Success Account Manager - Melbourne - Melbourne

Posted 872 days ago
  • Experience
    Not Applicable
  • Job function
  • Employment type
  • Industry
    Computer Software, Information Technology and Services, Internet
  • Employer job ID
  • Job ID

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Job description

Success Account Manager transformed the enterprise software market with cloud computing. We’ve launched business apps and platforms that are as easy to use as and as social as Facebook. And now we’ve got our sights set on the next generation of cloud computing. Recognized as the world’s 4th fastest growing company according to FORTUNE magazine, our portfolio of cloud computing technologies have revolutionized how companies manage and share business information. With more than 7,000 employees, the first enterprise cloud computing company to exceed $2.0B in annual revenue run rate, and more than 100,000 customers worldwide, we are proud to contribute to the success of companies of all sizes and industries, around the globe. We're also one of the "Best Places to Work" (FORTUNE). If you're passionate about innovation, come help revolutionize how companies collaborate and communicate with customers.’s worldwide Customers For Life team (CFL) is a global network of employees and partners. Our sole mission is to ensure customer success. We work with our customers to build relationships, learn about their businesses, and drive value based on our customers self-defined goals. Our motto for our customers is: "Your Success is our Success."

We are looking for a passionate expert to help ensure the business and technical success of customers in our ANZ region.

The Success Account Manager (SAM) is responsible for bringing's best ideas, innovations, and capabilities to a portfolio of customers, providing technical leadership coupled with a deep understanding of each customer’s implementation, thus ensuring overall adoption and driving greater business value and satisfaction.

As a SAM, you will develop long-term relationships with your portfolio of assigned customers, connecting with key business executives and IT stakeholders, developing an understanding of their business requirements and goals, and how they are using Leveraging this customer knowledge, and your expertise, you will provide adoption, industry and implementation best practices and personalized recommendations to ensure your customers maximize value from their investment in

You will also serve as an escalation point when needed to facilitate the resolution of unexpected issues, connecting customers with the right resources for assistance and working with our technical support team to provide the appropriate business and technical context to ensure resolution.

Travel to regional activities such as customer locations, local user groups, user conferences, and city tour marketing events is required. Occasional travel to national events including the annual Dreamforce user conference and corporate meetings is required.

  • Develop a trusted advisor relationship with customer key stakeholders and executive sponsors such that all activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their solution to be realized.
  • Leverage comprehensive understanding of products and platform to provide relevant adoption and technical recommendations on solutions and enhancements customized to customers’ business needs.
  • Work with the customers to ensure they are leveraging the solution and achieving success and engaging fee-based resources as necessary.
  • Onboard customers to the Premier Success Plan service and ensure Release Readiness.
  • Monitor and identify trends in adoption and utilization, Premier Success Plan adoption and utilization, and provide guidance to customers as part of annual Success Review.
  • Provide timely account or issue executive summary status reporting both to customers and management.
  • Identify and grow opportunities within territory and collaborate with sales teams to ensure growth attainment.
  • Identify and assess renewal risks for customers’ license and Premier Success Plan subscriptions and collaborate with internal teams to ameliorate.
  • Assist with high severity request or issue escalations as needed.
  • Participate in field marketing events within region.

Required Skills:
  • BA/BS Degree (or equivalent)
    • Minimum of 6 years relevant work experience in one or more of the following: technical support, account management, project management or consulting -- ideally with CRM or related applications (i.e. ERP systems)in a SaaS environment
    • Strong technical knowledge of product and features, capabilities, best use and how to deploy, including knowledge of the platform and ecosystem
    • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organisation, including executive and C-level
    • Navigate and advise on efforts related to complex customer requests or projects involving multiple parties and enterprise systems, escalating for assistance if needed
    • Ability to prioritize, multi-task, and perform effectively under pressure
    • Aptitude both for analysing technical concepts and translating them into business terms, and for mapping business requirements to technical features
    • Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation
    • Familiarity with the database, application and network technologies used in Cloud Computing (e.g. knowledge of network topologies and devices, database concepts and SQL, multi-tenancy)
    • Working knowledge of the software development process and of software design methodologies (coding experience is not required, but may be useful)
  • product certifications are a plus (Administrator, Advanced Administrator, Developer, Service Cloud Consultant or Sales Cloud Consultant)

Other Requirements:
  • Flexibility for occasional travel (10%)

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Apply for the Success Account Manager - Melbourne position is an Equal Employment Opportunity and Affirmative Action Employer. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. does not accept unsolicited headhunter and agency resumes. will not pay fees to any third-party agency or company that does not have a signed agreement with the Company.

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