Senior Service Cloud Success Consultant

The Strategic Customer, Product, Partner Engagement Team (SCPPE) is the group within the Customer Success Group that holds our subject matter experts for all of Salesforce’s products, programs, and processes. Our product experts drive the relationship and alignment to their respective technology and product stakeholders and ensure that CSG Field and CSG Go-To-Market (GTM) professionals have the tools and information they need to be successful in their jobs as it relates to various products.

The Service Cloud Success Consultant provides tailored guidance to our most strategic customers leveraging their deep Service Cloud product expertise. Success Consultants work collaboratively in a team with other Success Consultants and Architects across the EMEA region and partner with key stakeholders at Salesforce such as Success Managers, Services, Support, Product Management, and Engineering to make our customers successful.

A Salesforce Service Cloud Success Consultant is an experienced subject matter expert of Salesforce Service Cloud (technical or functional) in general. The Success Consultant can quickly establish relationships with both business and technical audiences and serve as a trusted advisor in crucial conversations. We are grounded in business value - increasing adoption, enabling services opportunities, preventing attrition & supporting big-bet sales opportunities.

THE SUCCESS CONSULTANT'S RESPONSIBILITIES

Strategic Engagements

• Support Strategic Customer Engagements that leverage deep Service expertise
• Governance Best Practices and a good understanding of the larger Salesforce ecosystem to drive business value for both our customers and Salesforce
• Proactively work with strategic customers to create a joint vision, review architecture, suggest best practices, and clear roadblocks
• Support Success Manager enablement on emerging technologies or product trends and initiatives through i.e. internal webinars

Targeted Interventions

• Red Account requiring technical or functional support to help resolve and reduce attrition risk
• Select 1-to-many Customer-Facing Product/Feature Adoption Webinars
• Summarise top Product Gaps in EMEA for TMP teams and collaborate on product improvements
• Work with professional services to ensure success targets and provide support for project teams.

EXPERIENCE AND SKILLS

• 4+ years experience in consulting, technical support, or project management -- preferably with Salesforce Service Cloud or related applications in a SaaS environment.
• Experience with the Service or Support consultancy, working in projects or customers, and deep understanding of business processes within Service
• Understanding of business processes including Call Centers, Service Desks, Support organizations
• Deep functional, technical, or customer domain knowledge of the Service Cloud products and features, capabilities, best use and how to deploy, knowledge how to integrate the Salesforce platform and ecosystem.
• Experience dealing with large scale, technologically or functionally complex accounts, which are constantly challenging product capabilities
• Strong communication skills, both written and verbal. Able to effectively develop materials that are appropriate for the audience and evangelize best practices.
• Ability to work independently and be a self-starter, prioritize, managing multiple concurrent engagements for high-quality outcomes, and perform effectively under pressure.
• Aptitude both for analyzing technical concepts and translating them into business terms, and for mapping business requirements to technical features
• Creative solution finding including technological, business & organizational aspects

DESIRED QUALIFICATIONS AND CERTIFICATIONS

• Salesforce product certifications including Salesforce Administrator or Service Cloud
• Multilingual speaker including English, French, German, Spanish or Italian, etc

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