Job Description

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Job Category

Sales

Job Details

Account Specialist



Are you passionate about small business and the impact technology can have on their success? At Salesforce, we understand that every fast-growing customer has unique needs. Salesforce Essentials is centered around making Salesforce easy to use for all small businesses across both Sales and Service. We are looking for skilled Coaches to help both prospects and customers successfully adopt Salesforce Essentials.

The Essentials Team is currently hiring Essentials Business Coaches in San Francisco, CA!

We bridge the gap between small businesses and the software solutions of Essentials and Salesforce. In a role that encompasses discovery, training, coaching, project and relationship management, Customer Development Coaches are responsible for ensuring successful adoption of Salesforce Essentials. Equal parts trusted advisor and product expert, we work closely with small businesses to help them succeed.

At Salesforce, we understand the challenges facing small businesses. Thats why we are so passionate about helping small businesses succeed. The Salesforce Small Business Sales Account Specialist will ensure our customers have an exceptional experience that reflects our level of commitment to making them successful. In this role, you will leverage multiple sources of information to stay current on product features, technology changes, and events that affect customers. As a driver of a new sales model, our sales specialists are very important to our success. Youll provide an exceptional customer experience as a trusted advisor by understanding business needs, identifying solutions that map to those needs, and preparing contract proposals. Youll also drive online sales and educate customers on self-service resources. This is a fast-paced, performance-based environment where customer interactions may be monitored, recorded, and assessed. Sales specialists are measured based on customer satisfaction surveys in addition to other performance based metrics.



Responsibilities:

* Engage with prospective customers to qualify product fit via multiple channel
* Understand the prospects business needs, challenges, and the outcomes they are looking to achieve to act as a trusted advisor and provide best practices
* Consistently work towards our goal of increasing our prospects satisfaction level and providing an experience that will WOW them (Consistently work towards our goal of increasing our customers satisfaction level and providing an exceptional customer experience)
* Become a Salesforce product expert, helping prospects realize value of our small business products (Become a Salesforce product expert to articulate feature functionality and how it maps to customer needs)
* Present and demo business value of various products to prospects clearly and confidently, tailoring individual demos to their needs
* Act as the frontline for technical issues and route to Support when appropriate
* Handle initial billing and licensing questions and issues and escalate as appropriate
* Partner with existing distribution teams efficiently to ensure customer success
* Identify and make recommendations to drive improvements across product and process
* Field, address, and document inbound inquiries from customers via telephone, chat, cases, and email
* Ensure customers adopt and drive maximum value during the trial and onboarding phase
* Negotiate contract terms and assist customers with online purchases, contract restructures, and contract modifications
* Help contribute to our team goals of driving time to value and trial conversions
* Actively take part in specialized projects
* Redirect and escalate technical issues and billing inquiries as needed
* Be innovative and identify and make recommendations to drive improvements across product and process
* Record customer interactions in Salesforce CRM software
* Be a team player in a highly collaborative environment

Qualifications:

* A willingness and ability to dive right in, self-learn, be effective, make a difference and retain product knowledge
* Basic troubleshooting skills, perseverance, empathy, and patience
* The ability to communicate and empathize with all levels of customers-executives, end users, and developers
* The ability to effectively multi-task and juggle priorities
* Top-notch written and verbal skillsEnglish required
* Ability to thrive in ambiguity and work in a fast-paced, changing environment
* Effective time management skills
* Flexibility to support multiple customer service channels and deliver effective resolutions
* Demonstrates high degree of determination and accountability

Education & Experience
Undergraduate degree or equivalent work experience preferred
2+ Years Sales or relevant customer-facing experience
CRM experience is a plus

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