Customer Success Strategist

3 weeks ago


Chicago, Illinois, United States salesforce, inc. Full time

To maximize the benefits of working with Salesforce, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts and achieving the best possible results.

About Us

Salesforce, Inc., is dedicated to inspiring the future of business with innovative solutions and cutting-edge technology. Our core values guide us in helping companies across every industry blaze new trails and connect with customers in a whole new way. We empower our employees to be Trailblazers, driving their performance and career growth while charting new paths and improving the state of the world.

Job Overview

The Engagement Director plays a critical role in setting customers up for success by prescriptively shaping and leading the execution of large and transformational engagements at our most strategic customers. This individual serves as a trusted advisor to Salesforce customers, providing guidance to Sales & Professional Services teams, ensuring alignments across each customer's projects, and guaranteeing the highest levels of customer satisfaction.

Key Responsibilities

  • Lead both pre and post-sales activities in collaboration with an Account Partner (Services Salesperson)
  • Develop and articulate comprehensive implementation proposals, showcasing extensive platform expertise
  • Maintain executive relationships and act as the main contact within these engagements in a billable capacity, ensuring tight alignment and offering proactive advice resulting in outstanding Customer Success
  • Drive delivery of the expected outcomes for each engagement, internally and externally recognized as a business contributor, industry specialist, and product expert

Your Impact

  • Deliver high client satisfaction (CSAT) by consistently meeting/exceeding goals and metrics
  • Ensure business value is realized (directly and indirectly) for each customer engagement that concludes with fully satisfied clients willing to be referenced for new potential clients
  • Bring standard methodologies to each engagement through your deep platform expertise, providing Subject Matter Expertise related to the proposed solution and client needs for successful project delivery
  • Positively impact client Services renewals (when applicable) by aligning customer success with professional services roadmap
  • Align closely with Account and Services Sales team by leading pre-sales activities such as proposal development, SOWs, staffing plans, engaging with SMEs across the organization to gain consensus on an acceptable proposal

Required Qualifications

  • 7+ years of direct experience delivering and/or overseeing solutions on the Salesforce Platform
  • 10+ years' experience delivering consulting services, including team leadership and active involvement in selling professional services, including Advisory engagements
  • Degree or equivalent relevant experience required; experience will be evaluated based on core competencies for the role
  • Ability to travel; up to 50%

Preferred Requirements

  • 7+ years' operating in a pre-sales environment, shaping and scoping large and complex implementation projects
  • 7+ years of enterprise-level project or program management experience
  • Salesforce Application and/or System Architect certifications
  • Demonstrated technical and/or functional proficiency, and ability to engage with architects or SMEs into pre-sales activities

Compensation Information

The base salary hiring range for this position in New York is $200,300 - $290,500 per year. For Illinois-based roles, the base salary hiring range is $183,600 - $266,300 per year. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.

Benefits

We offer competitive benefits, equity, and opportunities for growth. Learn more about our company benefits at https://www.salesforcebenefits.com.



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