Salesforce.com, Inc.
Customer Success Manager, Digital - Commerce Cloud
Salesforce.com, Inc., Chicago, Illinois, United States, 60290
Customer Success Manager, Digital - Commerce Cloud
Apply below after reading through all the details and supporting information regarding this job opportunity. Role overview: For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, delivered by our most skilled experts, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.
As a Customer Success Manager (CSM), you will serve as a named resource and partner for Salesforce's customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams, maintaining awareness of key events, needs, potential risks, and value drivers. You will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Salesforce investment. You will act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through the resolution of such incidents.
This position will focus on our Digital Signature customers, driving customer advocacy and reducing attrition by collaborating with Digital Sales partners, expanding Signature coverage, consuming Premier entitlements, and by making strategic customer investments that foster trusted growth and success. This role will focus on Commerce Cloud.
Your Impact
Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion.
Cultivate and maintain stakeholder relationships with the customer's IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
Help your customers achieve their business goals and outcomes on the Salesforce platform by:
Coordinating the completion of the Signature Success catalog of services as required for your customer.
Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer.
Acting as an advisor to your customers for the adoption of new features of Salesforce's annual release schedules and identifying potential challenges and risks to your customer's implementation.
Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success.
Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.
The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the customer's need.
Minimum Requirements
Minimum of 8 years work experience in one or more of the following: Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.
Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
Knowledge of software development process and design methodologies.
Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.
Minimum of 2 years of experience with Salesforce Commerce Cloud.
Preferred Requirements
Experience with Commerce Cloud, and/or a competing platform (i.e. Shopify, Adobe, Marketo, etc.)
Salesforce product certifications are a plus (
AI Associate
,
Administrator
, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant,
B2C Commerce Developer
Administrator, Consultant, Email Specialist, Engagement Consultant).
Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
Experience working with Enterprise-level customers.
Note:
This role is office-flexible, and the expectation is to be in office 3 days per week (Seattle/Bellevue, Chicago, Indianapolis or Atlanta).
Accommodations
If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.
Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. Salesforce believes in equality for all and is committed to creating a workplace that's inclusive and free from discrimination. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit.
In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at: https://www.salesforcebenefits.com.
For Washington-based roles, the base salary hiring range for this position is $133,400 to $223,700. For Illinois-based roles, the base salary hiring range for this position is $133,400 to $223,700.
Helping all candidates find great careers is our goal. The information you provide here is secure and confidential.
We are now directing you to the original job posting. Please apply directly for this job at the employer’s website.
#J-18808-Ljbffr
Apply below after reading through all the details and supporting information regarding this job opportunity. Role overview: For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, delivered by our most skilled experts, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.
As a Customer Success Manager (CSM), you will serve as a named resource and partner for Salesforce's customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams, maintaining awareness of key events, needs, potential risks, and value drivers. You will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Salesforce investment. You will act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through the resolution of such incidents.
This position will focus on our Digital Signature customers, driving customer advocacy and reducing attrition by collaborating with Digital Sales partners, expanding Signature coverage, consuming Premier entitlements, and by making strategic customer investments that foster trusted growth and success. This role will focus on Commerce Cloud.
Your Impact
Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion.
Cultivate and maintain stakeholder relationships with the customer's IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
Help your customers achieve their business goals and outcomes on the Salesforce platform by:
Coordinating the completion of the Signature Success catalog of services as required for your customer.
Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer.
Acting as an advisor to your customers for the adoption of new features of Salesforce's annual release schedules and identifying potential challenges and risks to your customer's implementation.
Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success.
Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.
The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the customer's need.
Minimum Requirements
Minimum of 8 years work experience in one or more of the following: Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.
Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
Knowledge of software development process and design methodologies.
Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.
Minimum of 2 years of experience with Salesforce Commerce Cloud.
Preferred Requirements
Experience with Commerce Cloud, and/or a competing platform (i.e. Shopify, Adobe, Marketo, etc.)
Salesforce product certifications are a plus (
AI Associate
,
Administrator
, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant,
B2C Commerce Developer
Administrator, Consultant, Email Specialist, Engagement Consultant).
Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
Experience working with Enterprise-level customers.
Note:
This role is office-flexible, and the expectation is to be in office 3 days per week (Seattle/Bellevue, Chicago, Indianapolis or Atlanta).
Accommodations
If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.
Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. Salesforce believes in equality for all and is committed to creating a workplace that's inclusive and free from discrimination. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit.
In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at: https://www.salesforcebenefits.com.
For Washington-based roles, the base salary hiring range for this position is $133,400 to $223,700. For Illinois-based roles, the base salary hiring range for this position is $133,400 to $223,700.
Helping all candidates find great careers is our goal. The information you provide here is secure and confidential.
We are now directing you to the original job posting. Please apply directly for this job at the employer’s website.
#J-18808-Ljbffr