at Salesforce in Chicago, Illinois, United States
Job Description
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 CategoryCustomer 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.
About Customer Success Group at Salesforce
Salesforce's worldwide Customer Success team is a global network consisting of three pillars; Account Success, Product Education, and Customer Support. Our sole mission is to drive Customer Health that leads to Salesforce Loyalty. We work with our customers to build relationships, learn about their businesses, and drive value-based results. Our motto for our customers is "Your Success is our Success."
About the Position
Salesforce is looking for a highly effective business and technology leader to become the SVP of Customer Success for our Regulated Industries which includes Financial Services (FINS) and Healthcare & Life Sciences (HLS). Other territories include Canada and Small & Medium Business (SMB). This role reports to the global EVP of Customer Success.
This role leads a group of Customer Success Managers (CSMs) who orchestrate Customer Health as measured through our Customer Success Score. This includes Product Adoption, Customer Expertise, and Technical Health. In addition to Customer Health, the team is also measured on Salesforce Loyalty represented by NPS, and Gross and Net Retention Rates. The CSMs deliver and orchestrate engagements through our Success Plans, most notably our Signature Success Plan. The SVP collaborates across Salesforce by working to address any customer satisfaction, adoption, professional services, or renewal issues within their region, resulting in clear accountability, consistent service, and one face to the customer.
Responsibilities
Drives alignment of customer success and transformational impacts through adoption of innovative offers combined with market leading cloud solutions that accelerate business value for our customers.
Focus on customer intimacy to deliver business impact and innovation to a customer's business by understanding our customers' key business issues and opportunities.
Create promoters through evangelists by listening to customers closely and delighting them with our user experience and service development organizations with product enhancement information.
Build and nurture C-level relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper.
Create a consistent and valued customer experience by delivering against scalable and repeatable methodologies and proven best practices.
Work closely with the Sales organizations to develop and execute growth plans and strategies that drive customer success This includes territory and account planning alignment with Sales.
Establish relationships with leadership across Sales, Services, Product Expertise, Customer Support, and Alliances & Channels to ensure cross-functional alignment at scale.
Effectively build and establish relationships with partner consulting organizations to enable a go-to-market strategy.
Manage and achieve key business metrics including Customer Health and Salesforce Loyalty metrics.
Be an inspirational leader and create a vibrant, inclusive culture that inspires people to do their best work.
Operationalize programs that ensure the team can scale to meet the needs of our customers and do more with less over time.
Background and Experience
A track record for building and growing a world-class organization through talent acquisition, onboarding, and retention, characterized by high productivity and excellent morale.
Experience with the enterprise and demonstrated... For full info follow application link.
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.
