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Job Category Customer Success Group
Job Details 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 and Desired Skills: BA/BS Degree (or equivalent) 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 with the ability to prioritize, multi-task and perform effectively under pressure. Strong verbal and written communication skills, as well as excellent presentation skills. Knowledge of the Salesforce ecosystem. Accommodations
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