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Job Category
Customer SuccessJob Details
About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword — it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place Agentforce is the future of AI, and you are the future of Salesforce.
<職務概要>
Customer Success Area Lead (CSAL) は、カスタマーサクセス部門のアンバサダーとして、営業部門のエグゼクティブパートナーと密接に連携する役割を担います。CSALの主なミッションは、顧客のビジネス課題に対して契約(Success Plan)に含まれる様々な支援リソースを適切に割り当てることで顧客の解約リスクを最小化することです。そのために、CSALは営業部門やカスタマーサクセスのデリバリーチームと協業し、データに基づいたプロアクティブな投資戦略と実行計画を策定します。この職種はIndividual Contributorのポジションですが、社内(日本オフィスおよび米国本社)のSenior DirectorやVPレベルの関係者と協業できるシニアな経験と能力が求められます。
<主な職責>
- 戦略的投資と実行: 解約リスクのある顧客に対し、データに基づいたプロアクティブな投資(投資プログラムの推奨等)を促進し、解決策を推進します。
- 部門間のアライメント: 営業、サクセスプラン営業、およびカスタマーサクセスのリーダー間で、優先順位が常に一致していることを確実にします。
- リスク・エスカレーション管理: 営業リーダーの窓口として、エスカレーションが発生したアカウントやリスクアカウントの状況を社内のサクセスチームと定期的にレビューします。
- 解約(アトリション)の防止: Premier Success Planをご利用のお客様において、契約更新サイクルを問わず、解約の排除および軽減に努めます。
- ビジネスレビューの支援: 営業部門が実施するビジネスレビューにおいて、カスタマーサクセス側のリーダー(Operating Unit Leader)をサポートします。
- リニューアルチームとの連携: リニューアル(契約更新)担当部署と緊密に連携し、円滑な契約更新を支援します。
<必要なスキルとコンピテンシー>
戦略的思考とビジネスアドバイザリー
- ビジネスパフォーマンスを理解し、批判的思考を通じて独自の視点(POV)を構築する能力。
- テクニカルな専門性よりも、ビジネスアドバイザーとして社内リソースを動員する能力が重視されます。
コミュニケーションと影響力
- 誠実な対話: 困難な状況でも勇気を持って伝えるコミュニケーション能力(Courageous Communicator)。
- 交渉と信頼構築: ステークホルダーとの高度な交渉力、および信頼と信憑性を築く能力。
データ分析と価値の定義
- データ分析を通じてインサイトを提供し、顧客のビジネス価値の定義と実現を推進する能力。
プロジェクト管理と実行力
- リスクの特定と軽減、戦略の整合、およびアジリティ(機敏性)を持った実行能力。
<職務の特性と専門性>
- 対象範囲: 単一の製品(Single Cloud)に留まらず、マルチクラウド(Multi Clouds)にわたる広範な知識が求められます。
- 言語: 日本語、英語(ビジネスレベル)
- 役割の性質: 主に社内顧客(営業部門等)を対象としたサクセス推進のリード役となります。
Unleash Your Potential
When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what's possible — for yourself, for AI, and the world.
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Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.
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