Job Title

At Salesforce, we understand the challenges facing small businesses. Thats why we are so passionate about helping small businesses succeed. The Salesforce Small Business Account Specialist will ensure our prospective and current customers have an exceptional experience that reflects our level of dedication 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 Account Specialists are very important to our success. Youll provide an outstanding 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 supervised, recorded, and assessed. Account Specialists are measured based on revenue attainment and customer satisfaction surveys in addition to other performance-based metrics.Responsibilities:Engage with prospective and current customers to qualify product fit via multiple channelsUnderstand the prospects business needs, challenges, and the outcomes they are looking to achieve to act as a trusted advisor and provide best practicesConsistently work towards our goal of increasing our customer satisfaction level and providing an exceptional customer experienceBecome a Salesforce product expert to articulate feature functionality and how it maps to customer needsPresent and demo business value of various products to customers clearly and confidently, tailoring individual demos to their needsAct as the frontline for technical issues and route to Support when appropriateHandle initial billing and licensing questions and issues and raise as appropriatePartner with existing distribution teams efficiently to ensure customer success pre and post saleIdentify and make recommendations to drive improvements across product and processField, address, and detail inbound inquiries from customers via telephone, chat, cases, and emailEnsure customers adopt and drive maximum value during the trial and onboarding phaseNegotiate contract terms and assist customers with online purchases, contract restructures, and contract modificationsHelp contribute to our team goals of driving time to valueActively take part in specialised projectsRedirect and raise technical and billing inquiries as neededBe innovative and identify and make recommendations to drive improvements across product and processRecord customer interactions in Salesforce CRM softwareContribute to the high performing cultureQualifications:A willingness and ability to "dive right in", self-learn, be effective, make a difference and retain product knowledgeDetermination to meet and exceed sales and customer satisfaction goals month over monthBasic troubleshooting skills, perseverance, empathy, and persistenceCommunicate and empathize with all levels of customers, executives, end users, and developersEffectively multi-task and balance prioritiesTop-notch written and verbal skillsEnglish requiredAbility to thrive in ambiguity and work in a fast-paced, changing environmentEffective time-management skillsFlexibility to support multiple customer service channels and deliver effective resolutionsDemonstrates high degree of determination and accountabilitySales or relevant customer-facing experienceCRM experience is a plus #J-18808-Ljbffr