Customer Success Group
As a Success Specialist you play a key role within the Customer Success Group (CSG), serving as an advisor and expert with Salesforce product expertise to support customers basic and complex needs and to inspire their adoption.
As a Success Specialist primarily engages with our premier customers through the delivery of Salesforce Accelerators which are targeted remote engagements designed to increase product awareness, drive industry best practices, and provide recommendations that improve product adoption and overall business value for our customers.
We are a team who love technology and inspiring our customers to become future trailblazers! If that sounds like you, read on...
We do this with the help of specialization. What type of specialist are you?
Experience with implementing or administering a Sales / CRM and associated functionality within a business environment. Can match business' goals to salesforce solutions and into measurable outcomes, design and present information in an efficient and meaningful way, and optimize a complete sales process, to ensure the greatest visibility and chance of closure.
Experience with implementing or administering Customer Service, Contact Centre or Service Delivery applications and technologies in both small and large organizations.
Understanding of how technology and best practice can reduce costs and increase customer satisfaction through all channels of engagement.
B2B or B2C Digital Marketing is your passion! Experience creating or planning email, social and online advertising campaigns.
Customer Journeys. Landing pages. Working knowledge of HTML, CSS. Interest in Marketing trends and the latest technologies.
Helping businesses get better visibility into their key performance indicators by advising and creating reports and dashboards for executive or management teams.
Experience of working with and integrating comprehensive and complex data sets with industry-leading business insights tools.
Helping customers to create online communities for their customers or partners. Experience updating and editing web-based templates to create a theme for a brand.
Working knowledge of HTML, CSS. Strategies to grow online communities.
Good understanding and experience of Commerce Cloud or other e-commerce platform fundamentals and how it should be leveraged to solve business challenges.
Familiarity with systems integrations such as CRM, Content Management, Order Management, POS / Commerce or Data Warehouse.
Remotely engage with our Premier customers to help them deliver specific business initiatives and improve overall product value and adoption.
Deliver product-specific, time-bound and scoped Accelerators to our premier customers. Accelerator delivery involves remotely facilitating customer meetings and producing quantifiable business outcomes relating to their requested topic and product.
Deliver other valuable customer engagements such as on-boarding new customers or delivering relevant product and best practice content through scheduled webinars.
As a trusted advisor you will identify and proactively manage risk areas, scope and customer expectations that could impact successful delivery.
Inspire Customers, both tactical and strategic decision-makers, to deploy our recommendations to achieve short-term success and long-term organizational goals.
Requirements & Desirables
Relevant 3rd Level or equivalent qualification
Relevant work experience desirable
Salesforce Certification(s) desirable
Proven ability to manage time and prioritize activities while performing to deadlines
Working knowledge or strong understanding of the core business processes in any of the following business categories (Sales, Marketing, E-Commerce, Customer Service, Business Insights, Web / Community Development)
Working knowledge of at least one product from the overall platform of Salesforce Cloud Offerings desirable
Experience of success leading customer-facing presentations and engagements (in person or remote)
Ability to advise colleagues and participate in internal Account Team collaboration and planning
Fluent in English language and French or German
Because this role does not require employees to travel to customer locations, physical movement to perform this role is considered to be limited to the ability to competently use a laptop / PC / phone.
Modern workplace office environment which is accessible to those with reduced mobility. We are happy to provide more detail if required.
Type of Workload Involved
Specialists workload can vary from day to day and will mostly depend on customer demand and customer availability. Specialist workload mostly comes in the form of Accelerator Deliver Requests (ADR).
These are cases that are assigned to specialists depending on their field of expertise and experience. Cases contain all the relevant customer information and are the system of record for all activities throughout the lifecycle of the customer engagement.