Key Responsibilities:
- Customer Success Leadership: Serve as a trusted advisor to customers, influencing their outcomes and accelerating Data Cloud & Agentforce consumption.
- Strategic Engagement: Partner with strategic customers to understand their business and technical goals, and create tailored plans to drive adoption and ROI.
- Cross-functional Collaboration: Work closely with sales, product, engineering, and support teams to ensure a seamless customer experience.
- Onboarding & Enablement: Lead customer onboarding, ensure successful go-lives, and guide continuous consumption post-sale, ensuring full integration of Data Cloud & Agentforce into their operations.
- Value Realization: Develop and execute strategies that deliver business value, helping customers achieve their goals while driving scalable consumption and growth.
- Technical Guidance: Provide deep product expertise to customers, including hands-on guidance on Data Cloud & Agentforce architecture and best practices.
- Risk Mitigation & Problem Resolution: Proactively identify and address potential risks, working with customers and internal teams to mitigate challenges and keep projects on track.
- Executive Relationships: Build strong, long-lasting relationships with customer executives and key decision-makers to ensure sustained success and value from the Salesforce platform.
- Feedback Loop: Collaborate with Salesforce Product teams to provide customer feedback, advocate for product improvements, and contribute to future feature development.
Required Experience and Skills:
- Experience: 7+ years in customer-facing roles involving Data, AI, Analytics, and CRM solutions, with a proven track record in guiding customers to success.
- Technical Expertise: Strong technical background with hands-on experience in CRM, Data Architecture, and AI/ML technologies. Expertise in Salesforce platforms (Admin, Advanced Admin), marketing tools (Salesforce Marketing Cloud), and modern cloud data platforms (Snowflake, Databricks, BigQuery, RedShift).
- AI & ML Knowledge: Experience with machine learning, AI concepts (both predictive and generative AI), and communicating technical concepts effectively to both technical and non-technical audiences.
- Industry Expertise: In-depth understanding of industry-specific use cases, integration patterns, and how to leverage data architecture to deliver business value.
- C-Level Communication: Proven ability to influence and communicate effectively with senior executives, guiding difficult conversations and driving action.
- Proactive & Independent: A self-starter who thrives in an autonomous role, with the ability to manage tasks independently while collaborating with remote teams and customers.
- Data Ethics & Privacy: Commitment to upholding data security, privacy, and ethical standards while ensuring customers comply with relevant regulations.
- Facilitation Skills: Expertise in facilitating workshops, whiteboarding sessions, and discovery conversations that uncover customer needs and drive innovative solutions.
Technical Abilities:
- Salesforce Platform Knowledge: In-depth knowledge of Salesforce's cloud solutions and hands-on experience with Salesforce Clouds, including Data Cloud and Agentforce.
- Data Architecture & Analytics Tools: Experience with modern cloud data platforms (e.g., Snowflake, Databricks), analytics tools (e.g., Tableau, Looker, Power BI), and programming frameworks (e.g., Python, R, Jupyter Notebooks).
- Machine Learning & AI Expertise: Hands-on experience with machine learning frameworks, including predictive and generative AI models, and the ability to integrate these into customer solutions.
- Emerging Technologies: Passion for exploring and experimenting with new AI technologies, including large language models (LLMs) and agent-based systems.
Preferred Qualifications:
- Hands-on experience in building and deploying 0-1 products at startups or large companies.
- Advanced certifications in Salesforce or related technologies.
- Strong network within the Salesforce ecosystem and industry-specific knowledge.
