Senior Principal Success Manager - Public Sector
Toronto, ON, Canada
Customer Success Group
The ideal Success Director will possess both a Cloud specialization and industry skills that enables them to speak the customer language.
- Leverage our Customer Success Methodology and partner with customers stakeholders to understand their goals , assess their capabilities and provide recommendations to help them accelerate achievement of their business and technology objectives
- Develop an understanding and knowledge of customer’s Salesforce implementation and evangelize the capabilities of Salesforce across all of our Clouds
- Guide a customer on org strategy, governance and change management best practices based on customer needs
- Can demonstrate hands-on Salesforce product knowledge by applying platform features and functions to customer business priorities and roadmap
- Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan
- Produce and execute a comprehensive adoption path showing the current state, target future state with timeline, and an underlying enablement Plan.
- Deliver business value and innovation to a customer’s business by understanding our customers’ key business challenges and potential for growth
- Build and foster executive-level relationships with the customer’s IT and business executive leadership, sponsors and decision makers to solidify our partnership and commitment to the customer business and IT sponsors & stakeholders
- Working collaboratively with the account team and Salesforce Execs, effectively network within accounts from the Executive-Level down, in order to help customers achieve their objectives
- When appropriate, recommend additional Salesforce services and advisory experts needed to drive success
- Proactively communicates technical product changes, degradations, outages, end of life and other relevant updates
Preferred Qualifications & Skills:
- Experienced professional with 7-10 years relevant industry (Public Sector) expertise
- Fluency with French Language (oral, written, ability to conduct business)
- In-depth knowledge in one or more line of businesses (LoB) - a specific cloud or industry
- Qualification for this job is contingent upon acceptable results from a background investigation as well as your obtaining and maintaining the specific level government security clearance required for this role
- Strong consulting skills and proven results working as a Trusted Advisor to drive business value for customers
- Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and adept at handling objections
- Strong knowledge of Salesforce product and platform features, capabilities, and best use is highly desired
- Able to articulate the importance and value of Governance to Business and IT executives
- Good understanding of enterprise architecture principles strongly preferred
- Ability to quickly grasp and distinctly explain technological and business concepts
- PASSION: Passionate about Customer Success
- THOUGHT LEADER: Strong point of view and executive presence. Confident, but not arrogant, great storyteller
- URGENCY: Ability to move fast and drive business value and results
- OHANA: Embodies Aloha culture: A team player that everyone enjoys working with and has a generous heart
- TRUST: Trust the company’s core values
- ADAPTABLE: Excels in high levels of uncertainty and change
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