Salesforce Customer Success Manager Senior Technical 

Japan, Tokyo 

836769736

Job Category

Job Details

• Leverage our Customer Success Methodology and partner with customers stakeholders to understand their goals, assess their capabilities and providecomprehensiverecommendations to help them accelerate achievement of their business and technology objectives
• Developa deepunderstanding and knowledge of customer’s Salesforce implementation and evangelize the capabilities of Salesforce across all of our Clouds
• Guide a customer on org strategy, governance and change management best practices based on customer needs
• Can demonstrate hands-on Salesforce product knowledge by applying platform features and functions to customer business priorities and roadmap
• Proactively identifycomprehensiverisks to the customer achieving theirstrategic goals and work with the account team to develop and execute a strategic risk mitigation plan.
• Produce and execute a comprehensive adoption path showing the current state, target future state with timeline, and an underlying enablement plan,ensuring alignment with the customer’s long-term business strategy.
• Deliver business value and innovation to a customer’s business by understanding our customers’ key business challenges and potential for growth
• Identify revenue opportunities and partner with the account team to expand Salesforce business
• Build and foster executive-level relationships with the customer’s IT, business executive leadership, andC-level executivesto solidify our strategic partnership and commitment to their business and IT leadership.
• Working collaboratively with the account team and Salesforce Execs, effectively network within accounts from the Executive-Level down, in order to help customers achieve their objectives
• When appropriate, recommend additional Salesforce services and advisory experts needed to drive success
• Proactively communicates technical product changes, degradations, outages, end of life and other relevant updates
• Provide escalation management on critical cases by working closely with Support, Global Team, and/or Development to provide regular status updates to the customer.
• Coordinate communications with all required internal and external stakeholders on crucial support cases and high priority issues.

• Experienced professional with proven relevant industryexpertise
• In-depth knowledge in one or more line of businesses (LoB) - a specific cloud or industry
• Strong consulting skills and proven results working as a Trusted Advisor to drive business value for customers
• Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and adept at handling objections
• Provendeepunderstanding of Salesforce product and platform features, capabilities, and best use is highly desired
• Able to articulate the importance and value of Governance to Business and IT executives
• Good understanding of enterprise architecture principles strongly preferred
• Ability to quickly grasp and distinctly explain technological and business concepts
• The candidate should have the following experience/knowledge
  • Strong knowledge of business processes (Sales, Service, Marketing, Support) , business applications, and automation.
  • In depth understanding of the database, application, and network technologies used in Cloud Computing (e.g knowledge of network topologies and devices, database concepts and SQL, multi-tenancy).
  • Knowledge of the software development lifecycles and of software design methodologies (coding experience useful, but not required).
• (Optional) Understanding of AI and machine learning concepts, understanding of the agent platform, how to configure and deploy agents, integrate them into existing flows, automation, API connection, etc.
• Fluency in Japanese and basic English skills

• PASSION: Passionate about Customer Success
• THOUGHT LEADER: Strong point of view and executive presence. Confident, but not arrogant, phenomenal storyteller
• URGENCY: Ability to adapt quickly and drive business value and results
• OHANA: Embodies Aloha culture: A standout colleague that everyone enjoys working with and has a generous heart
• TRUST: Trust the company’s core values
• ADAPTABLE: Excels in high levels of uncertainty and change

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