Success Guide

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About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

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 Expert Coaching Sessions and Ad-Hoc Success Engagements

• Become an expert in Nonprofit Cloud and related products

• Help customers consistently achieve their business outcomes

• Generate positive feedback from customers, internal teams and leadership

• Show continued professional growth and development

Required Qualifications & Skills

• 1+ yrs experience with the Success Guide role

• Knowledge of one or more Industry Clouds

• Trailhead Ranger and Salesforce Administrator Certified. Any of Salesforce Advanced Administrator, Platform App Builder, Sales Cloud, or Service Cloud certifications are a strong plus

• 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

• Trailhead Double Star Ranger or above

• Additional Salesforce certifications

• Expertise in Industry Cloud products

In addition to having the Salesforce Administrator Certification, Success Guides will be expected to obtain Salesforce Advanced Administrator, Platform App Builder and associated Cloud Consultant Certification within the first 90 days of hire.

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