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Customer Success Manager / Director - Retail sector
Salesforce
Paris, , France
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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.
The Success Manager / Director is responsible for ensuring the success of a portfolio of Salesforce's enterprise customers and brings best practice, innovations and capabilities to customers, aligning these to the customer's business goals, driving greater business value and executive alignment between Salesforce and the customer.
The successful candidate will become a trusted advisor to our largest customers, orchestrating our success services and providing best practice in areas such as Adoption, Business Metrics and Feature Usage. The end result is increased customer satisfaction, retention and expansion of Salesforce's footprint.
Responsibilities:
• Customer engagement including renewal and expansion of the platform, promoting maximum value for the investment in Salesforce, aiming for full adopotion and utilisation of licenses, across a portfolio of customers.
• Contribute thought leadership and best practice, both internally and externally, around business transformation.
• Effectively network within accounts from the C-Level down in order to achieve successful execution of the customer's Blueprint, where appropriate.
• Partner with the customer to establish a transformational Business Roadmap/Blueprint to ensure achievement of business goals.
• Orchestrate Billable Success Services such as Program Architects, Strategic Services and Accelerators as examples.
• Develop and maintain long-term relationships with stakeholders in your account portfolio, where appropriate, by networking between customers, partners, and Salesforce.
• Coach customers to ensure they are leveraging all available Salesforce Success Services such as Help & Training, Communities, User Groups and Webinars.
• Identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint.
• Working within an account team matrix, lead C-level stakeholders towards identifying their vision by evangelising the capabilities of Salesforce.com across CRM domains (Sales, Marketing, Service).
• Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map Salesforce features and associated business benefits to address their needs.
• Play a fundamental part in coaching customers to establish and manage their Change Management/Governance/Centre of Excellence programs.
• Identify risks to the customer achieving their stated business goals and work with the virtual team to build a risk mitigation plan.
• Serve as a customer advocate in driving industry best practices and the evolution of Salesforce products and platform functionality, facilitating courses and administrative services integral to the customer's success.
• Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimise customer attrition.
• As part of building your personal brand you will be given the opportunity to;
◦ Partner with customers in developing their strategic direction.
◦ Build and maintain both global and local relationships internally and with customers.
◦ Work in a highly collaborative and passionate team environment.
◦ Contribute to global and local initiatives.
◦ Develop deep technical and/or strategic advisory skills in an organisation that is very supportive of personal development.
Required Experience:
• BA/BS degree, MSc preferred.
• Minimum 10 years relevant work experience.
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue.
• Ability to prioritise, multi-task, and perform effectively under pressure.
• Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation.
Desirable Experience:
• Experience with account portfolio planning and prioritisation.
• Credible and effective C-level advisor and coach, especially around change management (cultural, technical and business).
• Knowledge of salesforce.com product and platform features, capabilities, and best use or alternative CRM or Cloud platforms.
• CRM or IT experience and knowledge of Salesforce competitive landscape and technical ecosystem.
• Proven effectiveness at leading and facilitating executive meetings and workshops.
• Familiarity with the database, application and network technologies used in Cloud Computing (e.g. knowledge of network topologies and devices, database concepts, multi-tenancy).
• Working knowledge of software development process and of software.
• Fluency in French and English is essential for this role.
• Flexibility for travel (Approximately 20%).
• Any experience within the retail sector is advantageous