Senior Partner Success Manager

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Department Description:
The Partner Success team is part of the Global Technology Partner organization at Salesforce, responsible for developing/maintaining enablement relationships with our most strategic AppExchange partners. Partner Success Managers are vital members of a broader account team responsible for driving the business, technical, and customer success of an assigned portfolio of strategic partner accounts by monitoring the adoption, delivery, implementation, and ROI of strategic partner success program benefits.

Role Description:
The Partner Premier Success team is looking for a driven and detail-oriented Partner Success Manager (SM). You will have responsibility for ensuring the business and technical success of a portfolio of strategic Consulting and AppExchange partners. Collaboration with strategic partners is a primary responsibility, demonstrating comprehensive knowledge of the Salesforce platform. You will forge relationships with your partners, developing a deep technical understanding of their products and services, and share technical and industry best practices in support of partner business initiatives. The SM also serves as a point of contact for any major development/production support issues, connecting partners to correct resources for assistance, working with our technical support team to provide appropriate business and technical context to ensure resolution, and managing the partner's expectations and communications through the resolution of issues.

The ideal partner SM is a team player, exhibits professionalism, is dedicated to meeting and exceeding expectations, building relationships, has excellent collaboration skills, can learn new technologies quickly, and uses their time efficiently.

Your Impact:
A variety of different factors determines success in this role:

• Be able to organize effectively, manage, and communicate to an assigned portfolio of premier partner accounts, including but not limited to scheduling / running recurring check-in calls of an agreed-upon frequency with a partner, managing key designed partner contacts, and ensuring partners are aware of and follow our published processes.
• Be able to manage effectively, respond to critical escalations, and provide recurring updates quickly until issues are resolved.
• Be able to successfully collaborate with various internal groups (Partner Account Management, Technical Enablement, Tech Support) to help partners achieve business objectives, realize the value in eligible partner success program benefits. As part of escalation management, SMs are expected to impact partner premier technical support metrics indirectly: CSAT (Customer Satisfaction), reduce ADC (Average Days to Close), help with case deflection initiatives where identified and proactively reduce the overall number of cases escalations.
• Direct and indirect feedback provided by all parties that the SMs engages with (Partner Account Managers, Technical Architects, Support Engineers, etc).
• Develop relationships with key business and IT stakeholders and become an expert on a partner's products/services by understanding their top business goals and priorities, ultimately achieving Trusted Advisor status with partner stakeholders.
• Leverage comprehensive understanding of Salesforce platform to help partners achieve their business goals and outcomes by providing timely, proactive recommendations that will benefit partners' ongoing investment in Salesforce.
• Onboard partner stakeholders to the Partner Premier Success Plan service, monitor success plan adoption/utilization, and deliver success reviews as part of participation in periodic QBRs / EBCs organized by Partner Account Managers.
• Play a key role in Product and Technical Red Account management and resolution, including proactive communications in the event of service degradation or disruption
• Monitor and identify trends in Salesforce product adoption and utilization, ensure major release readiness, and deliver proactive product communications as required.
• Provide timely account or issue executive-level summary status reports both internally and to the partner.
• Collaborate with internal teams to identify and reduce renewal risks for both license and success plan subscriptions. Identify and grow opportunities within the territory and collaborate with ISV sales teams and PAMs/RPMs to ensure growth.
• Participate in issues and advocate for partners during the triage and resolution of high severity cases, driving business reliability and partner/customer satisfaction. Collaboration with the Customer Success team is often required.
• Contribute and collaborate internally to the Salesforce team, share knowledge and best practices with team members, contribute to internal projects and initiatives and serve as Subject Matter Expert (SME) for specific technical, industry, or process areas.
• Participate in Salesforce and Partner-led field events as requested

Minimum Requirements:

• Minimum of 2-3 years relevant work experience in one or more of the following: Technical Support, Technology Consulting, Customer Success, Technology Solutions Development, Technical and/or Solutions Architecture - ideally with CRM or related applications (i.e., ERP systems) in a SaaS environment.
• Deep technical knowledge of salesforce product and features, capabilities, best use, and how to deploy, including knowledge of the salesforce platform and ecosystem.
  • Product certifications are a plus (Administrator, Advanced Administrator, Platform Dev I, Service Cloud Consultant, or Sales Cloud Consultant).
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level.
• Experience dealing with large-scale, technologically complex accounts, which are constantly challenging product capabilities.
• Navigate and advise on efforts related to complex partner requests or projects involving multiple parties and enterprise systems, escalating for assistance if needed.
• Ability to prioritize, multi-task, and perform effectively under pressure.
• Aptitude both for analyzing technical concepts and translating them into business terms and mapping business requirements to technical features.
• Strong knowledge of business processes (Sales (Direct and Channel) Marketing, Service, Support), business applications, and automation.
• Familiarity with technical framework such as database, application, and network technologies used in Cloud Computing (e.g., knowledge of network topologies and devices, database concepts and SQL, multi-tenancy).
• Working knowledge of the software development process and software design methodologies (coding experience is not required but extremely useful).
• Degree or equivalent confirmed experience required. Experience will be evaluated based on the core proficiencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.).

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