Senior Customer Success Guide, Salesforce Platform

Overview of the Role

• Customer Enablement: Help customers understand and adopt Salesforce products through clear, actionable guidance
• 1:1 Engagement Delivery: Deliver Success Requests and Expert Coaching Sessions with consistency and quality
• Product Growth: Develop strong foundational expertise in assigned products and continuously expand knowledge
• Customer Experience: Contribute to positive customer outcomes, satisfaction, and confidence in using Salesforce
• Operational Excellence: Execute work reliably and efficiently in alignment with Global Guide SOPs
• Collaboration: Partner effectively with Success Managers, Support, and peers to deliver cohesive customer experiences
• Continuous Learning: Actively participate in enablement, Trailhead, and on-the-job learning opportunities

Responsibilities

• Deliver 1:1 Expert Coaching Sessions and respond to Success Requests under defined engagement models
• Provide practical best practices and technical guidance across core product capabilities
• Assist customers with configuration questions, troubleshooting, and adoption blockers
• Support adoption and value realization for customers across assigned segments
• Escalate complex scenarios appropriately and collaborate with senior team members
• Maintain accurate case notes, documentation, and follow-ups in internal systems
• Participate in team enablement, shadowing, and certification efforts
• Stay current on Salesforce releases and product updates
• Complete all required company and role-based ACT courses on schedule

Required Qualifications

• 2+ years of relevant experience in customer success, technical support, consulting, or a technical customer-facing role
• Foundational experience with Salesforce or related enterprise software
• Strong problem-solving mindset and desire to learn complex products
• Customer-first, consultative communication style
• Ability to explain technical concepts clearly to non-technical audiences
• Strong written and verbal communication skills
• Ability to manage multiple requests, prioritize effectively, and meet commitments
• Fluency in French or German is mandatory for this position

Preferred Qualifications

• Experience with the Salesforce Core Platform or Business Intelligence tools, analytics, reporting solutions
• Salesforce certifications (or active pursuit of a certification)
• Experience supporting customers in a SaaS environment
• Exposure to data modelling, reporting, or dashboarding concepts
• French or German speaking

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

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