Associate Customer Success Area Lead

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About Salesforce

We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

Role Description

We're looking for an Associate Customer Success Area Lead who is passionate about helping our clients maximize the value and potential of their Salesforce products. In this pivotal role, you'll drive customer success and minimize attrition by proactively engaging with customers and strategically managing our SMB Proactive Customer Success program. You'll be responsible for vetting, engaging, and providing tailored solutions to targeted at-risk customers, ultimately enhancing their experience and promoting successful renewals.

The ideal candidate is highly organized and deeply committed to proactive customer success management. You're genuinely enthusiastic about delivering engaging presentations and connecting with audiences virtually. With a natural curiosity for technology, you excel at identifying customer pain points and business challenges. Leveraging your expertise and exceptional communication skills, you consistently deliver outcomes aligned with customer needs and objectives. Your greatest satisfaction comes from fostering a deep appreciation for Salesforce within clients, reflecting your passion for the platform.

• Conduct proactive "wellness checks" with at-risk customers to assess their status, identify concerns, and gather information for resolution.

• Uncover customer issues, identify risks to adoption, and provide tailored plans of action.

• Collaborate seamlessly with sales, customer success, and renewals teams to ensure comprehensive customer support and swift issue resolution.

• Clearly articulate product and business value, demonstrating how these values drive customer decisions.

• Offer tailored advice and insights to help customers maximize their current ROI and make them aware of the added value of other Salesforce products.

• Translate complex business needs into actionable solutions, partnering effectively with cross-functional teams.

• Commit to continuous learning through certifications and online courses to stay at the forefront of Salesforce innovation.

• Excellent customer-facing communication and presentation skills.

• Proven ability to handle objections, prioritize customer issues, and effectively drive resolution and program success.

• Strong collaborative skills, capable of working with diverse teams while also demonstrating self-direction and independent learning.

• Exceptional organizational skills and a proven ability to work effectively to deadlines.

• Demonstrated ability to manage time, prioritize activities, perform effectively under pressure, and employ solution-focused problem-solving.

• Working knowledge of core business processes (Sales, Marketing, Service, Support).

• Working knowledge of the overall Salesforce platform suite and applications.

• Proven success leading customer-facing presentations and engagements.

• A consultative and customer-focused approach and engagement style.

• Ability to navigate, escalate, and lead efforts on complex customer requests.

Note: This role is office-flexible, and the expectation is to be in-office a minimum of three (3) days per week.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.