Job Details

The role of the Success Guide for Service Cloud will be responsible for helping to grow customers’ value and improve adoption of the Service Cloud platform.

The Success Guide will engage with customers across all account segments, delivering 1:many and 1:1 guidance to Service Cloud customers. They will partner with Success Managers and Sales. Success Guides play a crucial role in providing the right recommendation at the right time, enabling customer value realisation at scale.

The ideal Success Guide is organised, agile, and passionate about Customer Success. They have excellent presentation and communication skills in both 1-on-1 and group settings. Using their product knowledge, they deliver value to both customers and internal teams.
 

Responsibilities

A Success Guide engages with customers to discuss specific business initiatives to improve overall Service Cloud value.

• Deliver 1:1 & 1:M Success Engagements to customers virtually to educate and empower them to achieve Business Value through the Salesforce Service Cloud Platform.
• Action best practice insight with each customer engagement across Product Education, Technical Advice, Adoption Guidance.
• Accelerate Feature Adoption of Salesforce Service Cloud by providing Guided Recommendations with each Success Engagement.
• Collaborate cross-functionally with Regional Account Teams prior, during and post each Success Engagement.
• Identify and proactively identify risk areas, scope and customer expectations that could impact successful delivery.
• Mitigate attrition, increase customer adoption and engagement, drive incremental growth, and improve overall business value.
• Actively participate in the global Success Hub community to provide customer feedback and support program innovation.
• Share expertise with customers, Customer Success counterparts, and Account Teams through strategic vision and tactical expertise.
• Continue to evolve technology and domain expertise through certifications and program badges.
• Capture customer stories to showcase the value and impact of Success Engagements.

Basic Qualifications & Skills

• Advanced language skills in German and English.
• 3+ years of relevant work experience helping customers to achieve business value through technology.
• Working knowledge of a CRM platform suite and applications (Salesforce preferred)
• Understanding of Service Management (Tech Support/Customer Service/Field Service) business processes.
• Proven ability to manage time and prioritise activities while performing effectively under pressure.
• Understanding of project management methodologies, business analysis, change management, user adoption, release management, and governance.
• Proven success leading customer-facing presentations and engagements.
• Able to handle objections, prioritise customer issues and collaborate with manager and colleagues to effectively drive resolution partnering with Support, Product Management, R&D and others.

Preferred Qualifications & Skills

• BA/BS degree preferred.
• A passion for helping businesses maximise their investment in their technology platforms.
• Customer-facing communication, interpersonal skills and can effectively navigate and mediate conflict and foster healthy dialogue.
• Strong understanding of Support/Customer Service/Field Service industry best practices
• Implementation experience of one or more Salesforce products.
• Strong presentation skills with the ability to lead high powered workshops and effectively tailor messaging based on the audience and subject matter.
• Proven ability to interact with various levels of an organisation, both technical and non-technical, to discover relevant technical and business requirements, and articulate comprehensive solutions.
• Able to uncover customer issues and provide a recommended plan of action.
• Able to communicate complex business and technical concepts using visualisation and modelling aids.
• A passion for continued education in new technologies and functionality, as well as to be involved in projects that push the capabilities of existing technologies.
• Able to collaborate with teams of all shapes and sizes while also being able to work independently as a self-starter
• Regularly collaborate with Salesforce product and operations teams to drive innovation and program success.