Manager, Success Guide Marketing Cloud

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Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

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:
Own all facets of day-to-day management of the Success Guide team including:

• Training and career development.

• Coaching to drive high-quality deliveries that lead to successful customer business outcomes.

• Managing team capacity and driving productivity targets.

• Manage a high performing team that consistently delivers on and/or exceeds, the high standards of the team and makes a strong impact to Salesforce.

• Report on engagement activity and deliver feedback on weekly scorecard and productivity metrics to senior management.

• Laser-focused on driving operational and business performance. Collaborates with other Success Guide Managers on the execution of business objectives and support programs to drive operational excellence.

• Shadows Success Guide engagement to ensure quality and professionalism in delivery.

• Recognizes trends and skill gaps and works with both internal stakeholders to address these gaps and execute solutions to respond to business and customer needs. Works to up-level their team to address and close skill gaps.

• Leads the team with empathy and inclusion and provides an environment for collaboration, honest feedback and support.

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.).

NOTE: By applying to the Manager, Success Guide posting recruiters and hiring managers across the organization hiring these roles will review your resume. Our goal is for you to apply once and have your resume reviewed by multiple hiring teams.

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. 

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

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.