Success Guide- Marketing Cloud- French Speaker

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Job Category

Customer Success Group

Job Details

Role: Marketing Cloud Success Guide (French speaker)
Location: Dublin

As a Success Guide you will share your passion for marketing and best practices to help customers adopt Marketing Cloud software and grow the value to their business. You will engage with customers across all account segments in English and when needed in French, delivering webinars and 1:1 success guidance to Salesforce customers. You will partner with other Salesforce teams, 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 recommendation at the right time, enabling customer value realisation at scale.

The ideal Success Guide is organised, agile, emotionally intelligent and passionate about Customer Success. You really enjoy presenting and engaging an audience online, both 1 on 1 and on a group/webinar format. You love learning new software and naturally will be up to date on latest features in marketing! Using your product knowledge and people skills you deliver value to both customers and internal teams. Your best day at work is when you have really helped someone who was stuck, now love Marketing Cloud as much as you do! Marketing Cloud is our B2B Marketing Automation software, ideally you will already be an expert in Marketing Cloud having used it already, or have a working knowledge of it. If not Marketing Cloud, then other marketing platform knowledge is desirable to relate to audience of marketing managers and sales professionals. We can enable you on Marketing Cloud on your learning path if you don’t know it. If you love learning software and teaching fellow marketeers, we can’t wait for you to start!

Our #GoodIntention is that you feel supported to be your true self in our team, bringing your way of inspiring customers into everything you do, learning and growing together to help us help even more people love what they do too!

Responsibilities

• Deliver online one-to-one and webinar presentations
• Share your product expertise and best practices to help customers with:
  • Product features
  • Technical Advice
  • Adoption Guidance
  • Use cases they can relate to
  • Marketing strategy
  • Lead process and automation
• Recommend next steps to accelerate their adoption to prove value to their business
• Identify risk of not adopting Marketing Cloud and coach customers to a way forward
• Explain and deliver the value of Marketing Cloud and Sales Cloud in association with the core Salesforce suite and how these values drive customer decisions.
• Offer tailored advice and insights to the customer in order to help them maximize current ROI and make them aware of the added value of other Salesforce Marketing Cloud products.
• Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
• 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.

Qualifications & Skills

• Advanced language skills in French and English are mandatory
• Minimum 4-6 years relevant work experience helping and consulting customers to achieve business value through technology
• Proven success leading customer-facing presentations and engagements such as webinars and presentations
• Proven ability to manage time and prioritise activities while performing effectively under pressure
• Working knowledge of core business processes (Sales, Marketing, Service, Support)
• Understanding of project management methodologies, business analysis, change management, user adoption, release management, and governance
• Customer-facing communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster healthy dialog
• Able to handle objections, prioritise customer issues and collaborate with manager and colleagues to effectively drive resolution
• Understanding customer requirements and business objectives to provide strategic advice on using Marketing Cloud to achieve business goals

Preferred Qualifications & Skills

• Preferred experience working within the Marketing industry
• Knowledge of Marketing Cloud or other marketing platforms preferred
• Marketing Cloud Specialist Certification preferred
• Marketing Cloud Consultant Certification preferred
• Salesforce Administrator Certification preferred

Leadership Qualities

• COMPOSURE: Strong customer-facing communication and interpersonal skills with the ability to support complex engagements
• EXPERTISE: Working knowledge of marketing industry best practices and implementation experience of Salesforce or other marketing products
• LEARNER: Has a passion for continued education in new technologies and complex business and technical concepts
• PASSION: Passionate about Customer Success and is a great listener, gets meaning from helping people
• OHANA: Embodies Aloha culture and a team player that everyone enjoys working with and has a generous heart
• TRUST: Ability to earn the trust of the customer and lives the company’s core values

*LI-Y

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