Location : Casablanca, Morocco JOB DESCRIPTION Strategic Customer, Product & Partner Engagement (SCPPE) is the team within Salesforce Customer Success Group (CSG) that holds subject matter experts for all of Salesforce’s products, programs, and processes.
Our product experts drive the relationship and alignment to their respective technology and product stakeholders and ensure that CSG Field and Go-To-Market (GTM) professionals have the tools and information they need to be successful in their jobs as it relates to various products.
Core Platform Success Consultants provide tailored guidance to our most strategic customers leveraging their deep Salesforce product expertise.
Success Consultants work collaboratively in a team with other Success Consultants and Architects across the EMEA region and partner with key stakeholders at Salesforce such as Success Managers, Services, Support, Product Management, and Engineering to make our customers successful.
A Salesforce Core Platform Success Consultant is an experienced subject matter expert of Salesforce Core Platform (technical or functional) and the CRM domain in general.
The Success Consultant can quickly establish relationships with both business and technical audiences and serve as a trusted advisor in crucial conversations.
They are grounded in business value - increasing adoption, enabling services opportunities, preventing attrition & supporting big-bet sales opportunities.
THE TECHNICAL SUCCESS CONSULTANT'S RESPONSIBILITIES Strategic Engagements Support strategic customer engagements that leverage deep CRM expertise, governance best practices, and a good understanding of the larger Salesforce ecosystem to drive business value for both our customers and Salesforce Proactively work with strategic customers to create a joint vision, review architecture, suggest best practices, and clear roadblocks Support Success Manager enablement on an emerging technology or product trends and initiatives through i.
e. internal webinars Targeted Interventions Customers requiring technical or functional support to help resolve and reduce attrition risk Select 1-to-many customer-facing product / feature adoption webinars Summarise top product gaps in EMEA for TMP teams and collaborate on product improvements Work with professional services to ensure success targets and provide support for project teams.
EXPERIENCE AND SKILLS 5+ years experience in technical support or consulting, including deep functional and technical knowledge in CRM products or related applications in a SaaS environment.
Architecture exposure across systems integration, application architecture, TOGAF, PaaS, SaaS, ALM would be desirable. Experience dealing with large-scale, technologically, or functionally complex accounts, which are constantly challenging product capabilities.
Strong communication skills, both written and verbal. Able to effectively develop materials that are appropriate for the audience and evangelize best practices.
Ability to work independently and be a self-starter, prioritize, manage multiple concurrent engagements for high-quality outputs and perform effectively under pressure.
Aptitude both for analyzing technical concepts and translating them into business terms, and for mapping business requirements to technical features Understanding of business processes like Sales, Commerce, Service, and Support DESIRED QUALIFICATIONS AND CERTIFICATIONS Salesforce product certifications including Salesforce Administrator, Platform App Builder or Platform Developer Multilingual speaker including English, French, German, Spanish or Italian, etc Functional or technical knowledge of Salesforce Core Platform products and features such as Sales Cloud, Service Cloud, and Communities.
An understanding of capabilities and best practices.