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Job Category
Customer Success
Job Details
About Salesforce
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Role Overview
The role of the MCe Success Guide is essential in helping to grow value and improve adoption for the Marketing Cloud Engagement solution. The Success Guide will deliver business value and cloud expertise through targeted engagements for Premier and Signature customers. They engage with customers across all account segments, offering one-to-one guidance and recommendations. With the support of AI and automation, Success Guides provide the right recommendation at the right time, enabling customer value realisation at scale.
A successful Success Guide is organised, agile, and passionate about Customer Success. They have a background in customer success with strong presentation and communication skills in both one-on-one and group settings. The Success Guide can work independently and operates as a great teammate with a proven ability to work across internal teams such as Sales, Support, Success Managers, Architects, and Onboarding. Using their product knowledge they deliver value to both customers and internal teams.
Responsibilities
- Deliver 1:1 Expert Coaching Sessions
- Action Best Practice Insight
- Product Adoption
- Adoption Guidance
- Drive Success Engagements
- Contribute to internal and external program content
Required Skills & Preferences
- 2+ years of relevant work experience in a similar industry [SAAS]
- Strong written and verbal communication and presentation skills
- Solution-Focused Problem Solving
- Strong technical competence, ability to learn and distil complex products
- Experience consulting with end users and C-Suite
- Proven track record in managing time and prioritise activities while working in a high-performance environment
- Understanding of business analysis, change management, user adoption, release management, and governance
- Ability to research, conduct deep dive discovery calls, and prioritise customer issues, leveraging internal tools and raising to relevant teams as necessary
- Experience in one or more Salesforce products including Marketing Cloud is a plus
- Proficient in English AND French
Soft skills
- COMPOSURE: Strong customer-facing communication and interpersonal skills with the ability to support sophisticated engagements
- EXPERTISE: Solid understanding of industry-standard processes and implementation experience of the Salesforce product suite, understanding of the Marketing process and customer lifecycle
- LEARNER: Curiosity about continued education around new technologies and complex business and technical concepts
- PASSION: Passionate about Customer Success
- TRUST: Ability to earn and build trust with customers
BENEFITS & PERKS
Comprehensive benefits package including well-being reimbursement, generous parental leave, adoption assistance, fertility benefits, and more!
- World-class enablement and on-demand training with Trailhead.com
- Volunteer opportunities and participation in our 1:1:1 model for giving back to the community
- For more details, visit https://www.salesforcebenefits.com/
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