Customer Success Manager (Salesforce Commerce Cloud / Demandware exp mandatory)

1 Month ago • 8 Years + • Customer Service

Job Summary

Job Description

Salesforce is seeking a Customer Success Manager (CSM) with mandatory experience in Salesforce Commerce Cloud/Demandware. The CSM will be responsible for managing a portfolio of assigned accounts, ensuring clients maximize their Salesforce investment. This role involves forging relationships with strategic customers, developing a deep technical understanding of their Salesforce implementation, sharing best practices, and acting as a point of contact for major incidents, managing customer expectations throughout the resolution process. The ideal candidate is a strong team player, enjoys tackling complex challenges, exhibits professionalism, and is dedicated to exceeding expectations. The role may require travel to customer sites and occasional after-hours or weekend availability.
Must have:
  • 8 years relevant work experience (Technical Account Management, Project/Program Management, Development, or Technical Services/Architect roles).
  • Technical expertise in Salesforce Commerce Cloud.
  • Strong consulting skills and ability to drive business value.
  • Ability to work in AMER / APAC hours.
  • Salesforce Commerce Cloud certifications.
  • Ability to prioritize, multi-task, and perform under pressure.
  • Experience with cloud computing technologies (SOA, application servers, middleware, etc.).
  • Experience consulting/supporting large enterprise accounts with complex configurations and high transaction volumes.
  • Ability to lead efforts to handle complex customer requests and escalations.
  • Good communication skills, able to influence at all levels.
  • Skills to translate technical concepts into business terms.
  • Degree or equivalent relevant experience.
Good to have:
  • Salesforce Commerce Cloud experience (former Demandware Commerce).
  • eCommerce knowledge.
  • Experience with Salesforce Commerce Cloud Technical Architect, Solution Architect, Business Analyst, Functional Consultant, Technical Lead, Technical Account Manager, Team Lead, or Senior Technical Consultant roles.
  • Knowledge of Salesforce major releases and different clouds.

Job Details

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World’s Most Innovative Company according to Forbes, and one of Fortune’s 100 Best Companies to Work six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!The Customer Success team is looking for a driven and detail oriented CSM You will have responsibility for a small number of assigned accounts, maintaining a single-minded focus to ensure clients are extracting the most value out of their Salesforce investment. The TAM will have a track record in translating complex technical issues into tangible solutions. Collaboration with our most strategic customers is a main responsibility, demonstrating extensive knowledge of the Salesforce platform. You will forge relationships with your customers, developing a deep technical understanding of their Salesforce implementation, share technical standard methodologies and act as point of contact for any major incidents, handling the customer’s expectations and communications through resolution of such incidents.The ideal CSM is a great teammate, enjoys complex challenges, exhibits professionalism, is dedicated to meeting and exceeding expectations, building relationships, has strong collaboration skills, is able to learn new technologies quickly and uses their time efficiently. The TAM will likely be required to travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the customer’s needs.
Responsibilities
  • Function as the Commerce Cloud Subject Matter Expert (SME) for the technical and operational configuration (and needs) of the customer.
  • Attain Trusted Advisor status by developing relationships with key collaborators, site owners & administrators.
  • Work closely with the customer to prepare for peak periods and high traffic sales events by assisting with load & performance testing, configuration and tuning.
  • 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, driving business reliability and customer satisfaction
  • Conduct regular checkpoint calls with the customer to review Commerce Cloud releases, performance trends, status of support cases and key projects.
  • Responsible for the coordination of multi-functional resources (from Support, Engineering, Client Services) to support the customers with the resolution of technical issues.
  • Provide timely account or issue executive level summary status reports both internally and to the customer.
  • Coordinate and work closely with the Commerce Cloud Success Manager to ensure tight coordination and alignment on all aspects of account management and communication including Quarterly Success Reviews.
  • Identify and advocate for customer products needs with Salesforce Technology and Product teams.
  • Proactive liaison and focal point into Salesforce Technology and Product teams and Technical Support Team, to address product feature/technical hurdles.
  • Forewarn customers of technology changes or potential disruptions to their service and advise on mitigation strategies.
  • Assist in driving follow-up/completion of recommendations provided as part of technical Accelerators.
  • Assist customers with finding solutions via the Commerce Cloud Partner Community or other service offerings that may benefit the customer.
  • Contribute and collaborate internally to the Salesforce team, share knowledge and standard methodologies with team members, contribute to internal projects and initiatives and serve as Subject Matter Expert (SME) for specific technical or process areas.
Minimum qualifications:
  • Minimum of 8 years relevant work experience in one or more of the following: Technical Account Management, Project or Program Management, Development, or Technical Services/Architect roles.
  • Demonstrating technical expertise in Salesforce Commerce Cloud, Customisation, Implementation, Product knowledge, Major releases of Salesforce, Different Clouds knowledge, etc.). Strong consulting skills and validated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
  • Candidates currently in roles such as Salesforce Commerce Cloud Technical Architect, Salesforce Commerce Cloud Solution Architect, Salesforce Commerce Cloud Business Analyst, Salesforce Commerce Cloud Functional Consultant, Salesforce Commerce Cloud Technical Lead, Salesforce Commerce Cloud Technical Account Manager, Salesforce Commerce Cloud Team Lead, or Salesforce Commerce Cloud Senior Technical Consultant—with a strong ability to manage customer relationships—are encouraged to apply for this position.
  • Flexibility to work in AMER / APAC hours is must
  • 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 & scalability – ideally in eCommerce or similar applications (ERP, CRM) in a SaaS environment
  • 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
  • Skills for both analyzing technical concepts and translating them into business terms, and for mapping business requirements into technical features.
  • Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Accommodations

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

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About The Company

We're Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing wellanddoing good – you've come to the right place.

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