Salesforce Platform, Senior Success Guide - German or Italian Speaking

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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.

Position Summary - Your Impact

Salesforce Platform is the core of our technology, it helps our customers the most from their CRM technology through automation, workflows, and declarative customization.

You will interact with Salesforce customers spanning various industry segments, delivering success programs and providing expert guidance. Collaboration with other Salesforce teams, Success Managers, Support Engineers, and Sales is integral to comprehending account nuances and devising efficient strategies for customer assistance. Success Guides hold a pivotal role in delivering timely, tailored recommendations at the right time in the customer lifecycle, enabling customers to achieve real business value.

As a Salesforce Platform Success Guide, you would ideally have experience implementing or coordinating a Service or CRM platform and associated functionalities and capabilities. You have a deep understanding of CRM technology and can provide expertise and mentorship on customer service standard methodologies. You can interpret individual use cases and present solutions of both a technical and business nature to clients. You are comfortable conducting research and deep-diving product features to determine the best solutions for clients.

Responsibilities

• Help mitigate attrition, increase customer adoption and engagement, and improve overall business value.

• Deliver virtual expert engagements to educate and empower our customers to achieve business value through the Salesforce platform

• Share your product and industry expertise and best practices to help customers.

• Offer tailored advice and insights to customers to help them improve return on investment and make them aware of the contributions of other Salesforce products.

• Present customer stories and use cases, showcasing the value and impact of Success Engagements.

• Uncover customer challenges, identify risks to adoption, and provide a tailored plan of action.

• Work closely with internal cross-functional team members to gain insights into the account and explore potential solutions for addressing customers' business needs and challenges.

• Engage in open dialogue with customers regarding ways to improve and expand user engagement, and solicit feedback in order to improve our product and service offerings.

• Continue to evolve technology and domain expertise through certifications and continuous learning.

Required Qualifications & Skills

• Proficient in English AND German OR Italian

• Relevant 3rd-level degree or equivalent qualification.

• Previous experience administering, implementing, or consulting with Salesforce technology

• 5+ years of relevant work experience helping customers achieve full business potential through technology.

• Able to work independently as a self-starter, manage time, and prioritize activities while performing effectively under pressure.

• Proven track record in delivering success leading customer-facing presentations and engagements with strong communication and presentation skills.

• Able to apply customer success concepts, practices, and procedures to help drive customer success.

• Salesforce Administrator and Advanced Administrator certifications

Desired Qualifications & Skills

• Further Salesforce certifications, e.g. Platform Developer 1

• SaaS technical consultancy experience

• Understanding of programming languages

• Understanding of cloud software architecture

Benefits include

• Health Insurance and Pension contributions

• A monthly well-being subsidy of €100

• Annual education budget of €5,000 to spend on your career development

• Additional 7 days paid time off for charitable causes (1-1-1 model)

• Parental benefits (parental leave, childcare support, fertility and adoption program, etc)