Customer Success Group
The Success Manager (SM) is ultimately responsible for the success of selected
Salesforce Marketing Cloud and Salesforce DMP customers, becoming their trusted
advisor and ensuring they get the most out of their investment in Salesforce.
You will forge long-term relationships with your customers, developing a
understanding of their Salesforce Marketing Cloud implementation, and help your
customers leverage Salesforce for solutions, providing expert knowledge and best
practices on how to configure, maintain and manage their Salesforce systems.
・Partner with fellow Success Managers and Account Executives in managing a
Salesforce Marketing Cloud and Salesforce DMP customers.
・Collaborate internally with technical advisors to manage customer escalations and
・Develop relationships with key business and IT stakeholders and become an
expert on customers’ implementations of Salesforce, understanding top business
goals and requirements.
・Leverage Salesforce product and platform expertise, to provide relevant
recommendations on solutions and enhancements specific to customer’ business
・Monitor and identify trends in Salesforce adoption and utilization, Premier Success
Plan adoption and utilization, and provide guidance to customers as part of annual
・Onboard customers to the Premier Success Plan service and ensure Release
・Ensure prompt and complete resolution of challenges and business issues that
have been escalated, coordinating with internal teams (Sales, Support, Product
Management or R&D) to meet customer needs, while managing customer
・Provide timely account or issue executive summary status reporting both to
customers and management.
・Identify and collaborate with internal teams to ameliorate renewal risks for
customers’ Premier Success subscriptions.
・Advocate customers’ product feature priorities internally within Salesforce
・Contribute internally to the Salesforce team, share knowledge and best practices
with team members, contribute to internal projects and initiatives, and serve as a
Subject Matter Expert (SME) for specific or process areas.
・BA/BS Degree (or equivalent)
Over 2 years experience using the Salesforce Marketing Cloud
・Fluency in Japanese
・Minimum of 8 years relevant work experience in one or more of the following:
support, account management, project management or consulting -- ideally with
CRM or related applications (i.e. ERP systems) in a SaaS environment
・Deep knowledge of Salesforce product and features, capabilities, best use and
how to deploy, including knowledge of the Salesforce platform and ecosystem
・Knowledge of multi-org implementation best practices and strategies
・Experience dealing with large scale, technologically complex accounts, which are
constantly challenging product capabilities
・Navigate, escalate, and lead efforts on complex customer requests or projects
involving multiple parties and enterprise systems
・Demonstrated ability to communicate, present and influence credibly and
effectively at all levels of the organisation, including executive and C-level
・Ability to prioritize, multi-task, and perform effectively under pressure
・Aptitude both for analysing concepts and translating them into business terms,
and for mapping business requirements to features
・Strong knowledge of business processes (Sales, Marketing, Service, Support),
business applications and automation
・Thorough familiarity with the database, application and network technologies used
in Cloud Computing (e.g. knowledge of network topologies and devices, database
concepts and SQL, multi-tenancy)
・Knowledge of the software development process and of software design
methodologies (coding experience is not required, but may be useful)
・Fluency in English is a plus
・Flexibility for occasional travel (20%)
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.