Senior Success Guide
United Kingdom - London
2d ago

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Job CategoryCustomer Success Group Job Details Job Description Our #GoodIntention is that you feel supported to be your true self in our team, bringing your way of inspiring customers into everything you do, learning and growing together to help us help even more people love what they do too! As a Customer Success Guide you are passionate about helping customers adopt Salesforce products and realize their full potential and business value.

You will engage with Salesforce customers across multiple industry segments, delivering success programs and offering expert guidance.

You will partner with other Salesforce teams, Portfolio Leaders, Success Managers and Sales to understand the accounts and how best to help your customers.

Success Guides play a crucial role in providing the right recommendations at the right time in the customer lifecycle, enabling customers to achieve real business value.

The ideal Success Guide is organised, agile, emotionally intelligent and passionate about Customer Success. You really enjoy presenting and engaging an audience virtually.

You are naturally curious about technology with a flair for understanding customers’ pain points and business challenges.

Using your expert knowledge and communication skills you deliver value based outcomes for our customers. Your best day at work is when you have really helped someone now love Salesforce as much as you do! We are recruiting Success Guides in the following areas : Commerce Cloud Location : Dublin / London Language requirements : Fluent German OR French AND English As a Commerce Cloud Success Guide, you will share your passion for E-Commerce and best practices to help customers adopt Commerce Cloud solution and grow the value to their online business.

Ideally you will already be a Commerce Cloud expert having used it already, or have a working knowledge of it. If not Commerce Cloud, then other E-Commerce platform knowledge is desirable to relate to an audience of E-Commerce managers, merchandisers and online marketeers.

Responsibilities Help mitigate attrition, increase customer adoption and engagement, and improve overall business value.

Deliver virtual expert engagements to educate and empower our customers to achieve business value through the Salesforce Platform.

Share your product and industry expertise and best practices to help customers. Explain and deliver the value of our products in association with the core Salesforce suite and how this value drives customer decisions.

Offer tailored advice and insights to customers to help them maximize ROI and make them aware of the added value of other Salesforce products.

Share customer stories and use cases, showcasing the value and impact of Success Engagements. Uncover customer challenges, identify risks to adoption and provide a tailored plan of action.

Actively participate in the Global Success Hub community to provide customer feedback and influence program innovation. Partner closely with internal cross-functional team members to help understand the account and research solutions to solve customers business needs and challenges.

Engage in open dialogue with customers regarding ways to improve and expand user engagement, and to solicit feedback in order to improve our product and service offerings.

Continue to evolve technology and domain expertise through certifications and continuous learning. In time, become a mentor to share knowledge and train others.

Required Qualifications & Skills Advanced language skills in required language specified above. Relevant 3rd level degree or equivalent qualification.

2 to 3 years of relevant work experience helping customers to achieve business value through technology. Able to work independently as a self-starter, manage time and prioritise activities while performing effectively under pressure.

Proven ability to deliver success leading customer-facing presentations and engagements with strong communication and presentation skills.

Able to apply customer success concepts, practices and procedures to help drive customer success. Desired Qualifications & Skills Additional languages at professional business level.

Hands on experience with a CRM platform suite and associated applications (Salesforce preferred). A good understanding of project management methodologies, business analysis, change management, user adoption, release management, and governance.

Leadership Qualities COMPOSURE : Strong customer-facing communication and interpersonal skills with the ability to support complex engagements EXPERTISE : Working knowledge of industry best practices and implementation experience of the salesforce product suite LEARNER : Has a passion for continued education in new technologies and complex business and technical concepts PASSION : Passionate about Customer Success and is a great listener OHANA : Embodies Aloha culture and a team player that everyone enjoys working with and has a generous heart TRUST : Ability to earn the trust of the customer and lives the company’s core values Benefits & perks : We have a public-facing website https : / / www. / en that explains our various benefits, including wellbeing reimbursement, generous parental leave, adoption assistance, fertility benefits, and more.

Visit for the full breakdown! About Salesforce Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way.

The company was founded on three disruptive ideas : a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model.

These founding principles have taken our company to great heights, including being named one of Forbes’s World’s Most Innovative Company five years in a row and one of Fortune’s 100 Best Companies to Work For eight years in a row.

We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce.

Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.

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