Senior Principal Success Manager

**Job Category **:Customer Success Group

**Job Details**:
**INTRO PARAGRAPH(S): Job Family Description**
We are passionate about bringing the full Salesforce Customer 360 to life for our customers and this role is involved in the evolution of their business through Salesforce cross-cloud solutions.We partner with customers to help them accelerate business value and return on investment from their investment with Salesforce and you will demonstrate deep digital transformation experience to achieve this. You will align at the C-level, building and maintaining positive relationships to help customers progress on their transformation journey and will be responsible for setting customers up for success from the very beginning of a sales cycle and orchestrating and program-managing the success plan in each phase of the customer lifecycle thereafter. We are passionate about maximising the sustainable value for both customers and Salesforce

**YOUR IMPACT:
- Build and program-manage impactful joint success plans with executive sign off.
- Craft strategic engagement partnerships and make decisions on success-based investment initiatives.
- Accountable for customer, partner and Salesforce stakeholders throughout the entire customer lifecycle.
- Orchestrate and influence a matrixed multi-disciplinary team to align efforts and maximise impact for customers.
- Own the decision process to ensure the right capability & capacity and operating models are in place for sustained success.
- Improve the certainty and transparency of large-scale transformational change with effective communication and readiness plan
- Integrate customer business strategy and build agility in success plans responding to changes
- Achieve maximum ROI by bringing the right resource at the right time with clear decisions in prioritisation.
- Act as a trusted advisor offering proactive and prescriptive advice and practical solutions to stakeholders.
- Advocate and act as the voice of customers within Salesforce

Measures of Success:

- Customer value realisation
- Customer satisfaction
- Revenue growth
- Increased adoption

**Skills**:

- Transformational Leadership Skills: in-depth enterprise & industry knowledge and advise Customer's multi-year digital roadmap, strategy & priorities and how it maps to business objectives.
- Customer Lifecycle: extensive experience and knowledge of customer lifecycle in digital transformation and critical solutions. Know what it takes to scope, implement, embrace and operate these solutions optimally.
- Program Management: optimally drive execution in a matrix organisation and navigate through sophisticated processes.
- Collaboration: foster positive relationships throughout Salesforce in particular with sales, partners, services, and support.
- Judgement: ability to find opportunities and issues before they happen, with the big picture in mind, generate practical solutions and adjust approach when implementing.
- Drive: confidence to work in ambiguity, challenge the status quo. Generate positive energy and provide clarity with the virtual team by setting clear goals and responsibilities, program and guiding them through challenging situations.
- Influence: Genuine curiosity and ability to connect with others’ viewpoints. Communicate ideas effectively to engage others, and get diverse audiences onside and working toward a common goal.
- Relevant experience in professional services within the digital commerce, or retail industry, or business role experience in a retail organisation
- Hands-on understanding of industry best practices
- Deep understanding of digital commerce mechanics such as typical tasks, workflows, and KPIs
- Familiarity with systems integrations such as CRM, Content Management, Order Management, POS/Commerce or Data Warehouse
- Familiarity with systems such as CRM, Commerce, Order Management, POS and Content Management
- Proficiency working in team/matrix organizations

Leadership Qualities:

- PASSION: Passionate about Customer Success
- THOUGHT LEADER: Strong point of view and executive presence. Confident, but not arrogant, great storyteller
- ADAPTABLE: Excels in high levels of uncertainty and change
- URGENCY: Ability to move fast and drive business value and results
- OHANA: Embodies Aloha culture: A great teammate that everyone enjoys working with and has a generous heart
- TRUST: Trust the company’s core values

**Accommodations**:
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