• The ideal Success Manager will possess both a Cloud specialization and industry skills that enable them to speak the customer language
• Experienced professional with 7-10 years of relevant industry expertise
• In-depth knowledge in one or more lines of business (LoBs) - a specific cloud or industry
• Strong consulting skills and confirmed results working as a Trusted Advisor to drive business value for customers
• Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and be adept at handling objections

Desirable

• The Success Manager demonstrates deep business, industry, and product knowledge to partner with customers and guides them to accelerate business value and return from their investment with Salesforce
• In this role, the Success Manager will specialize in one or more lines of business, a specific cloud or industry to speak the customer language and ensure customer value realization
• They are aligned at the key stakeholder levels, building and encouraging positive relationships to help customers progress on their digital journey
• Success Managers are working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customer's needs
• Use our Customer Success Methodology to understand their goals, assess their capabilities, and provide recommendations to help them accelerate the achievement of their business and technology objectives
• Develop an understanding and knowledge of customer’s Salesforce implementation and evangelize the capabilities of Salesforce across all of our Clouds
• Guide a customer on org strategy, governance and change management standard processes based on customer needs
• Can demonstrate hands-on Salesforce 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 business 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