Description
THE ROLE
Marketing Cloud Customer Onboarding Specialists warmly welcome our newest Salesforce marketing cloud customers post-sale and guide them through the critical onboarding phase before implementation begins. This role is designed for experienced professionals who act as trusted advisors, ensuring customers achieve rapid time to value while building a strong foundation for long-term success across Salesforce products—particularly Marketing Cloud and the Salesforce Platform.
You will act as a trusted advisor during early customer engagements, leading strategic onboarding conversations including but not limited to - Marketing Cloud Engagement, Marketing Cloud Account Engagement (Pardot), Marketing Cloud Personalization, Marketing Cloud Intelligence (Datorama), Marketing Cloud Growth, Advanced Editions, and Third-Party Messaging, ensuring customers are prepared for successful implementation and adoption.
RESPONSIBILITIES
Serve as a senior subject-matter expert for Salesforce marketing cloud products, with a strong focus on accelerating initial customer value.
Act as the first post-sale point of contact, providing a confident, warm, and strategic welcome into the Salesforce ecosystem.
Lead virtual 1:1 and group onboarding engagements, educating customers on how to realize business value using Salesforce Customer 360.
Apply consultative skills to uncover business objectives, use cases, and success metrics, shaping long-term customer success.
Design and deliver tailored Success Paths, outlining clear steps to meet customer goals.
Provide strategic, value-based recommendations aligned to customer industry, maturity, and growth plans.
Build strong relationships with customers and internal partners, contributing to regional and global onboarding excellence.
Actively contribute to and elevate the team’s knowledge base, best practices, and onboarding standards.
Mentor and support junior onboarding specialists as a senior team member along with participating in organisation wide workstreams.
REQUIRED EXPERIENCE
Proven success delivering customer-facing presentations and strategic onboarding engagements.
Relevant third-level degree or equivalent professional experience.
4+ years of experience helping customers achieve business outcomes through technology.
Strong ability to work independently, manage priorities, and perform effectively in a fast-paced environment.
Demonstrated application of Customer Success frameworks and methodologies.
Confidence engaging with stakeholders from Administrators to C-suite.
REQUIRED SKILLS & QUALITICATIONS
Fluency in English
Strong business acumen—ability to connect Salesforce capabilities to customer business value.
Exceptional communication and presentation skills, adaptable to varied audiences.
Proven consultative engagement experience with enterprise or mid-market customers.
Relationship-driven, personable, and customer-centric approach.
Strong technical aptitude and ability to learn new Salesforce technologies quickly.
Effective problem-solving and decision-making skills.
Comfort operating in environments of continuous change.
PREFERRED REQUIREMENTS
Salesforce Certifications (Preferred): Marketing Cloud Administrator - Marketing Cloud Email Specialist - Marketing Cloud Consultant - Salesforce Administrator - Agentforce Specialist
Hands-on experience with Salesforce Marketing Cloud and CRM platforms.
Understanding of software implementation and onboarding strategies.
Knowledge of project management principles.
Strong data literacy, including reporting and insight interpretation.
Ability to prioritize effectively under pressure.
Experience will be evaluated based on alignment to the core proficiencies for the role (e.g. extracurricular leadership roles, volunteer work, etc.).
NOTE: By applying to the Sr Success Guide posting recruiters and hiring managers across the organization hiring these roles will review your resume. Our goal is for you to apply once and have your resume reviewed by multiple hiring teams.
BENEFITS & PERKS
Comprehensive benefits package including well-being reimbursement, generous parental leave, adoption assistance, fertility benefits, and more!
World-class enablement and on-demand training with Trailhead.com
Exposure to executive thought leaders and regular 1:1 coaching with leadership
Volunteer opportunities and participation in our 1:1:1 model for giving back to the community
For more details, visit https://www.salesforcebenefits.com/
In school, or graduated within the past 12 months? Please visit FutureForce for opportunities.