Consumption Account Senior Manager

Role Description

Delivering customer success with Data + AI + CRM + Trust is the unique value proposition for Salesforce and the Customer 360 Platform. The Consumption Account Manager, Data 360 & Agentforce, demonstrates deep business, industry, and product knowledge to partner with customers, guiding them to accelerate Data 360 & Agentforce consumption and return on investment with Salesforce.

This role combines technical and commercial responsibilities. You will drive growth in your assigned customers and use cases by leading stakeholders, managing executive relationships, and creating and implementing consumption plans. Additionally, you will act as the post-sale technical lead for Data 360 & Agentforce, leveraging your expertise and technical credibility to engage and communicate effectively at all levels within an organization. You will be responsible for developing and implementing technology strategies and providing architectural guidance to ensure Data 360 and Agentforce integrate seamlessly with customers' existing systems.

You will build and nurture positive relationships to help customers progress on their Data 360 and Agentforce consumption journey, ensuring the platform delivers value. The Consumption Account Manager works directly with customers that can vary in their market segment, size, solution complexity, and life cycle, all depending on the customer's needs.

You are a constant learner. You are curious, empathetic and have a strong bias for action. This is an IC (individual contributor) role.

Your Impact

As a trusted advisor you will successfully influence customer outcomes and accelerate Data 360 & Agentforce consumption You will:

• Work across multiple selling teams and internal stakeholders, creating clarity from chaos.
  
• Facilitate activation, adoption and expansion of customer use cases for Agentforce & Data 360. We measure that in terms of healthy consumption.
  
• Leverage account teams, services, customer success, education, and support resources to build and manage tasks beyond your scope of activities or expertise.
  
• Create, own, and execute a point-of-view on how key use cases can be accelerated into production.
  
• Navigate Data 360 & Agentforce Product and Engineering teams for new product innovations, pilot programs, and upgrade needs.
  
• Provide internal and external updates on KPIs related to usage and customer health, covering important risks, product adoption, and use case progression.
  
• Develop mutual success plans with customers.
  
• Help ensure customer success by increasing focus and technical accountability to our most complex customers who need guidance to accelerate usage on Data 360 workloads.
  

Your demonstrated impact includes:

• Experience: 7+ years in customer-facing solutioning for Data, Analytics, AI, and CRM.
  
• Technical Expertise: Full-stack technical qualifications (CRM, Data Architecture, AI/ML) and experience managing technical relationships with C-Level executives.
  
• Communication Skills: Ability to drive effective conversations at the C-level, facilitate difficult discussions, and handle objections adeptly.
  
• Trusted Advisor: Proven success as a trusted advisor, understanding customer motivations and needs to drive business value, and experience integrating complex data architectures.
  
• Customer Success: Experience driving customer success in large, complex selling organizations.
  
• Industry Knowledge: Deep understanding of industry-specific use cases, data architectures, and integration patterns.
  
• Influence and Leadership: Persuasive verbal, written, presentation, and interpersonal communication skills that influence change in large organizations.
  
• Technological Awareness: Staying up-to-date with emerging marketing, data-related, and AI technologies.
  
• Proactive Attitude: A self-starting attitude with the ability to handle tasks independently while collaborating remotely with customers and colleagues.
  
• Data Ethics and Privacy: Commitment to data ethics and privacy, ensuring customer solutions adhere to relevant regulations and best practices in data security and privacy.
  
• Product Development: Hands-on experience building 0-1 products at startups or large companies.
  
• Facilitation Skills: Excellent workshopping and whiteboarding skills.
  

Primary Responsibilities

• Develop an understanding and knowledge of customer's Salesforce Data 360 & Agentforce implementation and evangelize the capabilities of Data 360 & Agentforce.
  
• Engage with strategic customers to understand their goals, assess their capabilities, and provide recommendations to help them accelerate consumption to achieve their business and technology objectives.
  
• Have a passion for operational excellence that drives scalable consumption, ACV growth, and customer success.
  
• Skilled at guiding impactful discovery conversations to unveil nuanced client needs and identify creative solutions through customization.
  
• Guide a customer on org strategy, governance, and change management standard processes based on customer needs.
  
• Demonstrate hands-on Data 360 & Agentforce product knowledge by applying platform features and functions to customer business priorities and roadmap.
  
• Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan.
  
• Produce and implement a comprehensive adoption path showing the current state, target future state with timeline, and an underlying enablement Plan.
  
• Deliver value and innovation to a customer's business by understanding our customers' key business challenges and potential for growth.
  
• Build and cultivate executive-level relationships with the customer's IT and business executive leadership, sponsors, and decision makers to solidify our partnership and dedication to the customer business and IT sponsors & collaborator.
  
• Working with the account team and Salesforce Execs, effectively network within accounts from the Executive-Level down, in order to help customers work towards their goals.
  
• When appropriate, recommend additional Salesforce services and advisory experts needed to drive success.
  
• Proactively communicates technical product changes, degradations, outages, end of life, and other relevant updates.
  
• Collaborate with Salesforce product teams to deeply understand Salesforce solutions and roadmap, and advocate for key features needed for success across the Industry/Territory via Voice of the Customer feedback.
  
• Collaborate with our sales and field engineering teams to accelerate the adoption and growth of the Salesforce Data 360 platform in your accounts.
  

Technical Abilities

As a deep subject matter expert, you will have a rare set of technical proficiencies, including:

• Salesforce Smart: Deep, technical knowledge of the Salesforce platform (Salesforce Admin and Advanced Admin level certifications, hands-on experience with Salesforce Clouds).
  
• Data Architecture & Tools: modern cloud data platforms (Snowflake, Databricks, Big Query, RedShift), data analytics tools (Tableau, Looker, Power BI), data programming models (DataFrames, pandas), and AI (Python, R, Jupyter Notebooks, data wrangling, machine learning).
  
• AI & ML Expertise: Experience with machine learning concepts (predictive and generative AI), plus the ability to communicate value to diverse audiences.
  
• Curiosity & Continuous Learning: Passion for exploring emerging AI research, frameworks, sharing insights, and experimenting with pioneering technologies. Actively stays up to date on new LLM models and agentic approaches, experimenting with prompt engineering to drive innovation.
  

Unleash Your Potential
When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.

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Severe Disability Statement:
We warmly invite applications from individuals with a severe disability status (Schwerbehinderung). Salesforce is committed to equality and creating a workplace that reflects society. We set ambitious goals for representation, emphasize accessibility and inclusion, and continuously learn and improve. Learn more about our inclusion initiatives here. In 2019, Salesforce joined The Valuable 500 to champion disability inclusion in business leadership.

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