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FTE: CSG Associate Success Manager, Chicago

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Category:  University Recruiting - Non Tech
Location:  US - Illinois - Chicago
02/14/2017
Associate Success Manager - Full Time
As an Associate Success Manager, you typically manage a portfolio of customers; for High Touch customer segments, for Scale, based on skill groups. You engage at the Business Unit and C-Level from initial sale of licenses and as necessary throughout the customer life cycle. You proactively identify and prioritize accounts to focus efforts within a defined territory based on perceived risk, potential growth, strategic value, and renewal time-frame. As required, you are responsible for managing the on-boarding of newly allocated customers, the Circles of Success, and the promotion of Communities and Webinars for your portfolio of customers. As a seasoned and effective member of the team, generally performs role with regular supervisor check-ins. Completes assignments and fulfills broad responsibilities where required outcomes are defined, but methods and procedures may vary based on professional judgment precedent.

Some latitude for un-reviewed action. Confers with supervisor on unusual matters.

Experience:

New College Graduate and relevant experience at salesforce.com or elsewhere, that includes: business process, program management and/or change management expertise; application functional or IT expertise in combination with exceptional customer management experience at the C-level; driving customer relationship and alignment at all levels in order to execute an overall account strategy.

Able to:
  • Strong coaching skills.
  • Solid interpersonal skills.
  • Ability to objection handling up to senior level.
  • Ability to effectively communicate at management and executive levels.
  • Ability to partner with customer on KPI development and overall program goals and drive cross-organizational alignment at the executive level.
  • Ability to effectively contribute in an account team environment.
  • Innovate by introducing new ideas & best practices.
  • Delivers customer presentations.
  • Ability to identify key customer issues and request internal SFDC support to resolve.
  • Support the renewal process.
  • Partner with the Success Architects to ensure customer's technical health and growth.
  • Articulate the SEV, the CFL One Story, and any other SFDC strategic frameworks.

Proficient with:
  • Expertise and experience dealing with large, complicated, political accounts at the most senior IT & business levels (preferably recent direct hands-on executive experience).
  • Knowledge of SFDC product & platform features, capabilities, & best use; ability to apply wide variety of concepts, practices and procedures.
  • Knowledge of SFDC competitive landscape & technical ecosystem.
  • Competent with applying the concepts, practices and procedures of customer success management.
  • Demonstrate knowledge of Project Management and Program Strategy.
  • Working knowledge of business process automation.
  • Industry knowledge, if required (i.e. Telecommunications, Hi-Tech, Financial Services).
  • Working knowledge of change management concepts; ability to speak at a high level about impacts to programs.


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