Service Excellence, Senior Manager

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Job Category

Customer Success Group

Job Details

About Salesforce:

Salesforce, the Customer Success Platform and world’s #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, one of the World’s Most Innovative Company according to Forbes, and one of Fortune’s 100 Best Companies to Work for 11 years running. The growth, innovation, and spirit of Salesforce are motivated by our incredible employees who excel at delivering success for our customers while also finding time to give back through our 1/1/1 model.

Role Description:

The Service Excellence team is part of the success organisation passionate about precision engagements that provide our customers the right expertise, at the right time, to drive adoption and build the business value they need most. We work with Salesforce’s top customers to help mentor them on how to build self sustaining service functions that can keep pace with market changes and growing customer expectations.

We strive to deeply understand the business goals, objectives and metrics our customers are trying to drive. Discovery helps us build a view of which service and groundbreaking capabilities are key to their success so that we can make well-rounded, people, process and tool recommendations for how they can improve the maturity of their customer service functions and achieve their goals. We focus on enabling service organisations to show their true value to a business at large and enable phenomenal employee and customer experiences. In addition to working directly with customers, we also focus on crafting thought leadership and building assets to scale our efforts across our ecosystem.

If you are passionate about Customer Success, and are always looking for ways to make customer interactions with companies fabulous, you are in the right place. We draw upon thousands of evidence-based success stories, our culture, and core values to partner with our clients and move towards groundbreaking change.

Responsibilities:

• Drive executive interactions and conduct alignment workshops with service leaders

• Connect customers’ strategic direction to their strategy and map their business goals to the Salesforce ecosystem

• Run gap assessments to show which service capabilities need to be enabled and why

• Develop content that details the best approach for multiple service capabilities

• Partner with customers to test best practice content in service of redesigning service processes and establishing capability-based roadmaps supported by Salesforce platform features

• Guide customers on how to establish the right customer service behaviours

• Scale insights from customer engagements across Salesforce

• Drive experience-led thought leadership to build solutions illustrating a future state

• Contribute through Salesforce solutions to transform the way our customers engage with their employees, customers and partners

• Align cross functional fields to operationalize the best approach with improved operating models and governance strategies

• Shift people’s approaches and behaviours across the enterprise to help achieve the customer’s business transformation vision

• Identify new opportunities to build business and customer value, thereby growing the Service Excellence team’s impact and helping Salesforce gain driven advantage in the market

• While no college degree is required, you should have extensive experience in customer service / contact centre consulting, or within industry.
  

Skills and Requirements:

• Proven relevant leadership or consulting experience driving organisational transformation using functional expertise in customer service and customer engagement; knowledge of the Salesforce platform; industry expertise; and strategic problem-solving skills to help customers transform their business

• Deep understanding of customer service trends as they relate to business processes and the technology employed across the industry

• Experience in customer service strategy, service leadership, or service operations

• Able to optimally develop materials that are appropriate for the audience and evangelize best practices.

• Strong presentation skills. Comfortable to optimally present and patiently defend point of view to a variety of audiences.

• This a remote position, however travel can be an important part of this role, and will be based on individual customer needs. (25%-75%)

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