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Job Category
Customer Success
Job Details
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Onboarding Specialists proactively engage our newest Salesforce customers before the implementation to ensure a positive initial experience with Salesforce and achieve their business objectives. This role focuses on helping customers achieve rapid value while building a strong foundation for future growth with their chosen Salesforce clouds/products and the broader Salesforce Platform.
They collaborate with internal partners and customers to guide initial onboarding conversations; meeting our customer's short and long-term objectives and setting them on the path for continued success by prescribing personalised Success Paths.
Your work will directly influence customer happiness and loyalty, setting the tone for long-term engagement and success. By delivering outstanding value in the initial stages of the customer's journey, you will contribute to Salesforce's reputation as an industry leader.
Responsibilities:
- Become a Salesforce subject-matter expert for your chosen Cloud/Product, focusing on accelerating the initial time to value for new customers.
- Use consulting skills to uncover initial business use cases, setting the stage for long-term customer success.
- Provide relevant recommendations specific to customers' business needs
- Deliver virtual expert engagements to educate and empower our customers to achieve business value through the Salesforce Customer 360 Suite of Products
- Build tailor-made Success Paths for your customers, detailing the steps that will ensure their business goals are met
- Build positive relationships with both internal and external business partners, contributing to broader goals and growth.
- Actively leverage and chip into the overall knowledge base and expertise of the community
- Be our customers' first point of contact post-sales, and welcome them warmly into the ecosystem
Requirements:
- Proficient in English AND French is crucial
- Consistent track record in delivering success leading customer-facing presentations and engagements with strong communication and presentation skills.
- Relevant 3rd-level degree or equivalent qualification.
- 2 to 3 years of relevant work experience supporting customers in achieving full business potential through technology.
- Able to work independently as a self-starter, manage time and prioritize activities while performing well under pressure.
- Able to apply customer success concepts, practices, and procedures to help drive customer success.
- Excellent presentation skills and the ability to hold the attention of a large group of attendees
- Comfortably navigating conversations with partners at all levels, from C-suite to Admin
Preferred Qualifications and Skills:
- Salesforce Admin, Adv Admin and/ or Consultant Certifications are an advantage.
- Salesforce Marketing Cloud Consultant, Marketing Cloud Administrator and Marketing Cloud Email Specialist are a plus
- Hands-on experience with aCRM platform suite and associated applications (Salesforce preferred).
- Understanding of, and ability to effectively communicate on the topic of developing a successful Implementation Strategy
- Consultative and customer-focused approach and engagement style.
- Ability to navigate, raise, and lead efforts on sophisticated customer requests or projects involving multiple parties and enterprise systems
- Deep technical knowledge of Salesforce products and platform - features, capabilities, standard methodologies and how to deploy, including knowledge of the Salesforce ecosystem
- Ability to prioritize, multi-task, and perform effectively under pressure
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