Cloud Journey- Success Services

1. Customer Success
Manager
​ Role definition

2. 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.

3. Quick Poll
Partner Type?
Length of Partnership?

4. • 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

5. Customer Success Drives Salesforce ROI
Faster
Deploy-
ment
Project in
Time &
Budget
Pre-Sales Success
Go LiveSign OffPartner
2-3 mts. 2-5 mts.1 mts.
CR* /
Kick Off
1 mts.
Post-Sales Success
*CR: Customer Readiness / Project Kick Off
Higher
Adoption
Implementation Best Practices
Business Value Mapping
Scoping & Statement of Work Review
Analytics &
Insights
User
Adoption &
Productivity
Auto-
mation
Business Review & Recommendations
Adoption & Usage Best Practices
Platform & Development Support & Trainings

6. Quick Poll
How often are you pulled into post-
delivery discussions?

7. 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

8. 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

9. Guest Speaker
Stephane Maurin

10. Customer Success Platform
World’s #1 CRM
Developer Success Platform
5.5 million apps
World’s most trusted
Enterprise Cloud
Force.com
Heroku Enterprise
App Exchange
Shield
Trailhead
Lightning
Wave
Sunshine
Multitenant Cloud
Marketing
Community
Service
IoT
Analytics
Apps
Sales
Cloud Services
Trusted Advisors in action
Premier/+
Strategic
Projects
Accelerators
Mission
Critical
Support
Advisory
Services
MC@
Services Innovation &
Transformation
Center
Bringing the Customer Success Platform to Life
Delivering value across all clouds

11. ​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

12. 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 Services
Assembles client solution teams (inc SI’s /ISV’s)
Deliver training & certification
Deliver / manage implementations
Discuss pricing or price uplifts
Educate on/demo new products
License transfers/reconciliation, billing issues
Drive & process Renewals
Confirm accelerator fit and deliver Accelerators
Deep product expertise
Resolve technical issues and escalations
Perform Admin Services
Detailed tech questions /high level arch guidance
Detailed Release Readiness overview
Accelerator education, recommendations
Promote Marketing events
Specialist
Regional SA
Sales &
Renewals
Technical Support
Success Partner
SFU
Services/Partner
Auto webinars
/ self help
Engagement Manager

13. Why is sponsorship important?
LASTING
CHANGE
No Action
Supporting
Structure
and Process
Need
for
Change
Lack
Of
Sponsorship
Management
Commitment
& Behavior
People
Involvement
Performance
Measures
No Direction
No Role Models
No Ownership
No Systemic
Solutions
No Results
LASTING
CHANGE

14. 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

15. ​ 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

16. Any Questions?

17. Final Poll
How many of you have access to
Partner Community?

18. 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:

19. Thank Y u