Customer Success Manager - Indonesia

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About Salesforce

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Job Details

We're looking for exceptional candidates to join the Customer Success Team as a Principal Customer Success Manager and work with our most complex high value customer engagements.

You are a strategic business professional with experience in driving large scale technology based change. With a focus on enhancing return on investment, you will challenge the customer status quo and influence large-scale Salesforce enabled transformation programs with a view to champion a new culture of business and IT collaboration, innovation, agility, increased adoption and continuous improvement.

In this role, you will bring in-depth industry and enterprise knowledge to lead Salesforce-enabled transformations for our customers, and proactively make recommendations that provide direct P&L impact. You will facilitate a partnership between Salesforce’s largest customers with our executives and our subject matter experts resources.

The successful candidate is able to obtain alignment across multiple internal and external business stakeholders (e.g. execs and implementation partners, product teams), and can help customers plan and transform their business successfully through strategic innovation and business value realisation.

On a day to day basis, you will lead a team (without them reporting to you directly) of Success Architects, Success Managers and Specialists to host daily stand ups, weekly governance calls while guiding the teams to resolve complex multi cloud situations.

Key Responsibilities

• Develop a deep understanding of assigned customers business and industry to ensure maximum impact of Salesforce products

• Manage accountability of Salesforce with our customers

• Provide digital strategy thought leadership, leveraging Salesforce s multi-cloud platform

• Scope, plan and lead the delivery of engagements that enable the desired customer business outcomes.

• While supporting customer on their outcomes, you are laser focused on direct attribution of their engagement and work products to the outcomes of Adoption, Performance, Engagement.

• Aligned to the highest level of Salesforce Success Plan (Signature) by delivering value from Success Engagements.

• Retain and grow the most complex customers, while ensuring that the customer is on the highest level of Success Plan (Signature)

• Acts as a senior member of the team, representing the Customer Success team in Joint Account Planning motions with the sales teams

• Provide recommendations of additional Salesforce capabilities and services

• Through a successful strategic engagement, ensure the natural achievement of financial outcomes for Salesforce:

• Revenue Growth

• Churn/Attrition Prevention

• Securing of Renewals

Foundational Requirements & Skills

• Solid technology consulting experience

• Ability to foster trusted relationships throughout Salesforce including Customer Success, Sales and Product Management

• Demonstrated leadership skills

• Ability to manage highly-matrixed organizations

• In-depth enterprise & industry Knowledge

• Strong analytical background

• Delivery excellence & enterprise agility

• Ability to own complex program management for Salesforces most strategic customers

• Ability to deliver a strong execution plan/roadmap for accelerated transformation

Highly Desirable Skills & Certifications

• Certified Prosci Change Management Practitioner

• Digital Operating Model/Transformation credentials/experience

• Salesforce certifications and credentials

Detail Pekerjaan

Kami mencari kandidat yang luar biasa untuk bergabung dengan Tim Kesuksesan Pelanggan sebagai Manajer Utama Kesuksesan Pelanggan dan bekerja dengan keterlibatan pelanggan kami yang paling kompleks dan bernilai tinggi.

Anda adalah seorang profesional bisnis strategis dengan pengalaman dalam mendorong perubahan berbasis teknologi berskala besar. Dengan fokus pada peningkatan laba atas investasi, Anda akan menantang status quo pelanggan dan memengaruhi program transformasi berskala besar yang didukung Salesforce dengan tujuan untuk memperjuangkan budaya baru dalam kolaborasi bisnis dan TI, inovasi, ketangkasan, peningkatan adopsi, dan peningkatan berkelanjutan.

Dalam peran ini, Anda akan membawa pengetahuan industri dan perusahaan yang mendalam untuk memimpin transformasi yang diaktifkan Salesforce bagi pelanggan kami, dan secara proaktif membuat rekomendasi yang memberikan dampak P&L secara langsung. Anda akan memfasilitasi kemitraan antara pelanggan terbesar Salesforce dengan para eksekutif dan sumber daya ahli kami.

Kandidat yang berhasil dapat memperoleh keselarasan di berbagai pemangku kepentingan bisnis internal dan eksternal (misalnya, eksekutif dan mitra implementasi, tim produk), dan dapat membantu pelanggan merencanakan dan mentransformasi bisnis mereka dengan sukses melalui inovasi strategis dan realisasi nilai bisnis.

Sehari-hari, Anda akan memimpin tim (tanpa melapor kepada Anda secara langsung) yang terdiri dari Arsitek Sukses, Manajer Sukses, dan Spesialis untuk menyelenggarakan pertemuan harian, panggilan tata kelola mingguan, serta memandu tim untuk menyelesaikan situasi multi-cloud yang kompleks.

Tanggung Jawab Utama

* Mengembangkan pemahaman yang mendalam tentang bisnis dan industri pelanggan yang ditugaskan untuk memastikan dampak maksimum dari produk Salesforce

* Mengelola akuntabilitas Salesforce dengan pelanggan kami
* Memberikan kepemimpinan pemikiran strategi digital, dengan memanfaatkan platform multi-cloud Salesforce
* Mencakup, merencanakan, dan memimpin penyampaian keterlibatan yang memungkinkan hasil bisnis pelanggan yang diinginkan.
* Saat mendukung pelanggan pada hasil mereka, Anda berfokus pada atribusi langsung dari keterlibatan dan produk kerja mereka terhadap hasil Adopsi, Kinerja, Keterlibatan.
* Selaras dengan tingkat tertinggi Salesforce Success Plan (Signature) dengan memberikan nilai dari Success Engagement.
* Mempertahankan dan mengembangkan pelanggan yang paling kompleks, sambil memastikan bahwa pelanggan tersebut berada di level tertinggi dari Success Plan (Signature)
* Bertindak sebagai anggota senior tim, mewakili tim Customer Success dalam gerakan Perencanaan Akun Bersama dengan tim penjualan
* Memberikan rekomendasi kapabilitas dan layanan Salesforce tambahan
* Melalui keterlibatan strategis yang sukses, memastikan pencapaian hasil keuangan yang wajar untuk Salesforce:

* Pertumbuhan Pendapatan

* Pencegahan Churn/Atrisi

* Mengamankan Pembaruan

Persyaratan & Keterampilan Dasar

* Pengalaman konsultasi teknologi yang solid
* Kemampuan untuk membina hubungan tepercaya di seluruh bagian Salesforce termasuk Keberhasilan Pelanggan, Penjualan, dan Manajemen Produk
* Keterampilan kepemimpinan yang ditunjukkan
* Kemampuan untuk mengelola organisasi yang sangat terstruktur
* Pengetahuan perusahaan & industri yang mendalam

* Latar belakang analitis yang kuat

* Keunggulan pengiriman & kelincahan perusahaan
* Kemampuan untuk memiliki manajemen program yang kompleks untuk tenaga penjualan yang paling strategis
* Kemampuan untuk memberikan rencana eksekusi / peta jalan yang kuat untuk transformasi yang dipercepat

Keterampilan & Sertifikasi yang Sangat Diinginkan

* Praktisi Manajemen Perubahan Prosci Bersertifikat
* Kredensial/pengalaman Model Operasi Digital/Transformasi
* Sertifikasi dan kredensial tenaga penjualan

LI-Y

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