Customer Success Manager, Indonesia
1 month ago
Job Category
Customer Success
Job Details
**About Salesforce**
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you’ve come to the right place.
We're looking for an exceptional team player to join the Customer Success Team as a Customer Success Manager and work with our most complex high value customer engagements.
You are a strategic business professional with experience in driving large scale technology based change. With a focus on enhancing return on investment, you will challenge the customer status quo and influence large-scale Salesforce enabled transformation programs with a view to champion a new culture of business and IT collaboration, innovation, agility, increased adoption and continuous improvement.
On a day to day basis, you will lead a team (without them reporting to you directly) of Success Architects, Success Managers and Specialists to host daily stand ups, weekly governance calls while guiding the teams to resolve complex multi cloud situations.
**Key Responsibilities**
- Develop a deep understanding of assigned customers business and industry to ensure maximum impact of Salesforce products
- Manage accountability of Salesforce with our customers
- Provide digital strategy thought leadership, leveraging Salesforce s multi-cloud platform
- Scope, plan and lead the delivery of engagements that enable the desired customer business outcomes.
- While supporting customer on their outcomes, you are laser focused on direct attribution of their engagement and work products to the outcomes of Adoption, Performance, Engagement.
- **Aligned to the highest level of Salesforce Success Plan (Signature) by delivering value from Success Engagements.**
- Retain and grow the most complex customers, while ensuring that the customer is on the highest level of Success Plan (Signature)
- Acts as a senior member of the team, representing the Customer Success team in Joint Account Planning motions with the sales teams
- Provide recommendations of additional Salesforce capabilities and services
- Through a successful strategic engagement, ensure the natural achievement of financial outcomes for Salesforce:
- Revenue Growth
- Churn/Attrition Prevention
- Securing of Renewals
**Foundational Requirements & Skills**
- Solid technology consulting experience
- Ability to foster trusted relationships throughout Salesforce including Customer Success, Sales and Product Management
- Demonstrated leadership skills
- Ability to manage highly-matrixed organizations
- In-depth enterprise & industry Knowledge
- Strong analytical background
- Delivery excellence & enterprise agility
- Ability to own complex program management for Salesforces most strategic customers
- Ability to deliver a strong execution plan/roadmap for accelerated transformation
**Highly Desirable Skills & Certifications**
- Certified Prosci Change Management Practitioner
- Digital Operating Model/Transformation credentials/experience
- Salesforce certifications and credentials
**Detail Pekerjaan
**Kami mencari kandidat yang luar biasa untuk bergabung dengan Tim Kesuksesan Pelanggan sebagai Manajer Utama Kesuksesan Pelanggan dan bekerja dengan keterlibatan pelanggan kami yang paling kompleks dan bernilai tinggi.
Anda adalah seorang profesional bisnis strategis dengan pengalaman dalam mendorong perubahan berbasis teknologi berskala besar. Dengan fokus pada peningkatan laba atas investasi, Anda akan menantang status quo pelanggan dan memengaruhi program transformasi berskala besar yang didukung Salesforce dengan tujuan untuk memperjuangkan budaya baru dalam kolaborasi bisnis dan TI, inovasi, ketangkasan, peningkatan adopsi, dan peningkatan berkelanjutan.
Dalam peran ini, Anda akan membawa pengetahuan industri dan perusahaan yang mendalam untuk memimpin transformasi yang diaktifkan Salesforce bagi pelanggan kami, dan secara proaktif membuat rekomendasi yang memberikan dampak P&L secara langsung. Anda akan memfasilitasi kemitraan antara pelanggan terbesar Salesforce dengan para eksekutif dan sumber daya ahli kami.
Kandidat yang berhasil dapat memperoleh keselarasan di berbagai pemangku kepentingan bisnis internal dan eksternal (misalnya, eksekutif dan mitra implementasi, tim produk), dan dapat membantu pelanggan merencanakan dan mentransformasi bisnis mereka dengan sukses melalui inovasi strategis dan realisasi nilai bisnis.
Sehari-hari, Anda akan memimpin tim (tanpa melapor kepada Anda secara langsung) yang terdiri dari Arsitek Sukses, Manajer Sukses, dan Spesialis untuk menyelenggarakan pertemuan harian, panggila
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