Salesforce.com, Inc Marketing Cloud Principal Success Specialist, Salesforce.org in San Francisco, California

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.

Job CategorySalesforce.org - Customer Success Group

Job Details

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.

The Success Specialist plays a critical role within the Customer Success Group (CSG), serving as a strategic advisor and technical expert with hands-on salesforce product expertise to support the company’s largest, most complex premier customers. The Success Specialist primarily engages with Salesforce.org customers leveraging Marketing Cloud and works with those customers through delivery of targeted engagements designed to increase product awareness, drive industry best practices, and provide transformational recommendations that improve product adoption and overall business value.

This pivotal role brings strategic vision and tactical expertise to ensure every customer engagement is a success while also actively participating in the global Specialist Community where they collaborate with their peers to share best practices and customer success stories. The Success Specialist plays a critical role within the Customer Success Group (CSG) by partnering with Sales, Marketing, and CSG counterparts to help our customers obtain results faster.

RESPONSIBILITIES:

  • Engage with Basic and Premier nonprofits and higher-ed Salesforce customers to accelerate specific business initiatives and improve overall product value and adoption

  • Drive messaging and success of the Connected Non-profit and the Connected Campus foru our scale Marketing Cloud customers through product and feature adoption

  • Adapt and deliver Marketing Cloud-specific Accelerators to Salesforce.org Premier customers

  • Deliver non-Accelerator customer virtual and live engagements: Onboarding, Business Reviews, CSRs, Circles of Success and Success Clinics

  • Engagement delivery includes facilitating customer meetings, tailoring deliverables, and producing quantifiable business outcomes while delivering time-bound, scoped customer engagements

  • Lead complex engagements and drive best practices with our customers

  • Drive adoption and CSAT with at-risk customers

  • Facilitate high impact, Marketing Cloud workshops targeted at all levels of an organization to accelerate a specific business initiative

  • Promote operational innovation and excellence that support long-term business goals

  • Identify and proactively manage risk areas, scope and customer expectations that could impact successful delivery

  • Inspire Customer owners, both tactical and strategic decision-makers, to deploy our recommendations to achieve short-term success and long-term organizational goals

  • Mitigate attrition, increase customer adoption and engagement, drive incremental growth, and improve overall business value

  • Optimize internal process for escalations and cross-team collaboration

PREFERRED QUALIFICATIONS & SKILLS:

  • BA/BS degree preferred

  • Minimum 4 years relevant work experience

  • Proven ability to manage time and prioritize activities while performing effectively under pressure

  • Understanding of project management methodologies, business analysis, change management, user adoption, release management, and governance

  • Working knowledge of the overall Salesforce platform suite and applications

  • Proven success leading customer-facing presentations and engagements

  • Ability to advise colleagues and participate in internal Account Team collaboration and planning sessions

  • Able to handle objections, prioritize customer issues and collaborate with manager and colleagues to effectively drive resolution

  • Salesforce Certifications: Administrator, Certified Marketing Cloud Email Specialist, Certified Marketing Cloud Social Specialist

  • One year experience administering or using Salesforce Marketing Cloud, ideally for a nonprofit or higher-ed institution

LEADERSHIP QUALITIES:

  • COMPOSURE: Strong customer-facing communication and interpersonal skills with the ability to support complex engagements

  • EXPERTISE: Working knowledge of industry best practices and implementation experience of the salesforce product suite

  • CREDIBILITY: Able to interact with various levels of an organization both technical and non-technical to discuss comprehensive solutions

  • WILLINGNESS: Able to analyze customer issues and craft a recommended plan of action

  • LEARNER: Has a passion for continued education in new technologies and complex business and technical concepts

  • IMPLEMENT: Able to apply CSG concepts and practices while collaborating with others to help drive customer success

  • PASSION: Passionate about Customer Success and is a great listener

  • URGENCY: Ability to move fast and drive business value and results

  • OHANA: Embodies Aloha culture and a team player that everyone enjoys working with and has a generous heart

  • TRUST: Ability to earn the trust of the customer and lives the company’s core values

Posting Statement

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. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!