Description
The Customer Success team at Salesforce is looking for a driven and detail-oriented Customer Success Manager (CSM). You will be responsible for a small number of assigned accounts, ensuring clients extract the most value out of their Salesforce investment.
Responsibilities:
- Function as the Commerce Cloud Subject Matter Expert (SME) for the technical and operational configuration of the customer
- Attain Trusted Advisor status by developing relationships with key collaborators, site owners, and administrators
- Work closely with the customer to prepare for peak periods and high traffic sales events
- Provide proactive communications in the event of a service degradation or disruption
- Participate in issues and act as an advocate for customers during the triage and resolution of high-severity cases
- Conduct regular checkpoint calls with the customer to review Commerce Cloud releases, performance trends, and key projects
- Coordinate and work closely with multi-functional resources to support customers with technical issue resolution
- Provide timely account or issue executive-level summary status reports
- Identify and advocate for customer product needs with Salesforce Technology and Product teams
- Forewarn customers of technology changes or potential disruptions to their service and advise on mitigation strategies
Minimum qualifications:
- Minimum of 8 years of relevant work experience in Technical Account Management, Project or Program Management, Development, or Technical Services/Architect roles
- Demonstrated technical expertise in Salesforce Commerce Cloud, customization, implementation, and product knowledge
- Strong consulting skills and validated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations
- Salesforce Commerce Cloud certifications
- Experience with Salesforce Commerce Cloud preferred (former Demandware Commerce)
- eCommerce knowledge is a plus
- Ability to prioritize, multi-task, and perform effectively under pressure
- Experience with cloud computing technologies, SOA, application servers, middleware, enterprise application integrations, databases, security, performance, and scalability
- Experienced with providing consulting or support to large-scale, enterprise-level accounts with technically complex configurations and high volumes of transactions/load
- Ability to effectively lead efforts to handle complex customer requests and escalations within a multi-functional team
- Good communication skills with demonstrated ability to effectively communicate and influence at all levels of an organization, including executive level