Salesforce.com, Inc Success Guide - Einstein Analytics in Indianapolis, Indiana
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Customer Success Group
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. Success Guides 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, 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.
Demonstrate deep knowledge of the Salesforce product portfolio and deliver 1:1 & 1:Many Success Programs
Deliver 1: Many and 1:1 Einstein Analytics Accelerators with customers and assist with enablement and provide best practice recommendations on business specific use-cases
Drive customer success by providing Product Education, Technical Advice and adoption guidance for Einstein Analytics
Deliver Einstein Analytics specific engagements starting with use-case initiation, creation of datasets in dataflows, customizations, create data visualizations using SAQL functions in Einstein Analytics
Discuss the difference between standard and customized solutions (eg: clicks vs code) for Einstein Analytics, Einstein Discovery as well as Prediction Builder, understand tradeoffs, and advise on best practices.
Identify the customer's metrics for value realization (define metrics and KPIs that reflect on Business outcomes and measures)
Has an understanding of the full portfolio of our products and services and the value they bring to our customers. Communicates our Salesforce product value prop with clarity, brevity, and purpose.
Preferred Qualifications & Skills
BA/BS degree preferred
Minimum 2 years relevant work experience
Proven ability to manage time and prioritize activities while performing effectively under pressure
Working knowledge of core business processes (Sales, Marketing, Service, Support)
Working knowledge of the overall Salesforce platform suite and applications
Knowledge and expertise in Data analysis, create documentation, provide guidance on effective Data sync processes and data visualization techniques
Experience with databases and database joining concepts, familiar with query languages like SQL
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
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 Aloha 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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