Job Description

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Job Category

Customer Success

Job Details

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.

Job Category

Customer Success Group

Job Details

The role of the Success Guide Manager is a forward-thinking leader responsible for hiring, building and developing a team of Success Guides focused on the virtual delivery of 1:1 educational engagements with customers. 1:1 engagements are designed to increase adoption, provide functional best practices and product education while ensuring Customer Success.

In this role you will ensure consistent delivery best practices are applied and influence the overall global engagement and delivery approach. Ensuring the success of our Success Guides while securing the highest CSAT and business outcomes is a top priority. This is an incredible opportunity to become part of a leading team that drives growth and expertise across the most innovative company in the world.

Responsibilities:

Own all facets of day-to-day management of the Success Guide team including:
- Training and career development
- Coaching to drive high-quality deliveries that lead to successful customer business outcomes
- Managing team capacity and driving productivity targets
Manage a high performing team that consistently delivers on and/or exceeds, the high standards of the team and makes a strong impact to Salesforce.
Report on engagement activity and deliver feedback on weekly scorecard and productivity metrics to senior management
Laser-focused on driving operational and business performance. Collaborates with other Success Guide Managers on the execution of business objectives and support programs to drive operational excellence
Shadows Success Guide engagement to ensure quality and professionalism in delivery
Recognizes trends and skill gaps and works with both internal stakeholders to address these gaps and execute solutions to respond to business and customer needs. Works to up-level their team to address and close skill gaps.
Leads the team with empathy and inclusion and provides an environment for collaboration, honest feedback and support.

Experience and Desired Skills:

BA/BS Degree (or equivalent)
3 years of people management experience and strong coaching and personnel development skills
Strong analytical skills with the ability to oversee and manage the Success Guides team’s Business Metrics, productivity and outcomes leveraging the Salesforce platform
Self-directed has the ability to prioritize, multi-task and perform effectively under pressure.
Strong verbal and written communication skills, as well as, excellent presentation skills
Knowledge of the Salesforce ecosystem

Accommodations

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Posting Statement

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