Customer Success Manager, Senior Manager (Manufacturing)

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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.
The Experience
Success Managerは、ビジネス、業界、製品に関する深い知見を活かしてお客様とパートナーシップを築き、お客様がSalesforceへの投資から得るビジネス価値とリターンを加速できるよう導きます。この役割では、Success Managerは1つ以上の事業部門(LoB)、特定のクラウド、または業界を専門とし、お客様の言葉で語り、お客様の価値実現を確実にします。主要なステークホルダーレベルで連携し、強い信頼関係を築き育むことで、お客様のデジタルジャーニーの推進を支援します。Success Managerは、お客様のニーズに応じて、市場セグメント、規模、ソリューションの複雑さ、ライフサイクルが異なるお客様と直接協働します。理想的なSuccess Managerは、お客様の言葉で語ることができるクラウドの専門性と業界スキルの両方を備えています。
What You'll Actually Be Doing
Customer Success Methodologyを活用し、お客様のステークホルダーと連携して、目標の理解とケイパビリティの評価を行い、ビジネス目標とテクノロジー目標の達成を加速するための提案を行う
お客様のSalesforce導入状況に関する理解と知識を深め、すべてのCloudにわたるSalesforceの機能を広める
お客様のニーズに基づき、組織戦略、ガバナンス、チェンジマネジメントのベストプラクティスについてお客様をガイドする
プラットフォームの機能をお客様のビジネス優先事項やロードマップに適用することで、Salesforce製品に関する実践的な知識を示すことができる
お客様が掲げるビジネス目標の達成を妨げるリスクを積極的に特定し、アカウントチームと協力してリスク軽減計画を策定する
現状、タイムラインを伴う目標とする将来像、およびその基盤となるイネーブルメント計画を示した、包括的な活用推進パスを作成し、実行する
お客様の主要なビジネス課題と成長の可能性を理解することで、お客様のビジネスにビジネス価値とイノベーションをもたらす
お客様のITおよびビジネスのエグゼクティブリーダーシップ、スポンサー、意思決定者との間に経営層レベルの関係を築き育み、お客様のビジネスおよびITのスポンサーやステークホルダーに対する当社のパートナーシップとコミットメントを確固たるものにする
アカウントチームおよびSalesforceのエグゼクティブと協力しながら、お客様が目標を達成できるよう、経営層から現場まで、アカウント内で効果的にネットワークを構築する
適切な場合、成功を推進するために必要な追加のSalesforceサービスやアドバイザリーの専門家を提案する
製品の技術的な変更、性能低下、障害、サポート終了、その他の関連する最新情報を積極的に伝える
日本語の流暢な運用能力(読む、書く、聞く)
You're Our Person If...
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Even Better If...
製造業での7〜10年の専門知識を持つ経験豊富なプロフェッショナル
1つ以上の事業部門(LoB)(特定のクラウドまたは業界)に関する深い知識
優れたコンサルティングスキルと、Trusted Advisorとしてお客様のビジネス価値を推進してきた実績
C-Levelとの効果的で影響力のある対話を推進し、難しい議論を円滑に進め、異論にも巧みに対応できる力
Salesforceの製品およびプラットフォームの機能、能力、最適な活用方法に関する深い知識(強く望まれます)
ガバナンスの重要性と価値をビジネスおよびITのエグゼクティブに説明できる力
エンタープライズアーキテクチャの原則に対する十分な理解(強く望まれます)
テクノロジーとビジネスの概念を素早く理解し、明確に説明できる力
The Experience
The Success Manager leverages deep business, industry and product knowledge to partner with customers and guide them to accelerate business value and return from their investment with Salesforce. In this role, the Success Manager will specialize in one or more line of businesses, a specific cloud or industry to speak the customer language and ensure customer value realization. They are aligned at key stakeholder level, building and fostering strong relationships to help customers progress on their digital journey. Success Managers are working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customers needs. The ideal Success Manager, will possess both a Cloud specialization and industry skills that enables them to speak the customer language.
What You'll Actually Be Doing
Leverage our Customer Success Methodology and partner with customers stakeholders to understand their goals, assess their capabilities and provide recommendations to help them accelerate achievement of their business and technology objectives
Develop an understanding and knowledge of customer's Salesforce implementation and evangelize the capabilities of Salesforce across all of our Clouds
Guide a customer on org strategy, governance and change management best practices based on customer needs
Can demonstrate hands-on Salesforce product knowledge by applying platform features and functions to customer business priorities and roadmap
Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan
Produce and execute a comprehensive adoption path showing the current state, target future state with timeline, and an underlying enablement Plan
Deliver business value and innovation to a customer's business by understanding our customers' key business challenges and potential for growth
Build and foster executive-level relationships with the customer's IT and business executive leadership, sponsors and decision makers to solidify our partnership and commitment to the customer business and IT sponsors & stakeholders
Working collaboratively with the account team and Salesforce Execs, effectively network within accounts from the Executive-Level down, in order to help customers achieve their objectives
When appropriate, recommend additional Salesforce services and advisory experts needed to drive success
Proactively communicates technical product changes, degradations, outages, end of life and other relevant updates
Fluency in Japanese language skills (reading, writing, listening)
You're Our Person If...
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Even Better If...
Experienced professional with 7-10 years of Manufacturing industry expertise
In-depth knowledge in one or more line of businesses (LoB) - a specific cloud or industry
Strong consulting skills and proven results working as a Trusted Advisor to drive business value for customers
Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and adept at handling objections
Strong knowledge of Salesforce product and platform features, capabilities, and best use is highly desired
Able to articulate the importance and value of Governance to Business and IT executives
Good understanding of enterprise architecture principles strongly preferred
Ability to quickly grasp and distinctly explain technological and business concepts