Senior Manager, Success Architecture

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Job Category

Customer 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.

Role Description

The Own Account Success team is looking for a driven and detail-oriented leader who will act as a regional lead for the Success Architect team. You will have responsibility for your team's welfare, care, support, enablement, and development and their customers.

As a leader for Own in the Success organization at Salesforce, you will serve the three main areas of responsibility (team, company & customers) balanced and strategic. You will care about the growth and development of the team. You will be able to motivate and lead this high-performing team towards tremendous success and advocate internally for your team and externally to customers and suppliers when required.

You will work closely with the Sales Teams, ensuring that the Success organization is aligned with the sales pipeline, help understand key prospects and adequately position the services. You will also work to refine and develop offerings. We are bringing continuous improvement and innovation to the betterment of our customers.

Your Impact

• Lead and develop a dedicated team of Success Architects emphasizing the delivery of our Premier Plus customer experience.

• Providing the first point of contact and escalation for your team

• Building assets, accelerators, and efficiencies that will increase the performance of the team and accelerate time to value for our customers

• Provide pastoral and professional support and care for your team

• Work with Sales to provide accurate pipeline and forecasts

• Provide input to staffing, hiring, and professional development models

• In support of the Renewals and Distribution teams, monitor and identify trends in product adoption and utilization, Success Plan adoption, and utilization guiding part of periodic reviews

• Participate in issues and act as an advocate for customers during the triage and resolution of high severity cases, driving business reliability and customer satisfaction

• Provide timely accounts or issue executive-level summary status reports both internally and to the customer

• Identify and collaborate with internal teams to mitigate renewal risks for both license and success plans subscriptions

• Demonstrate our critical values in your day to day activities

Minimum Requirements

• Minimum of 5 years of relevant work experience in one or more of the following: Enterprise Architecture, Technology Consulting, Customer Success, Senior Salesforce Admin, Technology Solutions Development, Technical and/or Solutions Architecture.

• Enterprise experience, either directly or through consultancy/project engagements

• Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive and C-level

• Ability to prioritize, multi-task, and perform effectively under pressure

• Experience managing/leading small teams, either officially or in an unofficial capacity

• Proficient in risk management, with a proactive approach to identifying and addressing potential issues.

• The ability to think strategically at all times

Preferred Requirements

• Proficient with both declarative and programmatic product features in Salesforce

• Proficient with the use of the Salesforce APIs

• At least 2 Salesforce product certifications (Salesforce Certifi