Description
For our public sector customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled authorities, they purchase our Success Plans. The Customer Success Area Senior Lead will work closely with key sales leaders, CS investment teams, and other collaborators to prevent attrition and drive solutions for our designated customers/accounts. This role plays a critical part in strategizing, prioritizing, and enhancing internal relationships; ensuring our customers receive the support they need to succeed with Salesforce by working internally with the right teams at the right time.
Responsibilities
Responsibilities
- Collaborate with internal Sales and Customer Success key stakeholders to strategically prioritize customer retention and mitigate attrition.
- Orchestrate alignment between account information, sales leaders, and investment goals of defined success plan portfolio.
- Consistently review Customer Success Scores and other meaningful metrics recommending appropriate options to support customer needs.
- Collaborate with Product Education to programmatically recommend and deploy success plan entitlements to improve customer adoption.
- Manage to our Investment Program guidelines and ensure sales leaders are aligned with investment priorities.
- Leverage data to ensure priorities are aligned with highest impact investments and communicate impact with stakeholders.
- Promote CSG resources through multi-channel communication, ensuring leaders and AE’s understand and use the customer success support process.
- Coordinate and support business review meetings with OU leads, improving the overall Account Success Quarterly Business Review experience.
- Co-create business reviews for Sales in collaboration Renewals, Success Plan Sales, and other key stakeholders
Preferred Qualifications and Skills
- 8+ years in Sales, Customer Success, or related fields, preferably within the SaaS landscape.
- Proficiency in Salesforce's product suite, with a keen understanding of its capabilities and best application practices.
- Proven track record to forge and cultivate relationships, serving as a trusted advisor that brings tangible business value to clients.
- Capable to navigate complicated discussions, handle objections, and drive alignment.
- Expertise in at least one line of business (LoB) or specific industry sector, preferably public sector.
- Experience in scaling programs and enabling internal stakeholders.
- An academic degree or equivalent experience, with preference for candidates showcasing aligned experiences that cater to the nuances of the role.
Note: This is an office-flexible role. The expectation is to be in-office 3 days a week.
