understanding of typical business challenges faced by customers and common objectives to appropriately map Salesforce.com features and associated business benefits to address their needs.
• Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed
• When appropriate, recommend additional Salesforce Cloud Services needed to drive success
  

Preferred Qualifications & Skills

• 8+ year of work experience
• BA/BS or equivalent
• Navigate customer organizational structures to identify and build relationships with executives and stakeholders
• Ability to prioritize, multitask, and perform effectively in a highly dynamic work environment
• Effective at leading and facilitating executive meetings and workshops
• Proficient at being prescriptive and driving action oriented meetings
• Strong knowledge of business processes (Sales, Marketing, Service, Support)
• Working knowledge of Salesforce product and platform features, capabilities, and best use
• Strong communication and interpersonal skills, with the ability to navigate conflict and foster honest dialog
• Ability to quickly grasp and distinctly explain technological and business concepts
  

Leadership Qualities

• PASSION: Passionate about Customer Success
• BEGINNERS MIND: Always learning, approaches each interaction with open mind, great listener and hands-on
• 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

Accommodations

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