Success Guide

Job Category

Customer Success

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword — it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of 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.

About the Role

The role of the Success Guide is crucial in helping customers to grow value and improve adoption of Salesforce. Success Guides provide proactive and reactive architecture, product, and industry expertise to enable customers to successfully adopt products. The Success Guide will engage with customers across all account segments, delivering 1:1 success guidance to Premier and Signature Success customers. With the support of AI and automation, Success Guides provide the right recommendation at the right time, enabling customer value realization at scale. They partner with key collaborators such as Success Managers, Account Executives, and Support to make our customers successful. The ideal Success Guide is organized, agile, and passionate about Marketing Cloud Success. They have excellent presentation and communication skills in both a 1 on 1 and group setting. They have strong technical skills and are able to use their product knowledge to deliver value to both customers and internal teams.

Responsibilities

• Provide prescriptive recommendations, best practices, and technical advice for improving Product and related feature adoption
• Engage with the Customer to deliver personalized 1:1 Engagements to help with their adoption goals
• Become an expert in most of the Marketing Cloud products and act as a trusted adviser to the Customer
• Help customers consistently achieve their business outcomes
• Generate positive feedback from customers, internal teams and leadership
• Show continued professional growth and development
• Drive thought leadership when possible through mentoring and knowledge sharing

Required Qualifications & Skills

• 6 - 8 yrs of overall experience with 4+ years relevant work experience in Marketing Cloud Ecosystem
• Working/Worked as a Marketing Cloud developer and supported customers with Product Architectural suggestions at some capacity
• Have the ability and some working experience to troubleshoot the customer implementation challenges and ability to resolve the issues
• Certifications: Marketing Cloud Engagement Consultant/Marketing Cloud Account Engagement Consultant
• Having some working knowledge in Core Salesforce Products like Sales/Service/Platform
• Proven ability to quickly learn new technologies
• Fluent English speaker with Excellent communication and interpersonal skills; ability to work collaboratively with cross-functional, global teams
• Having a past experience of working with external clients/stakeholders/Customers with direct 1:1 interactions on a day to day basis
• Demonstrate Consultative and customer-focused approach and engagement style while working with the customers
• Ability to navigate, escalate, and lead efforts on complex customer requests
• Demonstrated ability to communicate, present and influence credibly and effectively with a variety of audiences (from developers to C-Suite)
• Ability to prioritize, multi-task, collaborate with team members and perform effectively under pressure
• Degree or equivalent relevant experience required. Experience will be evaluated based on the Values & Behaviors for the role

Preferred Qualifications & Skills

• Working Experience in extended products of Marketing Cloud like Personalization or Intelligence
• Working on the latest Marketing Cloud +/ Next projects would be plus
• Salesforce Admin/Sales Cloud Consultant/Service Cloud Consultant/ Marketing Cloud Developer Certification would be plus
• Candidate should be comfortable working in AMER shifts (6:30 PM - 3:30 AM)

Accommodations

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Equal Opportunity Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. At Salesforce, we believe in equality for all. We believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law.

This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between.

Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education. In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits.

Benefits

Salesforce offers a variety of benefits to help you live well including:

• Time off programs
• Medical, dental, vision
• Mental health support
• Paid parental leave
• Life and disability insurance
• 401(k)
• Employee stock purchasing program

More details about company benefits can be found at: https://www.salesforcebenefits.com

Why Join Salesforce

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what's possible — for yourself, for AI, and the world.

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.