Salesforce.org Success Manager - Associate Analyst, Nonprofit Cloud

il y a 834 jours
  • lieu

    London, England, United Kingdom

  • Rôle

    Chef de projet

  • Contrat

    CDI/CDD

  • Salaire

    n/a

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Salesforce.org

Job Details

Salesforce.org is looking for a talented Nonprofit Cloud Success Specialist with a passion for helping customers and driving adoption of our industry solutions to help revolutionize the Nonprofit industry in EMEA.

The Success Manager - Associate Analyst engages with customers to improve and accelerate their adoption of Salesforce solutions which help transform their business and achieve mission objectives. This is accomplished through the delivery of Premier Success Expert Coaching Sessions, Customer Success Requests, and Customer Roundtables, all of which are targeted post-sales consulting/advising engagements. These engagements are designed to increase product awareness, provide industry best practices, and drive strategic guidance alongside business transformation.

Within Customer Success, the Specialist will help strategize on 1:Many Customer Success initiatives, assist in enabling Account Executives on how best to leverage Customer Success Resources, and collaborate with Sales to drive attendance and run in-person/virtual Success Events in the respective regions.



RESPONSIBILITIES:

  • Facilitate high-impact, cloud-specific Expert Coaching engagements across all levels of an organization (C-level, VP, Mid-Level Management, Admin, and Project Team.
  • Deliver a focused engagement on a defined scope/topic and address Customers’ corresponding business goals.
  • Support customers via Customer Success Requests and assist with adoption via best practice guidance and personalized resource recommendations.
  • Deliver successful Onboarding engagements to new Premier Success customers.
  • Follow-up on CSAT survey and business outcome responses, sharing ongoing feedback with the program team.
  • Contribute to regular events (in-person/virtual) via Roundtable discussions, webinars, panels, workshops focused on key adoption-related topics.
  • Curate success resources and organize industry-specific learning paths (and/or create content as needed) to meet customer needs across the Nonprofit portfolio.
  • Support Success Managers and Account Executives as technical guides for customer calls, based on customer needs.
  • Maintain credentials and 100% compliance to learning path related to Salesforce feature releases, product enablement, and Customer Success methodology.
  • Ensure customers derive maximum value from their investment in Salesforce/Nonprofit Cloud, utilize their licenses, identify new opportunities, and collaborate with Salesforce stakeholder teams to ensure growth attainment and increased footprint.
  • Review and evaluate customer usage data, health indicators, renewal dates, and growth opportunities and translate them into strategies for success to make each customer engagement a meaningful transaction.
  • Collaborate inter-departmentally to resolve at-risk Customer escalations, and drive customer ‘Red Accounts’ to a successful resolution.
  • Coordinate with Sales teams and Salesforce’s Partner Alliances team to ensure proper implementation approach is in place to maximize customer success.


YOUR IMPACT:

Success will be measured by moving the needle across your portfolio in the following categories. It will also be measured by the breadth and depth of sales and customer relationships; contributions to the role and process improvement; escalation and risk mitigation management; and proven leadership.

  • Customer Engagements
  • Attrition
  • Adoption

Preferred Qualifications & Skills:

  • Previous experience in Customer Success
  • Technical background and experience with enterprise software preferred.
  • Experience with Salesforce Nonprofit Cloud preferred; or experience working with customers in the Nonprofit industry or technology solutions in the Donor Management, Fundraising, or Grantmaking space. Experience in the Nonprofit market in EMEA a definite plus, as this role will be based in one of our European hubs.
  • Outstcommunication and presentation skills in English.
  • Experience facilitating customer meetings and presenting to an Executive-level audience in a concise, inspirational, and convincing manner.
  • Deep understanding of customer success principles (people, process, technology), approaches, and considerations.
  • Experience with complex escalated customer situations, ability to navigate large and small organizations, and gain executive-level buy-in.
  • Measures effectiveness of recommendations; proficient at scaling or redirecting strategies and tactics based on results.
  • Knowledge of Sales organizations and approaches.
  • Collaborative. Exceptional team player with strong interpersonal skills and ability to deliver on the needs of multiple internal and external stakeholders.
  • High energy, charismatic, creative self-starter with a desire to learn and perform in a fast-paced, multi-cultural environment. As to be expected in a startup-like environment, comfort with ambiguity and flexibility is required.
  • Alignment to Salesforce Values & Culture.
  • Passion for technology and its opportunity to better enable nonprofits. Ability and willingness to accommodate up to 20% travel (when possible, due to COVID).

Leadership Qualities:

  • Passionate about Customer Success
  • Strategic thinker
  • Proactive, organized, and detail-oriented
  • Excellent communication and Content Development skills
  • Programs or Project Management skills
  • Proven effectiveness at leading and facilitating executive meetings and workshops

Accommodations

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Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org .

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