Customer Portal

Salesforce Customer Success Director

Job Description – Salesforce Customer Success Director

Reporting to the CEO, The Customer Success Director is responsible for ensuring the success of Vanguards customers. As Success Director we will bring Salesforce’s best ideas, innovations, and capabilities to customers and match these to the customers’ business goals, driving greater business value and executive alignment between Salesforce and the customer. As a Success
Director, you will be a trusted advisor to our customers, orchestrating our success services and providing best practice in areas such as Adoption, Business Metrics and Feature Usage. The end result is increased customer happiness, retention and expansion of Vanguards footprint.

RESPONSIBILITIES:

  • As Success Director you own ultimate responsibility for the customers renewal and for expansion of Vanguard.  We promote maximum value from their investment in Salesforce, seeking for full utilization of their licenses, identify new opportunities, and collaborate with sales teams to ensure growth
  • Manage and develop the Customer Success TeamMentor customers to ensure they are leveraging all available Salesforce Success Services such as Help & Training, Communities, User Groups, webinars etc.
  • Orchestrate other (paid for) Services such Managed Services or phases of work & Accelerators, etc.
  • Where appropriate, partner with the customer to establish a ground-breaking Business Roadmap/Blueprint to ensure achievement of business goals.
  • Optimally network within accounts from the C-Level down in order to achieve successful execution of the client’s Blueprint, where appropriate.
  • Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map Salesforce.com features and associated business benefits to address their needs.
  • Play an integral part in mentoring customers to establish and manage their Change Management/Governance/Centre of Excellence programs.
  • Identify risks to the customer achieving their stated business goals and work with the virtual team to build a risk mitigation plan.
  • Serve as a customer advocate in driving industry best practices and the evolution of Salesforce.com product and platform functionality
  • Develop and maintain long-term relationships with stakeholders in your account portfolio, where appropriate, by networking between customers, partners, and salesforce.com .
  • Contribute thought leadership and best practice, both internally and externally, around business transformation.
  • Work in a highly collaborative and hardworking team environment.
  • Develop deep technical and/or strategic advisory skills in an organization that is very encouraging of personal development

MINIMUM QUALIFICATIONS:

  • Minimum 3 years relevant work experience
  • Executive-level communication and social skills, with the ability to optimally navigate and mediate conflict and develop honest dialog
  • Ability to prioritize, multi-task, and perform effectively under pressure
  • Solid understanding of business processes (Sales, Marketing, Service, Support), business applications and automation

PREFERRED QUALIFICATIONS:

  • Experience with account portfolio planning and prioritization
  • Credible and effective C-level advisor and mentor, especially around change management (cultural, technical and business)
  • CRM or IT experience and knowledge of salesforce.com competitive landscape and technical ecosystem • 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)
  • Solid understanding of software development process and of software
  • Flexibility for travel (approx 10%) • Highly beneficial to have any Salesforce.com product certifications prior to joining.

Vanguard Customer Success Director Job Responsibilities

Health Checks.

  • Assess if a health check is to answer to a customer’s issues with Salesforce
  • Run business process workshop with customers to full understand their end to end process, from customer acquisition to customer retention
  • Understand how the customer is using Salesforce currently and the challenges they face.
  • Map the Salesforce functionality to their business processes, both what they are using and what they are not using. Make recommendations on how this could work better to achieve a higher rate of ROI.
  • Produce a recommendations report
  • Discuss with customer the next step option post health check.

Academy

  • Be fully conversant with the academy program and be able to deliver the content to customers.
  • Have sufficient Salesforce knowledge that you can answer any questions that may arise from the content, or be able to locate the answers quickly and present the answer back to the customers.
  • Be competent in delivering training both virtual and face to face.
  • Maintain the content so the most up to date content is delivered.
  • Manage the Academy program: set up dates, ensure website is updated with new dates,send joining instructions and daily agenda invites.

VCS

  • Provide support where needed with VCS onboarding, annual review, innovations days. If required prepare and deliver the sessions.
  • Produce handover documentation (health check or similar) when required
  • Produce and deliver Release readiness webinars inline with Salesforce release.
  • Manage, support and train new team members on the VCS team
  • Support VCS Customers with advice and where applicable service cases as required and in line with your expertise

To apply for this position, please send your resume at careers@vguardcc.com