Success Guide, Marketing Cloud at Salesforce Futureforce


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Job Category

Customer Success Group
The role of the Success Guide is crucial in helping to grow value and improve adoption. The Success Guide will engage with customers across all account segments, delivering 1: many programs and 1:1 success guidance to all Marketing Cloud Premier customers from the Hubs. They will lead the success of all customers from a pooled model. With the support of AI and automation, Success Guides provide the right recommendation at the right time, enabling customer value realization at scale.
The ideal Success Guide is organized, agile, and passionate about Customer Success. They have excellent presentation and communication skills in both a 1 on 1 and group setting. Using their product knowledge they deliver value to both customers and internal teams.

Responsibilities

  • Deliver 1:1 & 1:Many Success Programs
  • Action Best Practice Insight
    • Marketing Cloud Product Education
    • Technical Advice
    • Adoption Guidance
  • Accelerate Feature Adoption
  • Drive Guided Success Engagements
  • Support Success Teams

Preferred Qualifications & Skills

  • 2+ yr Experience
  • 1+year Marketing Cloud Experience
  • Functional and/or Technical Expertise
  • Consultative Communications
  • Solution-Focused Problem Solving
  • Project & Risk Management

Leadership Qualities

  • COMPOSURE: Strong customer-facing communication and interpersonal skills with the ability to support complex engagements
  • EXPERTISE: Working knowledge of industry best practices and implementation experience of the salesforce product suite
  • LEARNER: Has a passion for continued education in new technologies and complex business and technical concepts
  • PASSION: Passionate about Customer Success and is a great listener
  • OHANA: Embodies Aloha culture and a team player that everyone enjoys working with and has a generous heart
  • TRUST: Ability to earn the trust of the customer and lives the company’s core values

LI-Y

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