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Success Engagement Director, Nonprofit
Salesforce
San Francisco, CA, United States
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Success Engagement Director, Nonprofit - Salesforce.org
Everyone who wants to change the world should have the tools and technology to do so. Technology is the most powerful equalizer of our time, providing access to data, knowledge, and--above all--connections. Salesforce.org gets our technology in the hands of nonprofits and educators so they can connect with others and do more good. As a social enterprise, the more missions our technology supports, the more we invest back into technology and communities, creating an endless circle of good. We're here to help; visit us at Salesforce.org.
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 Success Engagement Director (SED) is responsible for setting customers up for success and representing the entire value proposition for Salesforce.org 's Customer Success Group solutions in the presales cycle.
The SED is an integral part of the sales cycle, acting as an implementation expert working in close alignment with customer and Salesforce.org's sales and customer success teams to map out successful implementations. For each customer engagement, the SED will assess complexity and propose the right service mix to ensure the customer's success in their implementation cycle and beyond. This includes positioning the best consulting delivery organization(s) and the right support and services needed for a customer's success.
This role will be office based with emphasis on in person collaboration with sales teams and remote virtual meetings with customers. 30% travel required.
Responsibilities:
• Collaborate with sales teams to provide strategic guidance and ensure the proper implementation approach is in place to maximize each customer's success.
• Provide implementation best practices, including change management, staffing levels and training recommendations
• Position support, training and other Salesforce solutions which may be needed for a successful customer experience.
• Be an expert on partner capability and capacity within their respective region.
Experience/Skills Required:
• Bachelors Degree highly preferred.
• Strong written and verbal communication skills, executive level presence and experience in facilitation.
• Expertise facilitating virtual meetings and presenting to an executive level audience in a concise, inspirational and convincing manner
• Collaborative and consultative work style, ability to thrive in a high velocity, highly dynamic work environment
• Ability to link business processes with product/technical solutions.
• 7+ years experience delivering consulting services, including involvement in scoping and selling services
• 5-7 years of enterprise level project management experience (contract management, risk management, staffing)
• 3-5 years of enterprise software experience. Strongly preferred: CRM application experience, or experience with products and/or processes related to sales, marketing, or support and services
• Experience in nonprofit or higher education enterprise architecture
The following Salesforce.com certifications are required:
• Salesforce.com Certified Administrator
• Salesforce.com Certified Advanced Administrator
• Salesforce.com Certified Sales Cloud Consultant
• Salesforce.com Certified Service Cloud Consultant
• Salesforce.com Certified Platform App Builder