The role
the role of the success guide manager is a forward-thinking leader responsible for hiring, building and developing a team of success guides focused on the virtual delivery of 1:1 educational engagements with customers.
1:1 engagements are designed to increase adoption, provide functional best practices and product education while ensuring customer success.
In this role you will ensure consistent delivery best practices are applied and influence the overall global engagement and delivery approach. Ensuring the success of our success guides while securing the highest csat and business outcomes is a top priority. This is an incredible opportunity to become part of a leading team that drives growth and expertise across the most innovative company in the world.
Responsibilities
manage a team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
Set team goals in alignment with cloud success objectives. Assist direct reports in the definition and attainment of individual goals.
Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.
Ensure the delivery of high-quality technical and soft-skills training for direct reports.
Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed-upon performance and employee development goals.
Effectively represent the cloud success department on cross-organizational teams to deliver on organizational objectives.
Manage workflows and schedules for direct reports and ensure adequate workload coverage.
Deliver regular reports that provide qualitative and quantitative descriptions of business performance.
Manage key processes including faq analysis, case reviews, and customer feedback analysis.
Develop and maintain cloud success procedures and policies.
Advocate for customers and define ways to continually add value to the customer experience.
Serve as a manager, mentor, knowledge resource, and escalation point for support engineers; build credibility and trust within the support group.
Experience & desired skills
3 years of people management experience and strong coaching and personnel development skills.
Strong analytical skills with the ability to oversee and manage the success guides team’s business metrics, productivity and outcomes leveraging the salesforce platform.
Self-directed has the ability to prioritise, multi-task and perform effectively under pressure.
Strong verbal and written communication skills, as well as, excellent presentation skills.
Knowledge of the salesforce ecosystem.
Experience will be evaluated based on alignment to the core proficiencies for the role (e.g. extracurricular leadership roles, volunteer work, etc.).
Benefits & perks
comprehensive benefits package including well-being reimbursement, generous parental leave, adoption assistance, fertility benefits, and more!
World-class enablement and on-demand training with trailhead.com
exposure to executive thought leaders and regular 1:1 coaching with leadership
volunteer opportunities and participation in our 1:1:1 model for giving back to the community
for more details, visit https://www.salesforcebenefits.com/
in school, or graduated within the past 12 months?
Please visit futureforce for opportunities.
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