Customer Success Manager

Role definition

Forward-Looking Statements

Statement under the Private Securities Litigation Reform Act of 1995:

This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.

The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.

Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

Quick Poll

Partner Type?Length of Partnership?

• On-demand access to a team of experts to ensure you get the right help at the right time

• This team of experts offers a variety of deep business & technical skill sets to diagnose quickly, address issues, solve problems & answer questions

• Each engagement is optimized to deliver maximum, focused value

What is a Customer Success Manager?Elevator Pitch

Customer Success Drives Salesforce ROI

Faster Deploy-ment

Project in Time & Budget

Pre-Sales Success

Go LiveSign OffPartner2-3 mts. 2-5 mts.1 mts.

CR* /Kick Off

1 mts.Post-Sales Success

*CR: Customer Readiness / Project Kick Off

Higher Adoption

Implementation Best PracticesBusiness Value Mapping

Scoping & Statement of Work Review

Analytics & Insights

UserAdoption &

Productivity

Auto-mation

Business Review & RecommendationsAdoption & Usage Best Practices

Platform & Development Support & Trainings

Quick Poll

How often are you pulled into post-delivery discussions?

Role Profile: Customer Success Manager

• Advocate for the Customer• Guide the development of a Salesforce roadmap to align to the customer’s business objectives• Recommend - create consumption plan, services (i.e. Accelerators), products or AppExchange

to help customers speed business value• Regular Communication across all stakeholders including Customers, R&D, Product

Leadership, CFL, Industries, Alliances, etc., in support of our customer’s success• Align Success Services resources (Accelerators, PA/CSE, Projects) to provide governance

advice, usage/adoption recommendations and risk identification/mitigation in an industry context• Escalate clients issues that need broader help• Orchestrate resolution of product & infrastructure obstacles, enhancement requests, bugs

All Success Managers are certified business advisors who enable the delivery of maximum business value: Salesforce Administrator, Advanced Administrator, Developer, Sales Cloud and Service

Cloud Consultant

Primary focus: Consumption, adoption, & (shape + advise) business value plan for customer

Cloud Services

Vertical Experience:Manufacturing

CPG

Healthcare

Telecoms

Media

PROFESSIONAL SUMMARY

15 years of experience successfully winning, designing and delivering business improvements through technology.

12 years focussed on Salesforce.com. Over 30 implementations across Manufacturing, Finance, CPG, Media and Healthcare.

Specialising in implementation delivery, programme delivery, functional and technical delivery, full program lifecycle and governance for Salesforce.com implementations.

PRIOR ROLES

Senior Manager/Practice Lead Salesforce

Senior Consultant

Sample BIO: Customer Success Manager

Guest Speaker

Stephane Maurin

Customer Success PlatformWorld’s #1 CRM

Developer Success Platform5.5 million apps

World’s most trusted Enterprise Cloud

Force.comHeroku Enterprise

App Exchange

Shield

Trailhead

Lightning

Wave

Sunshine

Multitenant Cloud

MarketingCommunity

ServiceIoT

AnalyticsApps

Sales

Cloud ServicesTrusted Advisors in action

Premier/+

StrategicProjects

Accelerators

MissionCriticalSupport Advisory

Services

MC@Services Innovation &

TransformationCenter

Bringing the Customer Success Platform to LifeDelivering value across all clouds

Advise customers on best practices across all aspects of their Salesforce programmes, including:

Maximise business value out of your Salesforce investment

Customer Success Manager – What I do?

As a starting point, I typically set up a Quarterly Business Review with the executive sponsor for Salesforce: we review the aspects above and look at opportunities to exploit features or services you are not using fully. But I am happy to engage with you in whichever way suits best – feel free to get in touch any time if I can assist you.

▪ I aim to have a deep knowledge of your business, your industry, your architecture and your Salesforce Implementation across all lines of business

▪ I aim to understand your business priorities to help you align them to your Salesforce vision

▪ I will work with you to plan your license consumption, adoption and change management strategy and to proactively identify/mitigate risks

▪ I will help align you with the right Cloud Services resources (Accelerators, Advisory, Consulting/Projects, MCS, Communities, Events, etc) to meet your objectives

▪ I will provide guidance on Salesforce AppExchange partners as needed

What Success Manager’s Do/Don’t Do

SM typically does: “ADVISE” SM does not: “SELL” Who does it?✓ X

Deeply understand customer business, industry, deployments (all clouds)

Regularly align with execs on business priorities and value realization

Help align roadmap to business goals, suggest implementation approaches

Provide customers with a point of view on partner applications

Engage with customers before purchase to ensure they are set up for success

Monitor implementations & Cloud Service resources, providing regular customer updates

Maintain relationships with key contacts across all lines of business

Manage customer consumption and adoption risk

Recommend Accelerators & oversee delivery

Maintain Health Scorecard and share best practices for improvement

Encourage customer adoption of Success Community resources

Brief SF execs and supporting teams on customer status and key challenges

Scope projects

Sell Cloud ServicesAssembles client solution teams (inc SI’s /ISV’s)

Deliver training & certificationDeliver / manage implementations

Discuss pricing or price upliftsEducate on/demo new productsLicense transfers/reconciliation, billing issuesDrive & process Renewals

Confirm accelerator fit and deliver AcceleratorsDeep product expertise

Resolve technical issues and escalationsPerform Admin Services

Detailed tech questions /high level arch guidance

Detailed Release Readiness overviewAccelerator education, recommendationsPromote Marketing events

Specialist

Regional SA

Sales &Renewals

Technical Support

Success Partner

SFUServices/Partner

Auto webinars/ self help

Engagement Manager

Why is sponsorship important?

LASTINGCHANGE

No Action

Supporting Structure

and Process

Need for

Change

Lack Of

Sponsorship

ManagementCommitment

& BehaviorPeople

InvolvementPerformance

Measures

No Direction

No Role Models

No Ownership

No SystemicSolutions

No Results

LASTINGCHANGE

Success Resources to leverage

User Groups: Meet our local experts and customers near you

Circles of Success: Join our live discussions moderated by our

experts on key topics

Help & Training: Find help and access our catalogue of interactive

training to help you and your colleagues succeed with Salesforce

Achieve More: Learn Salesforce best practices to

deliver more on your key business priorities

Trailhead: Learn by doing – try our free learning paths through the Salesforce1 platform, test your knowledge while earning badges to celebrate your achievements

Webinars: Weekly live webinars hosted by our experts on Marketing Cloud, Release Readiness & Feature Adoption, User Adoption

How-To Videos and Hands-On Training: Access almost 100 short videos on new features and frequently asked questions

Confirm meeting frequency/Cadence

Confirm roadmap session

Confirm floor walking

Introduce Success Community

Introduce Useful Links

Customer Success Manager getting started

Success Manager onboarding

Establish cadence with customer

Any Questions?

Final Poll

How many of you have access to Partner Community?

Don’t Miss Out – join Partner Community!

Instructions to join the Partner Community:

https://partners.salesforce.com/s/education/general/Partner_Signup

Chatter Group for all things (partner enablement) for Success Services:

Thank Y u