Salesforce – Success Account Manager / Dublin, Irlanda

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Job Title: Success Account Manager
Job Category: Customer and Sales Growth – Professional Services
Location: Ireland – Dublin

Success Account Manager

Description:
Salesforce.com’s worldwide Customers for Life team is a global network of salesforce.com employees and partners. Our sole mission is to ensure customer success. We work with our customers to build relationships, learn about their businesses, and drive value based on our customers self-defined goals. Our motto for our customers is: “Your Success is our Success.”

We are looking for a passionate salesforce.com expert to help ensure the business and technical success of salesforce.com customers in the Commercial and Small Business segment in EMEA.

The Success Account Manager (SAM) is responsible for bringing salesforce.com’s best ideas, innovations, and capabilities to a portfolio of customers, providing technical leadership coupled with a deep understanding of each customer’s implementation, thus ensuring overall adoption and driving greater business value and satisfaction.

As a SAM, you will develop long-term relationships with your portfolio of assigned customers, connecting with key business executives and IT stakeholders, developing an understanding of their business requirements and goals, and how they are using salesforce.com. Leveraging this customer knowledge, and your salesforce.com expertise, you will provide adoption, industry and implementation best practices and personalized recommendations to ensure your customers maximize value from their investment in salesforce.com.

You will also serve as an escalation point when needed to facilitate the resolution of unexpected issues, connecting customers with the right resources for assistance and working with our technical support team to provide the appropriate business and technical context to ensure resolution.
Travel to regional activities such as customer locations, local user groups, user conferences, and city tour marketing events is required. Occasional travel to national events including the salesforce.com annual Dreamforce user conference and corporate meetings is required.

Responsibilities:
· Develop a trusted advisor relationship with customer key stakeholders and executive sponsors such that all salesforce.com activities are closely aligned with the customer’s business case and business strategy, allowing the full potential of their salesforce.com solution to be realized.
· Leverage comprehensive understanding of salesforce.com products and platform to provide relevant adoption and technical recommendations on solutions and enhancements customized to customers’ business needs.
· Work with the customers to ensure they are leveraging the solution and achieving success and engaging fee-based resources as necessary.
· Onboard customers to the Premier Success Plan service and ensure Release Readiness.
· Monitor and identify trends in salesforce.com adoption and utilization, Premier Success Plan adoption and utilization, and provide guidance to customers as part of annual Success Review.
· Provide timely account or issue executive summary status reporting both to customers and management.
· Identify and grow opportunities within territory and collaborate with sales teams to ensure growth attainment.
· Identify and assess renewal risks for customers’ license and Premier Success Plan subscriptions and collaborate with internal teams to ameliorate.
· Assist with high severity request or issue escalations as needed.
· Participate in field marketing events within region.

Required Skills:
· BA/BS Degree (or equivalent)
· Minimum of 6 years relevant work experience in one or more of the following: technical support, account management, project management or consulting — ideally with CRM or related applications (i.e. ERP systems)in a SaaS environment
· Strong technical knowledge of salesforce.com product and features, capabilities, best use and how to deploy, including knowledge of the salesforce.com platform and ecosystem
· Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organisation, including executive and C-level
· Navigate and advise on efforts related to complex customer requests or projects involving multiple parties and enterprise systems, escalating for assistance if needed
· Ability to prioritize, multi-task, and perform effectively under pressure
· Aptitude both for analysing technical concepts and translating them into business terms, and for mapping business requirements to technical features
· Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation
· 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)
· Working knowledge of the software development process and of software design methodologies (coding experience is not required, but may be useful)
· Salesforce.com product certifications are a plus (Administrator, Advanced Administrator, Developer, Service Cloud Consultant or Sales Cloud Consultant)

Other Requirements:
· Flexibility for occasional travel (10%)
· Fluency in English and one or more of the following languages; French, Spanish, German, Italian, Japanese, Chinese, Portuguese [Optional depending on region. For Japan: Fluency in Japanese. Fluency in English is a plus but optional.]

About salesforce.com
Salesforce.com is the global leader in customer relationship management (CRM) software. We pioneered the shift to cloud computing, and today we’re delivering the next generation of social, mobile and cloud technologies that help companies revolutionize the way they sell, service, market and innovate–and become customer companies. We are the fastest growing of the top 10 enterprise software companies, the World’s Most Innovative Company according to Forbes and one of Fortune’s 100 Best Companies to Work For. Our “more human, less corporate” culture is built around doing work that matters, winning as a team and celebrating success Aloha-style. Ready to find your #dreamjob?

Fonte: Salesforce

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