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Job Category
Customer Success
Job 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.
Working closely with Sales, Customer Success, Finance, Pricing, Legal, and Renewals to minimise attrition while maintaining accurate forecasts. The candidate will be responsible for early intervention and proactive engagement to creatively solution for risk mitigation, driving license adoption for swaps, and understanding complex contract structuring and its financial impact on the business. They will identify potential risks during the term of the contract, engage with customers and internal stakeholders to resolve underlying issues, optimise financial outcomes, maintain accurate forecasts.
Responsibilities:
- Be the Renewals owner for resolving complex customer issues and mitigating potential attrition during the contract term.
- Provide accurate 90-day rolling forecasts for assigned renewal regions through accurate maintenance of renewal opportunities.
- Leverage existing processes and reporting, as well as lead the creation of new methods for early identification of potential attrition to drive early engagement.
- Perform detailed forensic analysis (usage and contract) and provide concise summaries of highly complex customer issues.
- Be the expert and provide guidance to the extended team on optimal retention and commercial resolutions.
- Work closely with Sales, Customer Success, Finance, Pricing, Legal, and the Renewals team to streamline the resolution process, including notifications and approvals.
- Responsible for the creation of replacement contracts and detailed quotes with approvals.
- Provide key stakeholders with regular status updates and accurate visibility to forecasted attrition, and escalate as needed for support.
- Maintain renewal opportunities and associated data to ensure accuracy.
- Manage a high volume of engagements concurrently.
Required Skills/Experience:
- 5+ years of demonstrated success in a Sales, Renewals, or Account Management capacity with a strong focus on negotiating transactions and resolving contractual issues.
- Proven ability to work at a detailed level with multiple cross-functional internal stakeholders, as well as the customer, to build a business case and drive consensus.
- Strong customer management skills.
- Excellent negotiation skills.
- Strong analytical background with proven problem-solving skills.
- Highly effective communication skills.
- Capable of explaining complex situations clearly and credibly across all functions and levels of the organisation.
- Experience with Salesforce, along with a high level of proficiency with Salesforce Reporting capabilities and Excel.
- Experience working with a large global sales organisation.
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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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