Area Lead
2 hours ago
Strategic Customer Success Role
This role is responsible for working closely with key sales leaders, CS investment teams, and other collaborators to prevent attrition and drive solutions for designated customers/accounts.
The area lead will play a critical part in strategizing, prioritizing, and enhancing internal relationships; ensuring customers receive the support they need to succeed with Salesforce.
Responsibilities:- Collaboration: Collaborate strategically with internal Sales, Customer Success account leadership, and investment teams to prioritize customer retention and mitigate attrition.
- Account Alignment: Ensure alignment between account information, sales leaders, and investment goals of defined success plan portfolio.
- Investment Evaluation: Evaluate and consistently review investment options to outcomes like improved Customer Success Scores, NPS, and other meaningful metrics.
- Investment Management: Manage investments according to our Investment Program guidelines and ensure account executives provide adequate information and sales leaders are aligned with investment priorities.
- Data Driven Decisions: Leverage data to ensure priorities are aligned with highest impact investments and communicate impact with stakeholders.
- CSG Resource Promotion: Promote CSG resources through multi-channel communication, ensuring leaders and AEs understand and use the customer success support process.
- Business Review Deck Creation: Create standardized business review decks for Sales, covering investment programs, Renewals, Success Plan changes, and product announcements.
- Quarterly Business Review Support: Coordinate and support business review meetings with OU leads, improving the overall Account Success Quarterly Business Review experience.
- Feedback Provision: Provide feedback that improves the sales team's experience when engaging with customer success.
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