Success Specialist

Salesforce Salesforce · Enterprise · Tokyo, Japan

Salesforce is seeking a Success Specialist to maximize the value of Salesforce products and accelerate customer business growth and transformation. This role involves leveraging deep business, industry, and product expertise to build strong customer partnerships and drive business outcomes (ROI) beyond the Salesforce investment. The Success Specialist will provide strategic guidance to customers with complex and large-scale environments, offering support from onboarding to advanced feature utilization and organizational transformation. They will also participate in internal strategic programs, feeding insights back into the company to improve standard support frameworks and help more customers with common challenges. The ideal candidate is passionate about transforming businesses through AI and digital power, possesses expertise in one or more Salesforce product clouds, and can engage with customers at an equal footing.

What you'd actually do

  1. Leverage customer success methodologies to collaborate with key stakeholders, clarify goals, and provide advice to accelerate goal achievement through business and technical aspects.
  2. Provide advice based on recommendations and best practices to ensure customers can effectively utilize Salesforce products in large and complex environments, and resolve issues hindering adoption.
  3. Create plans (roadmaps) for customers in the early stages of implementation to reach business goals quickly and ensure they experience early success.
  4. Analyze the gap between the current situation and the ideal state, and create specific and effective adoption scenarios (Success Paths) including schedules and user training plans to achieve goals.
  5. Identify potential risks that may hinder customer goal achievement early on, and collaborate with relevant departments to plan and execute effective mitigation measures.

Skills

Required

  • IT industry consulting or customer success experience
  • New technology interest and ability to apply them to business
  • Customer-centric mindset
  • Ability to structure complex issues and lead discussions
  • Effective presentation and communication skills
  • Ability to prioritize and manage multiple tasks
  • Project leadership and problem-solving skills
  • Native Japanese
  • Business English

Nice to have

  • Salesforce certifications
  • Broad knowledge of SaaS/PaaS and enterprise architecture
  • Experience supporting large-scale organizational change or DX projects

What the JD emphasized

  • 5+ years of experience in consulting or customer success in the IT industry
  • Ability to quickly learn and apply new technologies to business
  • Ability to lead discussions by structuring complex issues with a customer-centric mindset
  • High communication skills to build trust by presenting effectively to diverse stakeholders
  • Execution ability to organize multiple tasks by priority and achieve results in a fast-paced environment
  • Ability to take responsibility and lead projects to completion by involving internal experts and stakeholders
  • Native level Japanese
  • Business level English