Job description
As an Alliances Success Manager, Salesforce at Invisory, you will play a crucial role in ensuring the success and satisfaction of our valued Salesforce ISV customers. You will be responsible for understanding their unique business needs, providing exceptional support, and guiding them to achieve their goals with our platform and in the Salesforce Ecosystem. Your passion for excellence, accountability, and energy will be pivotal in building strong relationships with our customers and helping them make the most of their investment in Invisory.
At Invisory, we empower our employees to deliver on our commitment to our customers by encouraging passion, accountability, confidence, and energy for excellence. We invest in our people and provide opportunities for employees to grow and prosper personally and professionally.
As a member of the customer success team, this role will be the day-to-day contact for a large yet entirely manageable portfolio of Salesforce customers following a standardized yet customized plan developed by the team and you to consider equally how we’ll achieve our customer’s goals while activating and using the platform capabilities they acquired. You will align internal resources where you need help to deliver value, all while learning more about the Salesforce Ecosystem.
What you’ll do
- Customer Engagement: Develop and maintain strong, long-lasting relationships with customers, serving as their primary point of contact for all matters related to the Invisory platform
- Onboarding and Training: Assist customers with onboarding, providing guidance and training to ensure a smooth and successful implementation of our platform.
- Customer Advocacy: Understand customers’ business objectives and challenges, and advocate for their needs within Invisory. Proactively identify opportunities to maximize the value of our platform for their specific use cases.
- Customer Support: Address customer inquiries, resolve issues, and provide expert advice to help them achieve their desired outcomes.
- Renewals and Expansion: Work closely with the sales team to identify opportunities for contract renewals, upselling, and cross-selling, ultimately contributing to revenue growth. You will also be accountable to accurately flag the relative risk of any upcoming renewal, expansion, contraction or cancellation.
- Feedback and Improvement: Collect and analyze customer feedback to help improve our platform and services continually. Share insights with the product and development teams for product enhancement.
- Customer Success Plans: Develop and implement customized customer success plans to track progress and ensure customers are meeting their goals with strong project management skills.
- Education and Enablement: Keep customers informed about the latest platform updates, features, and best practices, and empower them to use these effectively.
- Documentation: Maintain detailed records of customer interactions, issues, and resolutions, using a customer relationship management (CRM) system.
- KPI Tracking: You help set and fill out tracking to ensure that our customers can understand the impact of their Salesforce partnership and share with their internal teams.
- Bring Ideas and Create New Content: You will help to identify and execute on new customer based templates and requests to help expand our GTM offerings
Who you are
You are an empathetic and passionate self-starter who actively looks for ways to maximize our customers’ experience with Invisory and Salesforce while maintaining a stance of accountability and responsibility to adhere to the contract and the entitlements licensed by our customers.
You are resourceful and adept at leveraging resources, both internal and external, to answer questions about the Salesforce AppExchange and co-sell motion with Salesforce and SIs and the Invisory platform. You are confident in your craft yet realize there is always more to learn and ways to grow, both personally and professionally.
Finally, you recognize that one may go faster but many go farther. Helping customers succeed in a nascent and rapidly evolving SaaS market is a team sport, and you openly share your learnings with the team and welcome constructive ideas to improve the way you work.
Qualifications
- Have a great understanding of world-class go-to-market process, including how Revenue Operations, Enablement Leaders, Sales Managers, Customer Success leaders and individual contributors think and operate
- Have 1-2 years experience as a Salesforce Alliances Manager or Partner Marketing professional at an ISV, working with Salesforce employees and/or SIs to co-sell.
- Excellent communication skills, including issue tracking, triaging and crisis management
- Ability to efficiently manage multiple customer projects simultaneously
- Communicates with internal and external customers and all levels of management
- Effectively communicate technical information to non-technical audiences
- Delivers informative, well-organized presentations
- Understands how to communicate difficult/sensitive information tactfully
- Continually seeks opportunities to increase customer satisfaction and deepen client relationships
- Manages client expectations effectively
- Self-motivated, collaborative and scrappy team player with innovative ideas to inspire customer loyalty and adoption
- Awesome sense of humor
We value diversity
We know that the best ideas come from teams where diverse points of view uncover new solutions to hard problems. We welcome and value individuals who bring diverse life experiences, educational backgrounds, cultures, and work experiences.
Compensation & benefits
- This position will be eligible for a competitive year end performance bonus & equity package
- Full medical, dental, vision package to fit your needs
- Flexible vacation policy; work hard and take time when you need it
- Invisory runs a remote or hybrid work environment
About Invisory
Invisory is a leading platform that empowers independent software vendors (ISVs) to expand their revenue channels and optimize partnership relationships within the rapidly expanding ‘Cloud GTM’ ecosystems. In this ecosystem, hyper-scale Cloud Marketplaces and partner co-selling strategies are foundational for success. We are committed to providing our customers with innovative solutions, fostering collaboration and partnership, and enabling growth in the dynamic world of cloud technology.
