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Partner Success Lead
Customer Success – Customer Management
Australia - Sydney

The Partner Success Lead reports to the Sr. Director, Services Enablement.  The Partner Success (PS) Lead is an individual contributor who will develop and deliver support programs for Salesforce DMP technology, delivery and managed services partners.  Our partners include agencies as well as professional and business consulting services companies.  In short, Partner Success ensures that processes, standards and supporting materials are in place to deliver the right expertise at the right time to the right partners.  Success in role is made evident through the ability to grow and retain partner relationships.

The Partner Success Lead is a global role in which close collaboration with CSG DMP colleagues (Product Services, Delivery Standards, Solutions Operations, Training, Deployment Architects, Project Managers, Analysts) as well as Business Development, Product, and I&I is required.  The successful candidate is a smart, high-energy, self-starter and self-finisher whose integrity is beyond reproach.
 
The scope of responsibilities falls in three areas; program development, program management, and resource and relationship management.  A description of the responsibilities in each area is below.
 
Responsibilities:
Program Development
  • Develop framework for Partner Success(PE) program (scope, operating rhythm, key points of internal and external collaboration)
  • Establish project plan for PE program build-out and develop services in line with plan
  • Promote the Salesforce DMP partner program (together with Marketing and Biz Dev) through thought leadership and case studies
  • Define & periodically update Salesforce DMP regional support model
Program Management
  • Identify gaps in current partner tools/assets and work closely with Delivery Standards to tailor Salesforce DMP tools/assets for use by partners
  • Participate in cross-functional meetings to ensure PE initiatives in the field are aligned with Salesforce DMP operations and strategy
  • Organize training sessions and work with Training team to ensure Salesforce DMP partner training materials, delivery mechanisms, and certification requirements are appropriate and up-to-date
  • Review statement of work and provide guidance on division of responsibilities for the project
  • Oversee partner setup and access to the Salesforce DMP platform and resources
  • Track partner satisfaction with training programs; identify areas for improvement
  • Ensure partner support tools are appropriate for the job (e.g., partner portal in ZenDesk, knowledge library)
  • Track business impact of the partner program and adjust plans as results dictate
  • Drive quarterly partnership review sessions
Resource and Relationship Management
  • Work with Solutions Operations to identify & meet partner-led project support staffing needs
  • Build and maintain a network of Salesforce DMP internal and external relationships to stay current on opportunities and issues with the partner program
  • Identify and secure participation of appropriate subject matter experts in partner-focused events (both Salesforce DMP to partners and partners to Salesforce DMP)
  • Promote sessions via blogging and other means to ensure optimal attendance, and determining and tracking completion requirements
  • Act as a primary point of contact for partners to ensure partner support and satisfaction
Required Skills
  • Project Management: ability to effectively define, plan, schedule, control and deliver projects while balancing multiple competing priorities in a fast-paced environment
  • Collaboration:  Strong team player who can work across organizational boundaries to achieve goals, even when not in direct control of all resources
  • Communications: Skilled in both verbal and written communication (including email, long-form prose and PowerPoint). Highly articulate and communicates passion, energy and excitement. Comfortable and compelling in communications with senior management
  • Motivation: Energizes and inspires others through empowerment, recognition and passion
 
Qualifications
  • 8+ years work experience, including:
    • 5+ years as a management or systems integration consultant at a top-tier firm
    • 3+ years in a technology company (SaaS preferred) in a market-facing capacity
    • 2+ years experience in managing projects in a matrixed, global organization
  • Strong knowledge of partner ecosystem design and success managing partner/channel go-to-market models
  • Experience working with a major Data Management Platform
  • Experience of working in a multi-country / multi-cultural environment is required
  • Experience in content development or instructional design is an advantage
  • Bachelor’s degree required
  • Fluency in oral and written communications in English, additional languages a plus
  • Ability to travel up to 50% of the time
 
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas—a new technology model in cloud computing, a pay-as-you-go business model and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes World’s Most Innovative Company five years in a row and one of Fortune 100 Best Companies to Work For eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.
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