Customer Success Strategist

4 weeks ago

London, Greater London, United Kingdom SalesForce Full time
Unlock Customer Success with Salesforce

The ideal candidate will possess a deep understanding of Salesforce products and platforms, as well as the ability to articulate the importance and value of governance to business and IT executives. They will be responsible for developing and implementing a comprehensive adoption path, guiding customers on organizational strategy, governance, and organizational change standard processes, and delivering business value and innovation to customers' businesses.

Key Responsibilities:
  • Use the Salesforce Customer Success Methodology to understand customer goals, assess capabilities, and provide recommendations to accelerate business and technology objectives
  • Develop an understanding and knowledge of customers' Salesforce implementation and evangelize the capabilities of Salesforce across all clouds
  • Guide customers on organizational strategy, governance, and organizational change standard processes based on customer needs
  • Proactively identify risks to customers achieving their stated business goals and work with the account team to build a risk mitigation plan
  • Produce and implement a comprehensive adoption path showing the current state, target future state with a timeline, and an underlying enablement plan
  • Deliver business value and innovation to customers' businesses by understanding their key business challenges and potential for growth
  • Build and cultivate executive-level relationships with customers' IT and business executive leadership, sponsors, and decision-makers to solidify the partnership and dedication to the customer business and IT sponsors & collaborators
  • Working with the account team and Salesforce Execs, optimally network within accounts from the executive level down, to help customers work towards their goals
  • When appropriate, recommend additional Salesforce services and advisory experts needed to drive success
  • Proactively communicate technical product changes, degradations, outages, end of life, and other relevant updates
Preferred Skills:
  • Solid understanding of Salesforce product and platform features, capabilities, and best use
  • Ability to articulate the importance and value of governance to business and IT executives
  • Good understanding of enterprise architecture principles is strongly preferred
  • Ability to quickly grasp and distinctly explain technological and business concepts
  • Serve as a trusted advisor, with a deep curiosity to understand customers, their motivations, and needs, and how to approach ensuring their success
  • Degree or equivalent experience or equivalent proven experience required. Experience will be evaluated based on the core proficiencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
Required Skills:
  • Experienced professional with 7-10 years of relevant industry expertise
  • In-depth knowledge in one or more lines of business (LoBs) - a specific cloud or industry
  • Strong consulting skills and confirmed results working as a Trusted Advisor to drive business value for customers
  • Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and be adept at handling objections
Benefits & Perks:

Check out our benefits site which explains our various benefits, including well-being reimbursement, generous parental leave, adoption assistance, fertility benefits, and more.

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