Senior Success Guide-Onboarding Service Cloud Full Time

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.

Onboarding Specialists warmly welcome our newest Salesforce Premier customers post-sale before they begin the implementation process, to ensure a positive initial experience with Salesforce and the achievement of customer business objectives. This role focuses on helping customers achieve rapid time to value, while helping them build a strong knowledge foundation for future growth with their Service Cloud product and the broader Salesforce Platform.

Acting as a trusted advisor to support customers during the onboarding phase and enable their pre-implementation readiness, our team collaborates with internal stakeholders and customers to guide initial onboarding conversations.

We are looking for a passionate, customer-centric, and results-oriented learner with a positive attitude who is agile in the face of a dynamic environment to join our team. Your work will directly influence customer experience, setting the stage for long-term engagement and success. By delivering outstanding value in the initial stages of the customer’s journey, you will contribute to our customers’ success and reinforce Salesforce’s reputation as an industry leader.

Job Responsibilities

• Become a Salesforce subject-matter expert for Service Cloud focusing on accelerating the initial “time to value” for new customers
• Be the customer’s first point of contact post-sale and welcome them warmly into the ecosystem
• Deliver virtual 1:1 engagements to educate and empower our customers to achieve business value using Service Cloud
• Use consulting skills to uncover initial business use cases and objectives, setting the stage for long-term customer success.
• Provide relevant recommendations specific to customers’ business needs
• Create tailor-made Success Paths for customers, detailing the steps that will ensure their business objectives are met
• Build positive relationships with both internal and external business partners, contributing to broader goals and growth.
• Actively leverage and contribute to the overall knowledge base and expertise of the community

Experience

• Proven track record in delivering success leading customer-facing presentations and engagements with strong communication and presentation skills.
• Relevant degree or equivalent qualification.
• 3+ years of Salesforce-related work experience helping customers achieve full business potential through technology.
• Able to work independently as a self-starter, manage time and prioritize activities while performing effectively under pressure.
• Able to apply customer success concepts, practices, and procedures to help drive customer success.
• Excellent presentation skills and the ability to hold the attention of a large group of attendees
• Comfortably navigating conversations with stakeholders at all levels, Administrators to C-suite

Qualifications And Skills

Must have

• Business Acumen – ability to discuss customer’s business needs and expected business value across various industries and company sizes.
• Communication Skills – convey ideas and solutions clearly and effectively
• Presentation Skills – ability to hold the attention of and speak to a varied group of stakeholders from Admin to C-suite
• Consultative Engagements with Customers – experience consulting customers on their business objectives and business strategy. Customer-focused approach and engagement style.
• Relationship Builder – personable and energetic, able to create rapport with our customers and provide a warm welcome
• Technical Acumen – experience with software solutions and ability to learn new technology fast
• Problem solving skills – thinking on your feet and finding solutions independently or in a group setting
• Organizational Change – accepting change as a constant and ability to thrive in a dynamic environment
• Salesforce Certifications – Salesforce Admin, Advanced Admin, Platform App Builder, Agentforce Specialist and Service Cloud Consultant Certifications are required in the role

Advantageous

• Project management – understanding of Project Management principles
• Software implementation – experience with successful software implementation/roll outs, in-depth understanding and the ability to effectively communicate on the topic of developing a successful Implementation Strategy
• Data literacy – ability to create and read reports and data
• Ability to prioritize and perform effectively under pressure

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 require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

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.