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 GroupJob Details
Role: Success Guide Specialist (German speaker)
The role of the Success Guide will be responsible for helping to grow customers’ value and improve adoption at scale. The Success Guide will engage with customers across all account segments, delivering 1: many programs and 1:1 success guidance to Salesforce customers. They will partner with Success Managers and Sales. Success Guides play a crucial role in providing the right recommendation at the right time, enabling customer value realization at scale.
The ideal Success Guide is organised, agile, and passionate about Customer Success. They have excellent presentation and communication skills in both a 1 on 1 and group setting. Using their product knowledge they deliver value to both customers and internal teams.
A Success Specialist engages with customers to discuss specific business initiatives to improve overall product value.
Deliver 1:1 & 1:M Success Engagements engaging with customers virtually to educate and empower them to achieve Business Value through the Salesforce Platform
Action Best Practice Insight with each customer engagement across Product Education, Technical Advice, Adoption Guidance
Accelerate Feature Adoption of Salesforce by providing Guided Recommendations with each Success Engagement
Collaborate cross functionally with Regional Account Teams prior, during and post each Success Engagement
Identify and proactively identify risk areas, scope and customer expectations that could impact successful delivery
Mitigate attrition, increase customer adoption and engagement, drive incremental growth, and improve overall business value
Actively participate in the global Success Hub community to provide customer feedback and support program innovation
Share expertise with customers, CSG counterparts, and Account Teams through strategic vision and tactical expertise
Continue to evolve technology and domain expertise through certifications and program badges
Capture customer stories to showcase to the value and impact of Success Engagements
Basic Qualifications & Skills
Advanced language skills in German and English are mandatory
+2/3 years of relevant work experience helping customers to achieve business value through technology
Working knowledge of a CRM platform suite and applications (Salesforce preferred) as well as of core business processes (Sales, Marketing, Service, Support) is mandatory
Proven ability to manage time and prioritise activities while performing effectively under pressure
Understanding of project management methodologies, business analysis, change management, user adoption, release management, and governance
Proven success leading customer-facing presentations and engagements
Able to handle objections, prioritise customer issues and collaborate with manager and colleagues to effectively drive resolution partnering with Tech support, product management, R&D, ...
BA/BS degree preferred
Customer-facing communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster healthy dialog
Strong understanding of industry best practices and implementation experience of the salesforce product suite
Strong presentation skills with the ability to lead high powered workshops and effectively tailor messaging based on the audience and subject matter
Proven ability to interact with various levels of an organization both technical and non-technical, attain relevant technical and business requirements, and articulate comprehensive solutions
Able to uncover customer issues and providing a recommended plan of action
Able to communicate complex business and technical concepts using visualization and modeling aids
A passion for continued education in new technologies and functionality, as well as to be involved in projects that push the capabilities of existing technologies
Able to collaborate with teams of all shapes and sizes while also being able to work independently as a self-starter
Able to apply CSG concepts, practices and procedures to help drive customer success
Regularly collaborate with salesforce product and operations teams to drive innovation and program success
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
LEARNER: Has a passion for continued education in new technologies and complex business and technical concepts
PASSION: Passionate about Customer Success and is a great listener
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
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.
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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. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesfore.com or Salesforce.org.
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