customer success manager role
TRANSCRIPT
Customer Success Manager
Role definition
Forward-Looking Statements
Statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.
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Quick Poll
Partner Type?Length of Partnership?
• On-demand access to a team of experts to ensure you get the right help at the right time
• This team of experts offers a variety of deep business & technical skill sets to diagnose quickly, address issues, solve problems & answer questions
• Each engagement is optimized to deliver maximum, focused value
What is a Customer Success Manager?Elevator Pitch
Customer Success Drives Salesforce ROI
Faster Deploy-ment
Project in Time & Budget
Pre-Sales Success
Go LiveSign OffPartner2-3 mts. 2-5 mts.1 mts.
CR* /Kick Off
1 mts.Post-Sales Success
*CR: Customer Readiness / Project Kick Off
Higher Adoption
Implementation Best PracticesBusiness Value Mapping
Scoping & Statement of Work Review
Analytics & Insights
UserAdoption &
Productivity
Auto-mation
Business Review & RecommendationsAdoption & Usage Best Practices
Platform & Development Support & Trainings
Quick Poll
How often are you pulled into post-delivery discussions?
Role Profile: Customer Success Manager
• Advocate for the Customer• Guide the development of a Salesforce roadmap to align to the customer’s business objectives• Recommend - create consumption plan, services (i.e. Accelerators), products or AppExchange
to help customers speed business value• Regular Communication across all stakeholders including Customers, R&D, Product
Leadership, CFL, Industries, Alliances, etc., in support of our customer’s success• Align Success Services resources (Accelerators, PA/CSE, Projects) to provide governance
advice, usage/adoption recommendations and risk identification/mitigation in an industry context• Escalate clients issues that need broader help• Orchestrate resolution of product & infrastructure obstacles, enhancement requests, bugs
All Success Managers are certified business advisors who enable the delivery of maximum business value: Salesforce Administrator, Advanced Administrator, Developer, Sales Cloud and Service
Cloud Consultant
Primary focus: Consumption, adoption, & (shape + advise) business value plan for customer
Cloud Services
Vertical Experience:Manufacturing
CPG
Healthcare
Telecoms
Media
PROFESSIONAL SUMMARY
15 years of experience successfully winning, designing and delivering business improvements through technology.
12 years focussed on Salesforce.com. Over 30 implementations across Manufacturing, Finance, CPG, Media and Healthcare.
Specialising in implementation delivery, programme delivery, functional and technical delivery, full program lifecycle and governance for Salesforce.com implementations.
PRIOR ROLES
Senior Manager/Practice Lead Salesforce
Senior Consultant
Sample BIO: Customer Success Manager
Guest Speaker
Stephane Maurin
Customer Success PlatformWorld’s #1 CRM
Developer Success Platform5.5 million apps
World’s most trusted Enterprise Cloud
Force.comHeroku Enterprise
App Exchange
Shield
Trailhead
Lightning
Wave
Sunshine
Multitenant Cloud
MarketingCommunity
ServiceIoT
AnalyticsApps
Sales
Cloud ServicesTrusted Advisors in action
Premier/+
StrategicProjects
Accelerators
MissionCriticalSupport Advisory
Services
MC@Services Innovation &
TransformationCenter
Bringing the Customer Success Platform to LifeDelivering value across all clouds
Advise customers on best practices across all aspects of their Salesforce programmes, including:
Maximise business value out of your Salesforce investment
Customer Success Manager – What I do?
As a starting point, I typically set up a Quarterly Business Review with the executive sponsor for Salesforce: we review the aspects above and look at opportunities to exploit features or services you are not using fully. But I am happy to engage with you in whichever way suits best – feel free to get in touch any time if I can assist you.
▪ I aim to have a deep knowledge of your business, your industry, your architecture and your Salesforce Implementation across all lines of business
▪ I aim to understand your business priorities to help you align them to your Salesforce vision
▪ I will work with you to plan your license consumption, adoption and change management strategy and to proactively identify/mitigate risks
▪ I will help align you with the right Cloud Services resources (Accelerators, Advisory, Consulting/Projects, MCS, Communities, Events, etc) to meet your objectives
▪ I will provide guidance on Salesforce AppExchange partners as needed
What Success Manager’s Do/Don’t Do
SM typically does: “ADVISE” SM does not: “SELL” Who does it?✓ X
Deeply understand customer business, industry, deployments (all clouds)
Regularly align with execs on business priorities and value realization
Help align roadmap to business goals, suggest implementation approaches
Provide customers with a point of view on partner applications
Engage with customers before purchase to ensure they are set up for success
Monitor implementations & Cloud Service resources, providing regular customer updates
Maintain relationships with key contacts across all lines of business
Manage customer consumption and adoption risk
Recommend Accelerators & oversee delivery
Maintain Health Scorecard and share best practices for improvement
Encourage customer adoption of Success Community resources
Brief SF execs and supporting teams on customer status and key challenges
Scope projects
Sell Cloud ServicesAssembles client solution teams (inc SI’s /ISV’s)
Deliver training & certificationDeliver / manage implementations
Discuss pricing or price upliftsEducate on/demo new productsLicense transfers/reconciliation, billing issuesDrive & process Renewals
Confirm accelerator fit and deliver AcceleratorsDeep product expertise
Resolve technical issues and escalationsPerform Admin Services
Detailed tech questions /high level arch guidance
Detailed Release Readiness overviewAccelerator education, recommendationsPromote Marketing events
Specialist
Regional SA
Sales &Renewals
Technical Support
Success Partner
SFUServices/Partner
Auto webinars/ self help
Engagement Manager
Why is sponsorship important?
LASTINGCHANGE
No Action
Supporting Structure
and Process
Need for
Change
Lack Of
Sponsorship
ManagementCommitment
& BehaviorPeople
InvolvementPerformance
Measures
No Direction
No Role Models
No Ownership
No SystemicSolutions
No Results
LASTINGCHANGE
Success Resources to leverage
User Groups: Meet our local experts and customers near you
Circles of Success: Join our live discussions moderated by our
experts on key topics
Help & Training: Find help and access our catalogue of interactive
training to help you and your colleagues succeed with Salesforce
Achieve More: Learn Salesforce best practices to
deliver more on your key business priorities
Trailhead: Learn by doing – try our free learning paths through the Salesforce1 platform, test your knowledge while earning badges to celebrate your achievements
Webinars: Weekly live webinars hosted by our experts on Marketing Cloud, Release Readiness & Feature Adoption, User Adoption
How-To Videos and Hands-On Training: Access almost 100 short videos on new features and frequently asked questions
Confirm meeting frequency/Cadence
Confirm roadmap session
Confirm floor walking
Introduce Success Community
Introduce Useful Links
Customer Success Manager getting started
Success Manager onboarding
Establish cadence with customer
Any Questions?
Final Poll
How many of you have access to Partner Community?
Don’t Miss Out – join Partner Community!
Instructions to join the Partner Community:
https://partners.salesforce.com/s/education/general/Partner_Signup
Chatter Group for all things (partner enablement) for Success Services:
Thank Y u