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Portfolio Success Manager- Datorama at Salesforce.com

Posted in Other 30+ days ago.

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Type: Full Time
Location: New York, New York





Job Description:

JOB CATEGORY

Customer Success Group

JOB DETAILS

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PORTFOLIO SUCCESS MANAGERS (PSM) HELP TO BRIDGE THE GAP BETWEEN THE BUSINESS PROBLEMS OF MARKETERS AND THE SOFTWARE SOLUTIONS OF DATORAMA AND SALESFORCE. THE ROLE OF THE PSM IS TO ENSURE ADOPTION OF THE DATORAMA PLATFORM BY BECOMING A PLATFORM EXPERT AND RELATIONSHIP MANAGER, A ROLE THAT ENCOMPASES PRODUCT EXPERTISE, PROJECT MANAGEMENT, DATA ANALYSIS, TRAINING AND COACHING. PSMS ARE THE PARTY ULTIMATELY RESPONSIBLE FOR ENSURING SUCCESSFUL ADOPTION OF THE DATORAMA PLATFORM. EQUAL PARTS TECHNICAL WIZARD AND TRUSTED ADVISOR, PSMS WORK CLOSELY WITH THE WORLD S MOST SOPHISTICATED MARKETERS, AGENCIES AND BRANDS, AND ENABLE THEM TO MAKE ACTIONABLE INSIGHTS FROM VAST AMOUNTS OF DATA.

RESPONSIBILITIES:

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ENSURE CUSTOMERS ADOPT AND DERIVE MAXIMUM VALUE FROM THEIR INVESTMENT IN DATORAMA, UTILIZE THEIR LICENSES, IDENTIFY NEW OPPORTUNITIES FOR USAGE, AND COLLABORATE WITH OTHER SALESFORCE MARKETING CLOUD STAKEHOLDER TEAMS.
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PARTNER WITH ACCOUNT MANAGEMENT TO SUCCESS PLAN IN ORDER TO DRIVE CUSTOMERS TOWARDS THE ADOPTION OF ADDITIONAL USE-CASES.
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TRAIN NEW CUSTOMERS ON HOW TO USE THE DATORAMA PLATFORM IN A WAY THAT IS TAILORED TO THEIR SPECIFIC USE-CASE AND IMPLEMENTATION.
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MONITOR AND INTERPRET CUSTOMER USAGE DATA, HEALTH INDICATORS, AND USE-CASE GROWTH OPPORTUNITIES AND TRANSLATE INTO STRATEGIES FOR SUCCESS.
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COLLABORATE WITH CROSS-FUNCTIONAL TEAMS SUCH AS PROFESSIONAL SERVICES, ACCOUNT MANAGEMENT, AND GLOBAL SUPPORT TO ENSURE THE PROPER APPROACH IS TAKEN HOLISTICALLY TO MAXIMIZE A NEW CUSTOMER S SUCCESS.
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PLAY A FUNDAMENTAL PART IN COACHING CUSTOMERS TO ESTABLISH AND MANAGE THEIR CHANGE MANAGEMENT/GOVERNANCE/CENTER OF EXCELLENCE PROGRAMS.

YOUR IMPACT:

SUCCESS WILL BE MEASURED BY MOVING THE NEEDLE ACROSS YOUR PORTFOLIO OF CLIENTS IN THE FOLLOWING CATEGORIES. IT WILL ALSO BE MEASURED BY THE BREADTH AND DEPTH OF CUSTOMER RELATIONSHIPS; CONTRIBUTIONS TO THE ROLE AND PROCESS IMPROVEMENT; ESCALATION AND RISK MITIGATION MANAGEMENT; AND PROVEN LEADERSHIP.

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CUSTOMER ENGAGEMENTS
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PORTFOLIO ATTRITION
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ADOPTION

SEE SKILLS BELOW:

REQUIRED QUALIFICATIONS & SKILLS:

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STRONG TECHNICAL AND PROBLEM SOLVING SKILLS
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ABILITY TO WORK WITH AND UNDERSTAND DATA MODELS, LARGE DATA SETS
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EXPERIENCE WORKING DIRECTLY WITH CLIENTS AND BALANCING THEIR NEEDS
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DEEP UNDERSTANDING OF CUSTOMER SUCCESS PRINCIPLES, APPROACHES AND CONSIDERATIONS
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5+ YEARS RELEVANT WORK EXPERIENCE
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BACHELOR DEGREE REQUIRED

LEADERSHIP QUALITIES:

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PASSIONATE ABOUT CUSTOMER SUCCESS
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STRATEGIC THINKER
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PROACTIVE, ORGANIZED, AND DETAIL-ORIENTED
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EXCELLENT COMMUNICATION AND CONTENT DEVELOPMENT SKILLS
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PROGRAMS OR PROJECT MANAGEMENT SKILLS
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PROVEN EFFECTIVENESS AT LEADING AND FACILITATING EXECUTIVE MEETINGS AND WORKSHOPS

PREFERRED QUALIFICATIONS & SKILLS:

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AN UNDERSTANDING OF APIS
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EXPERIENCE WORKING WITH RELATIONAL DATABASES OR A CONCEPTUAL UNDERSTANDING OF:

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RELATIONAL DATABASE STRUCTURES
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ETL PROCESSES
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SQL

STRONG UNDERSTANDING OF THE DIGITAL MARKETING ECOSYSTEM, ITS VOCABULARY AND KEY METRICS

EXPERIENCE FACILITATING CUSTOMER MEETINGS AND PRESENTING TO AN EXECUTIVE LEVEL AUDIENCE IN A CONCISE, INSPIRATIONAL AND CONVINCING MANNER

ACCOMMODATIONS - If you require assistance due to a disability applying for open positions please contact the Salesforce.com Recruiting Department.

POSTING STATEMENT

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.


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