Job Description:
The Customer Success Director is ultimately responsible for ensuring the success of a portfolio of Salesforce 's Healthcare customers. The Success Manager will bring Salesforce 's best ideas, innovations, and capabilities to their portfolio of customers and match these to the customers' business goals, driving greater business value and executive alignment between Salesforce and the customer. In this role, you will be responsible for driving customer adoption and success by providing governance advice, usage/adoption recommendations, risk identification and mitigation. The end result is increased customer satisfaction, retention and expansion of the salesforce' s footprint.
Ultimate responsibility for the customer's renewal and for expansion of the platform. You promote maximum value from their investment in Salesforce, utilize all their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint.
Coach customers to ensure they are leveraging all available Salesforce Success Resources eg. Help & Training, Communities, User Groups, webinars etc.
Working within an account team matrix, lead C-level stakeholders towards identifying their vision by evangelizing the capabilities of Salesforce.com in the areas of: sales productivity, service optimization, platform (Communities, Data.com , Marketing Cloud, Heroku).
Where appropriate, partner with the customer to establish a transformational Business Roadmap/Blueprint to ensure achievement of business goals.
Effectively network within accounts from the C-Level down in order to achieve successful execution of the customer's Blueprint, where appropriate.
Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map Salesforce.com features and associated business benefits to address their needs.
Play a fundamental part in coaching customers to establish and manage their Change Management/Governance/Centre of Excellence programs.
Identify risks to the customer achieving their stated business goals and work with the virtual team to build a risk mitigation plan.
Serve as a customer advocate in driving industry best practices and the evolution of Salesforce.com product and platform functionality, courses and administrative services integral to the customer's success.
Develop and maintain long-term relationships with stakeholders in your account portfolio, where appropriate, by networking between customers, partners, and salesforce.com .
Contribute thought leadership and best practice, both internally and externally, around business transformation.
Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition.
As part of building your personal brand you will be given the opportunity to;
- Partner with customers in developing their strategic direction
- Build and maintain both global and local relationships internally and with customers
- Work in a highly collaborative and passionate team environment.
- Contribute to global and local initiatives
- Develop deep technical and/or strategic advisory skills in an organization that is very supportive of personal development
Minimum Qualifications
BA/BS degree
Experience working within Healthcare/Life Science
Minimum 10 years relevant work experience
Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
Ability to prioritize, multi-task, and perform effectively under pressure
Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation
Preferred Qualifications
Experience with account portfolio planning and prioritization
Credible and effective C-level advisor and coach, especially around change management (cultural, technical and business)
Knowledge of salesforce.com product and platform features, capabilities, and best use
CRM or IT experience and knowledge of salesforce.com competitive landscape and technical ecosystem
Proven effectiveness at leading and facilitating executive meetings and workshops
Familiarity with the database, application and network technologies used in Cloud Computing (e.g. knowledge of network topologies and devices, database concepts and SQL, multi-tenancy)
Working knowledge of the software development process and of software design Salesforce.com product certifications are a plus (Administrator, Advanced Administrator, Developer, Service Cloud Consultant and/or Sales Cloud Consultant)
Flexibility for travel (approx 20%)
Highly beneficial to have any Salesforce.com product certifications prior to joining. It is expected that you will gain the following certifications as part of the role requirement and onboarding process in the first 6 months:
- SFDC Certified Administrator
- SFDC Certified Advanced Administrator
- Salesforce Developer
- Sales or Service Cloud Consultant Certification
- All required Salesforce University certifications eg. Salesforce1
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