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Job CategoryCustomer Success Group
The role of the Pardot 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 Success Plays, Programs and Activities. Success Programs are targeted engagements designed to increase adoption, provide functional best practices and product expertise 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 customer satisfaction scores (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.
Own all facets of day-to-day management of the Success Guide team including: recruiting, hiring, training and career development and coaching Success Guides to drive high-quality Success Program and and Success Play deliveries that lead to successful customer business outcomes
Achieve or exceed monthly/quarterly/yearly business targets, providing management with an accurate forecast and risk analysis of deliveries and metrics
Report on Success Program and Play 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 such as: Success Program Deliveries, high CSAT Scores, Successful Business Outcomes, Certifications and Badges
Recognizes trends and gaps and works with both internal stakeholders and Hub leadership 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.
Work with program leaders to support optimal capacity planning and resource allocation. Works on skill planning and development within their team including cloud, industry and consulting skills specialization.
Partner with the Success Programs team to refine and provide feedback on delivery tools and processes that will cultivate a team of efficient and effective Success resources for every customer engagement
Embodies Ohana culture and uses that to lead a team that everyone enjoys working with. Has a passion for nurturing and developing talent and creates a safe environment for open and honest dialogue and feedback
BA/BS Degree (or equivalent)
5 years of people management experience and strong coaching and personnel development skills
Marketing expertise. Knowledge of the Marketing ecosystem, executing marketing objectives via a SaaS platform, understanding of the current opportunities and challenges that Marketers face.
Experience working with senior-level executives
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. Pardot knowledge is a plus.
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