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Customer Success Senior Director
Salesforce
Washington, d.c, DC, United States
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Salesforce will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
Customer Success Senior Director, AMER
Salesforce.org is a nonprofit social enterprise with a mission to empower its community of stakeholders to accelerate impact in a whole new way! Salesforce.org impacts thousands of organizations and the millions of people they serve by delivering the world's best nonprofit and educational technology solutions at affordable rates. It also inspires employee giving by matching their donations and driving volunteer engagement in the community. And it leverages a unique self-sustaining model to generously re-invest the revenue generated back into the community through strategic grants focused on education and workforce development.
We're looking for exceptional candidates to join the Customer Success Group within Salesforce.org. If you possess intellectual curiosity, great problem solving skills and an unwavering belief that the right technology can solve any problem including world hunger (no really, we mean it!) then you are the ideal candidate for the job.
The Customer Success Senior Director is responsible for the success of ensuring the success of a large portfolio of Salesforce.org's customers in AMER. This individual will manage a regional team of customer success resources across success management, product specialists, architects and our Customer Philanthropy team. As Senior Director, you will be responsible for building on our a trusted advisor relationship with our customers, leveraging both .org and .com success resources to ensure our customers are successfully delivering social impact with Salesforce technology.
Responsibilities:
• Lead the AMER Customer Success team Coach customers to ensure customers they are leveraging all available Salesforce Success Services resources such as Success Managers, Success Specialists, Help & Training, Communities, User Groups, webinars etc.
• Work closely with the Sales teams to develop success strategies and customer growth plans.
• Develop and nurture long-term relationships with executive stakeholders in AMER your account portfolio, where appropriate, by networking between customers, partners, and Salesforce.org.
• Contribute thought leadership and best practice, both internally and externally, around governance and business transformation.
• Create evangelists by listening to customers closely and delighting them with our user experience and service. Collect feedback to provide our Development organization with product enhancement information.
• Ensure customer issues are resolved quickly, leveraging resources from across Salesforce as needed.
• Manage operational components for renewals, customer satisfaction, premier support engagement, partner engagements and customer adoption metrics.
• Provide executive project oversight and client communication.
• Hire world class talent and manage performance to ensure career growth opportunities
• The success metrics in this role will include ensuring customer renewals, lowering attrition rates and increasing customer adoption.
This role will be office based with emphasis on in person collaboration with sales teams and customers and will require 30% customer facing travel.
Experience/Skills Required:
• Bachelor's Degree with MS or MBA preferred
• Minimum 10 years relevant work experience
• Demonstrated success in building a Services, Customer Engagement or Partner Engagement function for a product company
• Ability to quickly grasp and distinctly explain technological and business concepts
• Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy.
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue
• Ability to prioritize, multi-task and perform effectively under pressure
• Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation
• Knowledge of Salesforce product and platform features, capabilities and best use
• Experience in nonprofit or higher education enterprise architecturesectors
• The following Salesforce.com certifications are will need to be obtained within 90 days of hire:
○ Salesforce.com Certified Administrator
○ Salesforce.com Certified Advanced Administrator
○ Salesforce.com Certified Sales Cloud Consultant
○ Salesforce.com Certified Service Cloud Consultant