Customer Value Manager, Data Cloud

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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.

Delivering customer success with Data + AI + CRM + Trust is the unique value proposition for Salesforce and the Customer 360 Platform. The Data Cloud Customer Value Manager (CVM) demonstrates deep business, industry, and product knowledge to partner with customers guiding them to accelerate Data Cloud consumption and return on investment with Salesforce. In this role, the Data Cloud CVM is a technical expert who speaks the customer language and provides proactive and reactive architecture, technology strategy and thought leadership alongside full-stack technical skills to ensure Data Cloud delivers value to customers integrated with complex data architectures. They are aligned at the key stakeholder levels, building and encouraging positive relationships to help customers progress on their Customer 360 journey. The Data Cloud CVM is working directly with customers that can vary in their market segment, size, solution complexity and life cycle, all depending on the customer's needs. This is an IC (individual contributor) role.

Primary Responsibilities: 

• Develop an understanding and knowledge of customer’s Salesforce Data Cloud implementation and evangelize the capabilities of Data Cloud.

• Engage with strategic customers to understand their goals, assess their capabilities, and provide recommendations to help them accelerate consumption to achieve their business and technology objectives.

• Have a passion for operational excellence that drives scalable consumption, ACV growth and customer success.

• Skilled at guiding impactful discovery conversations to unveil nuanced client needs and identify creative solutions through customization.

• Guide a customer on org strategy, governance and change management standard processes based on customer needs.

• Demonstrate hands-on Data Cloud product knowledge by applying platform features and functions to customer business priorities and roadmap.

• Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan.

• Produce and implement a comprehensive adoption path showing the current state, target future state with timeline, and an underlying enablement Plan.

• Deliver value and innovation to a customer’s business by understanding our customers’ key business challenges and potential for growth.

• Build and cultivate executive-level relationships with the customer’s IT and business executive leadership, sponsors, and decision makers to solidify our partnership and dedication to the customer business and IT sponsors & collaborator.

• Working with the account team and Salesforce Execs, optimally network within accounts from the Executive-Level down, in order to help customers work towards their goals.

• When appropriate, recommend additional Salesforce services and advisory experts needed to drive success.

• Proactively communicates technical product changes, degradations, outages, end of life and other relevant updates.

• Collaborate with Salesforce product teams to deeply understand Salesforce solutions and roadmap, and advocate for key features needed for success across the Industry/Territory via Voice of the Customer feedback.

Qualifications

You have demonstrated consistently increasing levels of responsibility and spheres of influence that include:

• 7+ years of experience in customer-facing solutioning for Data, Analytics, AI and CRM.

• BS degree in a quantitative field (e.g. Computer Science, Engineering, Data Science); An advanced degree (MS, PhD) preferred.

• Full-stack technical qualifications (CRM, Data Architecture, AI/ML) combined with experience owning technical relationships with C-Level executives.

• Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and be adept at handling objections.

• Confirmed results working as a trusted advisor, with a deep curiosity to u