Change the way the world does business at salesforce.com, the global leader in software as a service (SaaS). More companies trust their vital customer and sales data to salesforce.com than any other on-demand customer relationship management (CRM) provider in the world. Salesforce.com has evolved from a startup founded by four people in a cramped San Francisco apartment 9 years ago to an organization with more than 2,700 employees. For fiscal year 2008, we reported revenue of approximately $748.7 million, an increase of 51 percent from fiscal 2007.

For more than 7 years, salesforce.com has been operating in Europe. 400+ regional employees work in Sales, Professional Services, Customer Support, Marketing, Finance, and other G&A roles. Our Dublin, Ireland, office is the European hub for our Corporate Sales organisation, focused on delivering customer solutions to companies with 1–1,000 employees. Dublin has doubled in size in the last year and now has almost 200 employees supporting all of Europe. The Dublin office is in a state-of-the-art building in Sandyford Business Park, only 20 minutes from the City Centre. With 10 offices across Europe, our Enterprise Sales organisation focuses on field sales to customers and prospects with more than 1,000 employees. We have teams focused on regional as well as vertical markets. To support this expansion into vertical markets, we’ve recently opened a new office in the heart of the City of London and will soon have new facilities including customer training facilities in an office near Heathrow Airport.

Description: Salesforce.com’s Customer Success Managers (CSMs) are subject matter experts when in comes to CRM and the business processes which it facilitates. They are the trusted advisor to our customers, helping ensure customers achieve success with their implementation and return on their investment. The CSM works with a broad cross-section of customers in the SMB space to strengthen adoption; identify opportunities to expand the footprint, and help ensure the renewal of salesforce.com. By leveraging a consultative approach, our CSMs work strategically with their customer base, to understand their business objectives, determine the best approach for leveraging salesforce.com capabilities, and provide recommendations on how to proceed. CSMs are an integral component of our sales organization, and we are looking for strong contributors to join this hybrid team of competitive and experienced professionals focused on customer satisfaction, process improvements, and our customer's ROI.In growing the EMEA CSM team, the Corp CSM Team Leader will play a key role in further driving the success methodology deeper into our EMEA customer base. ###The CSM Team Leader will manage a territory of accounts and provide first line leadership to the corporate CSM team. ### This role will report to the Director Customer Success, EMEA.
Responsibilities:
• Managing the CSM activity of a team of Customer Success Managers across the EMEA region, you will be working closely with the corporate sales organisation to provide strategic direction in driving adoption and ensuring optimal use and prioritisation of resources. This role will also include close liaison with sales, professional services, customer support and renewal departments
• Managing your team's delivery on success reviews in an effective and timely manner.
• Interpreting customer business issues/requirements and co-ordinating the required internal salesforce.com resources to drive to timely resolution. vWorking with your team to develop a range of inspirational success materials and recommendations to enable client's business initiatives to be realised.
• You will be expected to fully understand and clearly articulate the benefits of salesforce.com to all levels including line of business managers and "C" level executives
• Proactive support of relationships with customers and partners.
• Participation in all appropriate product, sales and procedural training and certification to acquire and maintain the knowledge necessary to be effective in the position
• Managing the ongoing development, expansion and execution of the corporate CSM programme across the EMEA region
• Building internal relationships with the EMEA Corporate Sales Team to identify key areas of focus for the CSM programme to assist in driving success and expansion of the existing customer base.
• Proactively identify and prioritise accounts to focus efforts within a defined territory as based on perceived risk, potential growth, strategic value, and renewal timeframe.
• Develop success plans for customers that outline their critical success factors, metrics for success, potential issues and provide recommendations.
• Closely monitor adoption rates of assigned accounts; provide keen insight into exactly how customers are using our service, the pros and cons, anything we can do to improve their ROI on the service.
• Develop a complete understanding of the salesforce.com products and working knowledge of complementary products and services
• Gather and create best practices for implementing and using salesforce.com to be disseminated to customers through content, conversations and presentations.
• Act as liaison between product management and the customer to be an expert on the product, understand the roadmap and escalate critical product issues.
• Work closely with professional services and consulting partners to identify new opportunities and facilitate transitions following new implementations or re-implementation.
• Work collaboratively with Account Executives who are responsible for driving revenue opportunities across a diverse account base through uncovering new business opportunities within the install base. .

Required Skills/Experience:
• Team management skills (Desirable)
• Extensive account management experience
• Fluency in any of the following languages would be advantageous - Italian, Spanish, German, Swedish or French
• Experience in mentoring a team
• Strong consulting experience (especially in CRM, ERP, etc.)
• Proven experience building new business pipeline for product, services, and education
• Relevant industry experience in High Tech/Enterprise Software
• Prior hands-on working knowledge and/or implementation of an enterprise class CRM application (e.g. salesforce.com, Siebel, SAP, Oracle, PeopleSoft)
• Excellent presentation, written and verbal communication skills
• Experience working with senior executive level personnel
• Proven time management skills with the ability to prioritize tasks
• Work well under pressure

Salesforce.com is an invigorating and stimulating place to work. The best-of-the-best work side by side every day—addressing challenges and providing the opportunity for each of us to do the best work of our careers. If you are ready to become a key contributor and join one of today’s hottest, market-leading companies, then send us your resume/CV and accomplishments today. In return for your efforts, salesforce.com offers a competitive compensation and benefits package, including paid-time-off for volunteering and more. Principals only, no agencies please. At salesforce.com equal talent always means equal opportunity.