Customer Success Area Lead – Global Nonprofit
Salesforce
full-time
Posted on:
Location Type: Hybrid
Location: Indianapolis • District of Columbia, Illinois • 🇺🇸 United States
Visit company websiteSalary
💰 $121,300 - $183,500 per year
Job Level
Senior
About the role
- Collaborate with internal Sales and Customer Success key stakeholders to strategically prioritize customer retention and mitigate attrition.
- Drive alignment between account information, sales leaders, and investment goals of defined success plan portfolio.
- Consistently review Customer Success Scores and other meaningful metrics recommending appropriate options to support customer needs.
- Collaborate with Product Education to programmatically recommend and deploy success plan entitlements to improve customer adoption.
- Manage to our Investment Program guidelines and ensure sales leaders are aligned with investment priorities.
- Leverage data to ensure priorities are aligned with highest impact investments and communicate impact with stakeholders.
- Promote CSG resources through multi-channel communication, ensuring leaders and AE’s have the resources to take advantage of customer success programs.
- Coordinate and support global business review meetings with OU leads, improving the overall Account Success Quarterly Business Review experience.
Requirements
- 8+ years in Sales, Customer Success, or related fields, preferably within the SaaS landscape.
- Proficiency in Salesforce's product suite, with a keen understanding of its capabilities and best application practices.
- Proven track record to forge and cultivate relationships, serving as a trusted advisor that brings tangible business value to clients.
- Capable to navigate complicated discussions, handle objections, and drive alignment.
- Expertise working with Nonprofit organizations
- Experience working with a global customer base
- Experience in scaling programs and enabling internal stakeholders.
- An academic degree or equivalent experience, with preference for candidates showcasing aligned experiences that cater to the nuances of the role.
Benefits
- time off programs
- medical, dental, vision
- mental health support
- paid parental leave
- life and disability insurance
- 401(k)
- employee stock purchasing program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SalesforceCustomer Success Scoresdata analysisprogram managementcustomer retention strategiesattrition mitigationsuccess plan developmentmetrics evaluationinvestment program managementmulti-channel communication
Soft skills
relationship buildingtrusted advisornegotiationobjection handlingalignment facilitationcollaborationstakeholder communicationstrategic prioritizationproblem-solvingglobal coordination