Partner Success Manager

**Job Category **:Alliances & Channels

**Job Details**:
The Partner Success team is part of the Alliances & Channels organization at Salesforce, responsible for developing/maintaining enablement relationships with our most strategic Consulting and AppExchange partners. Partner Success Advisors are irreplaceable members of a broader account team responsible for driving the business, technical, and customer success of an assigned portfolio of strategic partner accounts by monitoring the adoption, delivery, implementation, and return on investment of their success program benefits.

Come and work in our outstanding team, where it will focus on a programmatic approach to Partner implementations. This is a newly crafted role, ideally suited to someone with sales development experience and familiar with the Salesforce ecosystem.

Technical role, requiring a combination of Salesforce product knowledge, project management skills and the ability to ask the right questions to uncover Partner challenges and provide solutions.

**Responsibilities**:

- Guide Partners through a Get Well Program
- Build a community of Success Managers and Customer Success Practices in our Resell and Scale partners.
- Lead Partner Implementation Health Reviews and provide relevant technical recommendations on solutions and improvements specific to customers’ business needs
- Collaborate with Partners to provide ultimate methodologies, strategic guidance and to review key outputs for the Proposal and Implementation Phase of Salesforce solutions (approach, architecture, staffing plans) to improve customer success.
- Uncover projects may have implementation risk, collect key requirements and act as liaison between the Partner and the Account Team
- Critical issue Management & Red Account Resolution - Using Data to guide High Risk areas and Prioritise Efforts according to Risk
- Support and focus on high risk implementations of Emerging/Lighthouse Products, Certifications gaps, and/or Industry/Sector experience
- Identify embedded staffing needs as resultant from Partner capacity and proficiency constraints and work with the CSG sales teams as needed for placement of consultants
- Lead the embedded staffing teams deployed in Partner projects
- Provide ongoing reviews of Partner projects to assess progress, provide guidance and assess risks
- Proactively mitigate and run Red Accounts and critical issues for assigned Partner projects; communicate effectively and appropriately with leaders and executives
- Lead multiple projects and Partners simultaneously
- Conduct regular business reviews with Partners
- Contribute to the Continuous Improvement Cycle and Review to shape Resell and Scale Customer Success through Partners
- Work closely with Partners to deliver the best methodologies for continuous improvement post initial implementation, guidance re: run service offerings, technical debt and shelfware reduction strategies and identification of new ACV opportunities through a deeper understanding of Customer Strategy and desired business outcomes.

**Experience/Skills Required**:

- Experience will be evaluated based on alignment to the core proficiencies for the role (e.g. extracurricular leadership roles, military experience, volunteer work, etc.).
- Experience and ability in delivering advisory services and technical understanding in SFDC solutions and products including Cross Cloud, CPQ, Billing, FSL, Health Cloud and Commerce Cloud **preferred**:

- Scoping, sizing, leading, and running project implementation teams for enterprise-level, complex CRM projects
- Excellent analytical & problem solving skills with solid technical and/or functional proficiency, and ability to collaboratively engage with both internal and external partners in a high velocity, highly dynamic work environment
- Ability to diplomatically influencing Partner outputs such as proposals, staffing plans, architectural recommendations
- Strong leadership, relationship building, and negotiating skills.

**Any of the following certifications are highly regarded**:
LI-Y

**Accommodations**:
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