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Job Category
Customer Success
Job Details
About Salesforce
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The Customer Success Area Lead supports the success of Salesforce customers by partnering with internal teams to ensure an exceptional customer experience. In this role, you will collaborate with key stakeholders to assist in driving customer adoption, retention, and success plan engagement. You will help prioritize customer needs, align internal resources, and communicate the value of Customer Success initiatives effectively. This role focuses on assisting and supporting the broader strategies and objectives of Customer Success while growing into leadership responsibilities.
Responsibilities
- Collaborate with Sales and Customer Success stakeholders to support retention efforts and mitigate customer attrition.
- Assist in coordinating account information, sales leader priorities, and success plan objectives within the designated portfolio.
- Monitor Customer Success Scores and other key metrics to help identify and recommend resources to address customer needs.
- Ensure alignment with Investment Program guidelines by assisting with tracking and communicating investment priorities.
- Leverage available data to highlight high-impact opportunities and share insights with internal teams.
- Promote and communicate the availability of CSG (Customer Success Group) resources to ensure consistent usage by sales leaders and account executives.
- Administratively support Account Success initiatives by providing data needed to successful execute.
- Support and prepare for business review meetings, contributing to the delivery of Account Success Quarterly Business Reviews.
- Collaborate with Renewals, Success Plan Sales, and other stakeholders to prepare and co-create relevant business reviews.
Preferred Qualifications and Skills
- 5+ years in Sales, Customer Success, or related fields, preferably within the SaaS landscape.
- Proven experience in a customer success, sales support, or related role, preferably within a SaaS environment.
- Strong communication and collaboration skills to work effectively with cross-functional teams.
- Analytical skills to interpret key metrics and prioritize tasks accordingly.
- Ability to manage multiple priorities and align with broader organizational goals.
- Proficiency in Salesforce products and tools is a plus.
Accommodations
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We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme. We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role. Applicants are welcome to opt-in to the interview scheme as part of the application process. If you would like to apply under the scheme, please click the link to the Accommodations Request Form above and scroll to the UK Disability Confident Scheme section within the form.
Posting Statement
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Salesforce welcomes all.