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Job Category
Customer Success Group

Job Details

JOB TITLE: Associate Success Guide

LOCATION: Indianapolis

START DATE: January 31, 2022

The role of the Success Guide will be responsible for helping to grow customers' value and improve adoption at scale. The Success Guide will engage with customers across all account segments, delivering 1:many programs and 1:1 success guidance to Salesforce customers. They will partner with Success Managers and Sales Teams and play a crucial role in providing the right recommendation at the right time, enabling customer value realization at scale.

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

The first 3 Months of Onboarding in the Associate Success Guide role is in the Explorer Program. The mission of the Explorer Program is to create an immersive Onboarding experience to fully prepare new hires for the Success Guide role and at the completion of the program, deliver in-line with the Success Guide KPI's.

• During 3 Months of Onboarding in the Explorer Program, an Associate Success Guide will be aligned to one of 3 paths:

1.) Cloud Success Guide

• Success Guide aligned to a Salesforce Cloud and delivering customer engagements that are product-focused, ie. Sales Cloud, Marketing Cloud, Tableau CRM, etc.
• Provide adoption best practices for out-of-the-box features and functionalities of various Salesforce products

2.) Territory Success Guide

• Success Guide aligned to a Sales Territory (ie. Commercial SMB, Financial Services/Healthcare & Life Sciences, Retail) and delivering customer value engagements to set customers up for long-term success
• Accelerate Feature Adoption and Drive Solution-Focused
• Drive Guided Success Engagements

3.) Explorer Success Guide

• Success Guide aligned to the Explorer Team
• Engagements focused on introducing customers to their available Premier resources and identifying next steps as well as helping them to identify areas of improvement as related to the health of their platform
• Mentorship and Leadership opportunities to support the future Explorer cohorts

Responsibilities

• Deliver 1:1 & 1:Many Success Programs & Success Plays
• Action Best Practice & Insights
  • Product Feature Updates
  • Technical Advice
  • Adoption Guidance
  • Account Forensics
• Accelerate Feature Adoption
• Drive Guided Success Engagements
• Provide Support to Success Teams

Preferred Qualifications & Skills

• BA/BS degree required. Must be within 1 year of graduation date (December 2021, Spring/Summer 2021, or December 2020 grads)
• Previous relevant internship experience
• Proven ability to manage time and prioritize activities while performing effectively under pressure
• Working knowledge of core business processes (Sales, Marketing, Service, Support)
• Understanding of project management methodologies, business analysis, change management, user adoption, release management, and governance
• Working knowledge of the overall Salesforce platform suite and applications
• Consultative Communications
• Solution-Focused Problem Solving
• Project & Risk Management
• Proven success leading customer-facing presentations and engagements
• Able to handle objections, prioritize customer issues and collaborate with manager and colleagues to effectively drive resolution
• Achievement of Salesforce Administrator (ADM 201) and Salesforce Advanced Administrator (ADM 211)

Leadership Qualities

• COMPOSURE: Strong customer-facing communication and interpersonal skills with the ability to support complex engagements
• EXPERTISE: Working knowledge of industry best practices and implementation experience of the salesforce product suite
• LEARNER: Has a passion for continued education in new technologies and complex business and technical concepts
• PASSION: Passionate about Customer Success and is a great listener
• OHANA: Embodies Salesforce culture and a team player that everyone enjoys working with and has a generous heart
• TRUST: Ability to earn the trust of the customer and lives the company's core values

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