Customer Success Manager - French speaker

The Success Manager demonstrates deep business, industry, and product knowledge to partner with customers and guide 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 partner levels, building and encouraging positive relationships to help customers progress on their digital journey. Success Managers work directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customer's needs.
The ideal Success Manager will possess both a Cloud specialization and industry skills that enable them to speak the customer language.

Responsibilities

• Use the Customer Success Methodology to understand goals, assess capabilities, and provide recommendations to accelerate the achievement of business and technology objectives.
• Develop an understanding of customers' Salesforce implementation and evangelize the capabilities of Salesforce across all Clouds.
• Guide a customer on organizational strategy, governance, and organizational change standard processes based on customer needs.
• 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 a timeline, and an underlying enablement plan.
• Deliver business value and innovation to a customer by understanding their 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 partnership and dedication to the customer business.
• Work with the account team and Salesforce Executives, optimally networking within accounts from the executive level down, to help customers work toward their goals.
• When appropriate, recommend additional Salesforce services and advisory experts needed to drive success.
• Proactively communicate technical product changes, degradations, outages, end of life, and other relevant updates.

Required Qualifications

• 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 influential conversations at the C level; facilitate difficult discussions and be adept at handling objections.
• Fluency in French & English is required for this opportunity.

Preferred Qualifications

• Solid understanding of Salesforce product and platform features, capabilities, and best use.
• Ability to articulate the importance and value of Governance to Business and IT executives.
• A good understanding of enterprise architecture principles is strongly preferred.
• Ability to quickly grasp and clearly explain technological and business concepts.
• Serve as a trusted advisor, with a deep curiosity to understand customers, their motivations and needs, and how to approach ensuring their success.
• Degree or equivalent proven experience required. Experience will be evaluated based on the core proficiencies for the role (e.g., extracurricular leadership roles, military experience, volunteer roles, work experience, etc.).
• The ideal candidate should have an understanding of a retail company's e commerce strategy, including omnichannel integration, online sales support, as well as insight into customer lifetime value, digital engagement, and conversion optimization.

Accommodation Request

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via the Accommodation Request Form.

Equal Opportunity Statement

Salesforce is an equal opportunity employer and maintains a policy of non discrimination with all employees and applicants for employment. We believe in equality for all and are committed to creating an inclusive workplace. This policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, performance assessment, discipline, termination, and all other employment related activities.