Job Title: Scaled Technical Customer Success Manager
Location: Guadalajara
THE OPPORTUNITY:
While we’re proud of our history, we’re even more excited about the future. We want to create a world-class culture and company that attracts, develops, engages and retains elite talent.At Salesloft, our Scaled Technical Success Manager will be pivotal to our company’s success. You will be a key member of our fast-growing and high-performing Customer Success Organization acting as the go-to resource for our valued customers.On a day-to-day basis, you will be responsible for ensuring the technical success, product adoption and retention of our scaled customers in the business.
Specifically, you will:
- Possess a strong technical understanding of the product or service, enabling you to engage in technical discussions with clients and answer complex questions.
- Analyze customer data to identify trends, track success metrics, and provide insights to improve customer experience.
- Engage with customers to provide technical recommendations and assist in deploying them to improve their overall technical health
- Assist in the design, development, and implementation of technical solutions.
- Troubleshoot technical challenges and provide solutions.
- Contribute to and iterate on the creation of technical documentation and presentations.
WHAT WE’RE LOOKING FOR:
We are seeking a motivated, results-oriented, forward-looking team player who can help us grow and mature our scaled customer success mission who will engage, retain, and drive our customers' understanding of Salesloft product offerings. If you’re looking for an opportunity to learn more, do more, and become more, then this is the career path for you!
THE TEAM:
Salesloft’s team is comprised of seasoned and up-and-coming professionals who are all aligned on one vision and mission:
- Vision: Every seller is loved by the buyers they serve (#saleslove)
- Mission: Equip companies to maximize revenue by creating a fantastic buying experience
The Success team at Salesloft is responsible for supporting customer’s business objectives, and steering activities to align with these initiatives. They act as a liaison between internal teams to ensure customer needs are being met, partner with sales to define and achieve customers’ success criteria, and demonstrate ROI to ensure renewal of the Salesloft product suite. We strive to ensure customer satisfaction through education and training, driving adoption, and influencing the customer.The Technical & AI team within our Scaled Success function empowers our customer base to maximize their Salesloft investment through strategic technical guidance and proactive optimization initiatives.
You'll be instrumental in driving platform adoption, resolving technical complexities, and ensuring customers achieve significant business value at scale.The team is also the epitome of our core values and every day they… Lead with humility and respect, Earn customer trust, Put team over self, Redefine what’s possible and Deliver big results.
THE SKILL SET:
- 2-4 year Professional experience, preferable in a customer facing role in SaaS or technology
- Ability to speak English fluently (Projects primarily delivered in English)
- Experience using Salesforce, Microsoft Dynamics, and HubSpot CRM is a plus
- Ability to troubleshoot technical issues and identify solutions.
- Experience having difficult conversations and managing customer expectations
- Effectively balances competing priorities across internal and customer-facing responsibilities, independently creating, updating, and managing project plans with minimal guidance, and negotiating solutions to resolve conflicts when necessary.
- Huge drive, ambition, and motivation for success
- Outstanding work ethic, time management & prioritization abilities
- Ability to learn quickly and adapt to new technologies and situations.
- Experience working in a fast-paced environment
- Disciplined, flexible, and autonomous work habits; we don't micromanage
WITHIN ONE MONTH, YOU’LL:
- Attend Salesloft’s New Hire Orientation, where you will learn our Salesloft story and understand what makes our “Lofters” unique
- Join our 3-week Sales Bootcamp, where you will learn our software and all the skills necessary to set you up for success, allowing you to make an impact in the market quickly
- Begin 1:1’s with your manager, understand your 30-60-90 day plan, meet & shadow current members of the Salesloft team, and delve into your territory
- Set your OKRs (Objectives and Key Results) with your manager and develop an action plan to achieve them
- Become demo certified
WITHIN THREE MONTHS, YOU’LL:
- Begin working with customers
- Be Salesloft admin-certified
- Be a product expert and feel comfortable walking a customer through all aspects of the Salesloft platform
- Have proficiency in both the Salesloft product capabilities as well as modern sales engagement best practices
WITHIN SIX MONTHS, YOU’LL:
- Be fully engaged and working independently with your assigned customers
- Have a greater ability to understand deep technical aspects of a product and educate customers and peers using simplified explanations
- Understand all aspects of the platform and how to train customers on the platform through our scaled program and additional 1-to-1 training or troubleshooting sessions
- Continue to master your knowledge of the Salesloft product and have a deep understanding of our industry, customer profiles and best practices.
- Meeting your business goals and customer KPIs.
WITHIN TWELVE MONTHS, YOU’LL:
- Set an example for new starters, and assist in training, onboarding, and motivating new Lofters
- Be a proven self-starter and able to come up to speed on complex, difficult concepts with minimal assistance
- Have a thorough understanding of the challenges an organization faces when implementing a new technology and how to help them manage change
WHY SHOULD YOU WORK AT SALESLOFT:
- You will become part of an amazing culture with a supportive CEO and smart teammates who actually care
- You will work with an amazing team you can learn from and teach
- You will experience joining a high-growth/high-trajectory organization
- You will hear “Yes, let’s do that!” and then have the opportunity to successfully execute on your ideas
- You will build community with Lofters of many cultures and backgrounds through ERGs and DEI initiatives
- We have a vibrant, open office that utilizes modern technology
- We firmly believe you will have the opportunity to grow more here than you would anywhere else
Salesloft is committed to creating a sense of belonging for all Lofters. We integrate representation and inclusion into Salesloft’s core by establishing and meeting specific, time-bound objectives for fair hiring and career growth. We prioritize actionable steps over terminology, and showcase how a genuinely diverse and inclusive culture enhances our financial success and overall performance. We are proud to be an Equal Opportunity Employer and provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.Don’t meet every single requirement? Studies have shown that people from underrepresented groups are less likely to apply to jobs unless they meet every single qualification.
At Salesloft we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.Keep an eye on our Careers Page for other positions!#LI-HYBRID
