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Customer Success
Manager
​ Role definition
Forward-Looking Statements
​Statement under the Private Securities Litigation Reform Act of 1995:
​This presentation may c...
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...
Customer Success Drives Salesforce ROI
Faster
Deploy-
ment
Project in
Time &
Budget
Pre-Sales Success
Go LiveSign OffPartn...
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 alig...
Cloud Services
Vertical Experience:
Manufacturing
CPG
Healthcare
Telecoms
Media
​ PROFESSIONAL SUMMARY
​15 years of experi...
Guest Speaker
Stephane Maurin
Customer Success Platform
World’s #1 CRM
Developer Success Platform
5.5 million apps
World’s most trusted
Enterprise Cloud...
​Advise customers on best practices across all
aspects of their Salesforce programmes, including:
Maximise business value ...
What Success Manager’s Do/Don’t Do
SM typically does: “ADVISE” SM does not: “SELL” Who does it?✓ X
Deeply understand custo...
Why is sponsorship important?
LASTING
CHANGE
No Action
Supporting
Structure
and Process
Need
for
Change
Lack
Of
Sponsorshi...
Success Resources to leverage
User Groups: Meet our local
experts and customers near you
Circles of Success: Join our live...
​ Confirm meeting frequency/Cadence
​ Confirm roadmap session
​ Confirm floor walking
​ Introduce Success Community
​ Intr...
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/ed...
Thank Y u
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Customer success manager role

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Customer success manager role

  1. 1. Customer Success Manager ​ Role definition
  2. 2. 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. ​Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
  3. 3. Quick Poll Partner Type? Length of Partnership?
  4. 4. • 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
  5. 5. Customer Success Drives Salesforce ROI Faster Deploy- ment Project in Time & Budget Pre-Sales Success Go LiveSign OffPartner 2-3 mts. 2-5 mts.1 mts. CR* / Kick Off 1 mts. Post-Sales Success *CR: Customer Readiness / Project Kick Off Higher Adoption Implementation Best Practices Business Value Mapping Scoping & Statement of Work Review Analytics & Insights User Adoption & Productivity Auto- mation Business Review & Recommendations Adoption & Usage Best Practices Platform & Development Support & Trainings
  6. 6. Quick Poll How often are you pulled into post- delivery discussions?
  7. 7. 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
  8. 8. 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
  9. 9. Guest Speaker Stephane Maurin
  10. 10. Customer Success Platform World’s #1 CRM Developer Success Platform 5.5 million apps World’s most trusted Enterprise Cloud Force.com Heroku Enterprise App Exchange Shield Trailhead Lightning Wave Sunshine Multitenant Cloud Marketing Community Service IoT Analytics Apps Sales Cloud Services Trusted Advisors in action Premier/+ Strategic Projects Accelerators Mission Critical Support Advisory Services MC@ Services Innovation & Transformation Center Bringing the Customer Success Platform to Life Delivering value across all clouds
  11. 11. ​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
  12. 12. 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 Services Assembles client solution teams (inc SI’s /ISV’s) Deliver training & certification Deliver / manage implementations Discuss pricing or price uplifts Educate on/demo new products License transfers/reconciliation, billing issues Drive & process Renewals Confirm accelerator fit and deliver Accelerators Deep product expertise Resolve technical issues and escalations Perform Admin Services Detailed tech questions /high level arch guidance Detailed Release Readiness overview Accelerator education, recommendations Promote Marketing events Specialist Regional SA Sales & Renewals Technical Support Success Partner SFU Services/Partner Auto webinars / self help Engagement Manager
  13. 13. Why is sponsorship important? LASTING CHANGE No Action Supporting Structure and Process Need for Change Lack Of Sponsorship Management Commitment & Behavior People Involvement Performance Measures No Direction No Role Models No Ownership No Systemic Solutions No Results LASTING CHANGE
  14. 14. 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
  15. 15. ​ 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
  16. 16. Any Questions?
  17. 17. Final Poll How many of you have access to Partner Community?
  18. 18. 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:
  19. 19. Thank Y u

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