The Success Director is ultimately responsible for ensuring the success of a portfolio of Salesforce 's enterprise customers for Asia. The Success Director will bring Salesforce 's innovations, best ideas, 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 our footprint inside the customer's organization.
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 and services 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 (including Communities, Data.com , Wave/Analytics, IoT, Marketing Cloud, Commerce 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 on all levels, starting from the C-Level, 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, ultimately making them our customers successful with and by using their salesforce solution
Play a fundamental part in coaching customers to establish and manage their Change Management/Governance/Innovation and Transformation Center 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 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 our top customers in the region 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, regional (APAC) and local (India) initiatives
Develop deep technical and/or strategic advisory skills in an organization that is very supportive of personal development
As a thought leader, build on your capabilities by hosting and presenting at multi-customer, C-Level events
MINIMUM QUALIFICATIONS:
Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
Minimum 10+ years relevant work experience
C-Level presence and experience, including presentation for and to senior executives
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:
Credible and effective C-level advisor and coach, especially around change management (cultural, technical and business)
Experience in driving business or IT transformation or large cross divisional initiatives
Experience with account portfolio planning and prioritization
Knowledge of salesforce.com product and platform features, capabilities, and best practices or 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 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 - 40 %)
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 (and Advanced) Administrator
-- Sales or Service Cloud Consultant Certification
-- All required Salesforce University and Trailhead badges and certifications eg. Salesforce1
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