21 oct
Salesforce
La Florida
**Job Category**:Customer Success Group
**Job Details**:Salesforce is looking for a talented and dynamic SMB Success Manager to join its Marketing Commerce Retail and Consumer Goods (MCRC) Customer Success Group. The Customer Success Group at Salesforce focuses on driving product adoption and business value to ensure all customers achieve high levels of success in a post-sales environment.
The SMB Success Manager will have a diverse set of responsibilities with the primary goals of increasing time to activation, customer value realization, reducing attrition, and increasing growth through the execution of a defined audience strategy within a book of business.
The SMB Success Manager will work collaboratively with Sales leadership to align on the audience investment strategy and to increase Sales team activation. Sales empowerment and activation are critical to establishing the Account Executives as Success quarterbacks in order to drive customer action and increase program and pilot enrollment.
**Responsibilities**:
- Develop a detailed understanding of the scale CSG products and offerings available to Salesforce customers.
- Orchestrate resources across a designated audience or set of audiences to execute an overall business strategy
- Act as the voice of the customer to inform future program needs
- Proactively identify, promote, and recommend key CSG offerings for SMB CMRCL accounts
- Assist Sales AE’s and customers in navigating CSG offerings and services.
- Increase AE activation to increase customer action, program/pilot enrollment, and impact
- Be a single point of contact for Sales for CMRCL accounts.
- Work with Territory Liaison team to develop and implement programs to achieve business objectives.
- Evaluate and report on consumption of Success Offerings within CMRCL space.
- Collaborate internally with different stakeholder groups including Sales, Services, Renewals, Industries, and Success to support CMRCL customer growth and to help them achieve their objectives.
- Monitor customer usage data, health indicators, renewal dates, and growth opportunities and translate into a path for success leveraging the appropriate Salesforce offerings, services, and teams.
**Preferred Qualifications and Skills**:
- 3-5 years of experience in audience and/or program/project management
- Strong leadership and communication skills
- Strong business acumen and digital champion
- Understand and ability to articulate the value of customer success
- Ability to effectively communicate program and pilot impact and outcomes
- Experience in executing programs to support growth at scale
- Ability to collaborate cross-functionally to drive towards shared goals and objectives
- Courageous and confident; willing to challenge the status quo, and ensure that we successfully execute and evolve our SMB strategy
- Team player with the ability to work independently and with others
- Analytical mindset with a strong understanding of customer health, engagement, and usage data
- Salesforce/Tableau experience preferred
**Accommodations
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▶️ Principal Success Manager - Marketing Commerce
🖊️ Salesforce
📍 La Florida