**Job Category **:Customer Success Group **Job Details**: **The Experience Cloud Practice Lead is a demonstrated thought leader in technical and/or functional aspects of customer and partner engagements that lead to the successful delivery of Experience Cloud Projects.** **This role will include supporting the development of client-specific implementation proposals, SOWs, staffing plans, engaging with SMEs across the organization to gain consensus on an acceptable proposal, best practices within the Experience Cloud community, development of shared assets and strategic alignment on global initiatives.** **Responsibilities** - **Mentorship: Ability to encourage and share knowledge and experience with members of the team to enable and help scale** - **Inspire people to do the best work of their careers, being a multiplier, amplifying the knowledge and capability of the people around you while continuing to provide an inclusive workplace as one of Best Places to Work.** - **Positively impact internal and external initiatives across Services, Support, Enablement, Alliances and TMP** - **Demonstrated ability to influence a group audience, facilitate solutioning and lead discussions such as implementation methodology, road mapping, Enterprise Transformation strategy, and executive-level requirement gathering sessions** - **Recognized as a valuable and trusted advisor by our customers and other members of Salesforce Experience Cloud community and continue to build a reputation for excellence in Professional Services** - **When engaged on customer initiatives, assist with team leadership and help/exceed goals and metrics while providing insight to Experience Cloud best practices** - **Deliver high client satisfaction (CSAT) by ensuring value is realized through each engagement** - **Manage multiple strategic clients simultaneously** - **Maintain the relationships across the project team and act as an escalation point within the implementation, as it relates to Experience Cloud in a billable capacity, ensuring tight stakeholder alignment, offering proactive and prescriptive advice resulting in outstanding Customer Success.** - **50% billable on services engagements** - **Align closely with Account and Services Sales teams and support pre-sales activities such as scoping, engagement plan development and project staffing** - **Collaborate with the Go-to-Market Team to drive continued growth of services** **Preferred Qualifications and Skills**: - **BA/BS degree or foreign equivalent** - **Salesforce Experience Cloud platform experience required** - **Relevant Salesforce certifications** - **Ability to work independently and be a self-starter.** - **Proven experience in designing and delivering Experience Cloud project implementations in Customer Service and/or Partner Relationship Management.** - **Deep understanding of Experience Cloud product capabilities and an understanding of Salesforce CMS and Salesforce Mobile Publisher products.** - **Functional knowledge and understanding of the User Experience capabilities of Experience Cloud and typical customer requirements in this area and typical implementation challenges with Experience Design / User Interface.** - **Ability to understand use cases for cross-product capabilities that work alongside Experience Cloud** - **Desire to learn new product technologies** - **Excellent analytical & problem solving skills** **Leadership Qualities**: - **PASSION: Passionate about Customer Success** - **BEGINNERS MIND: Always learning; approaches each interaction with open mind; great listener and hands-on** - **LEADERSHIP: Self-aware and strategic thinker; proficient at building strong relationships** - **COMMUNICATOR: Speaks and writes with clarity, brevity, and purpose; explains area of expertise clearly and confidently to others; influences and engages C-Level with authority and confidence** - **STORYTELLER: Confidently and effectively facilitates and presents; ably defends point-of-view; keeps audiences engaged and delivers a clear and memorable message** - **TEAM PLAYER: Proficient at collaboration and working with members of a team** - **URGENCY: Ability to move fast and drive business value and results** - **TRUST: Trusts the company’s core values; shows integrity, transparency, and reliability** - **ADAPTABLE: Excels in high levels of uncertainty and change** - **COMMUNITY CHAMPION: Leads internal initiatives; actively contributes to the Community’s knowledge and resource base** **Accommodations**: **Posting Statement**: At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits. Salesforce welcomes al