Associate Success Guide Marketing Cloud

**Job Category**:Customer Success Group

**Job Details**:As a Customer Success Guide, you are passionate about helping customers adopt Salesforce products and realize their full potential and business value. You will engage with Salesforce customers across multiple industry segments, delivering success programs and offering expert guidance. You will partner with other Salesforce teams, Portfolio Leaders, Success Managers, and Sales to understand the accounts and how best to help your customers. Success Guides play a crucial role in providing the right recommendations at the right time in the customer lifecycle, enabling customers to achieve real business value.

Marketing Cloud is the cornerstone of our customers’ Customer Data strategy. It’s the key pillar to gather customer data and make any end-customer interaction with the brand relevant, regardless of the channel. Our solution is highly scalable, suits any custom size and industry, and allows them to reach their end-consumers in real-time, with the most relevant message.

The ideal Success Guide is organized, agile, emotionally intelligent, and passionate about Customer Success. You really enjoy presenting and engaging an audience virtually. You are naturally curious about technology with a flair for understanding customers’ pain points and business challenges. Using your expert knowledge and communication skills you deliver value-based outcomes for our customers. Your best day at work is when you have really helped someone now love Salesforce as much as you do

**Responsibilities**:

- Help mitigate attrition, increase customer adoption and engagement, and improve overall business value.
- Deliver virtual expert engagements to educate and empower our customers to achieve business value through the Salesforce Platform.
- Share your product and industry expertise and best practices to help customers.
- Explain and deliver the value of our products in association with the core Salesforce suite and how this value drives customer decisions.
- Offer tailored advice and insights to customers to help them maximize ROI and make them aware of the added value of other Salesforce products.
- Share customer stories and use cases, showcasing the value and impact of Success Engagements.
- Uncover customer challenges, identify risks to adoption and provide a tailored plan of action.
- Actively participate in the Global Success Hub community to provide customer feedback and influence program innovation.
- Partner closely with internal cross-functional team members to help understand the account and research solutions to solve customers’ business needs and challenges.
- Engage in open dialogue with customers regarding ways to improve and expand user engagement, and to solicit feedback in order to improve our product and service offerings.
- Continue to evolve technology and domain expertise through certifications and continuous learning.
- In time, become a mentor to share knowledge and train others.

**Preferred Qualifications & Skills**:

- **Advanced language skills in Portuguese and English**:

- Minimum 2 years helping customers to achieve business value or Marketing’s roles.
- Proven ability to manage time and prioritize activities while performing effectively under pressure
- Working knowledge of marketing business processes (Sales, Marketing, Advertising)
- Understanding of project management methodologies, business analysis, change management, user adoption, release management, and governance
- Proven success leading customer-facing presentations and engagements
- Able to handle objections, prioritize customer issues and collaborate with manager and colleagues to effectively drive resolution

**What we offer**:

- Competitive compensation
- OSDE 410 for the family group
- Wellness and Education Reimbursement
- Unlimited PTO
- Parental Leave
- Childcare subsidies
- And more

**Accommodations

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