Account Specialist

At Salesforce, we understand the challenges facing small businesses. That's 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. You'll provide an outstanding customer experience as a trusted advisor by understanding business needs, identifying solutions that map to those needs, and preparing contract proposals. You'll 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 channels
• Understand the prospect's 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 customer satisfaction level and providing an exceptional customer experience
• 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 customers 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 raise as appropriate
• Partner with existing distribution teams efficiently to ensure customer success pre and post sale
• Identify and make recommendations to drive improvements across product and process
• Field, address, and detail 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
• Actively take part in specialised projects
• Redirect and raise technical 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
• Contribute to the high performing culture

Qualifications:

• A willingness and ability to "dive right in", self-learn, be effective, make a difference and retain product knowledge
• Determination to meet and exceed sales and customer satisfaction goals month over month
• Basic troubleshooting skills, perseverance, empathy, and persistence
• Communicate and empathize with all levels of customers, executives, end users, and developers
• Effectively multi-task and balance priorities
• Top-notch written and verbal skills—English 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