Customer Success Manager - Commerce Cloud

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About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

The Success Manager demonstrates deep business, industry, and product knowledge to partner with customers and guide them to accelerate business value and return from their investment with Salesforce.
In this role, the Success Manager will specialize in one or more lines of business, a specific cloud or industry to speak the customer language and ensure customer value realization.

They are aligned at the key partner levels, building and encouraging positive relationships to help customers progress on their digital journey. Success Managers work directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customer's needs.
The ideal Success Manager will possess both a Cloud specialization and industry skills that enable them to speak the customer language.

Responsibilities

• Use our Customer Success Methodology to understand their goals, assess their capabilities, and provide recommendations to help them accelerate the achievement of their business and technology objectives

• Develop an understanding and knowledge of customers' Salesforce implementation and evangelize the capabilities of Salesforce across all of our Clouds

• Guide a customer on organizational strategy, governance and organizational change standard processes based on customer needs

• Demonstrate hands-on Salesforce product knowledge by applying platform features and functions to customer business priorities and roadmap

• Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan

• Produce and implement a comprehensive adoption path showing the current state, target future state with a timeline, and an underlying enablement plan

• Deliver business value and innovation to a customer's business by understanding our customers' key business challenges and potential for growth

• Build and cultivate executive-level relationships with the customer's IT and business executive leadership, sponsors, and decision-makers to solidify our partnership and dedication to the customer business and IT sponsors and collaborators

• Work with the account team and Salesforce Executives, optimally network within accounts from the executive level down, to help customers work towards their goals

• When appropriate, recommend additional Salesforce services and advisory experts needed to drive success

• Proactively communicate technical product changes, degradations, outages, end of life and other relevant updates

Required Qualifications

• Experienced professional with 7-10 years of relevant industry expertise

• In-depth knowledge in one or more lines of business (LoBs) - a specific cloud or industry

• Strong consulting skills and confirmed results working as a Trusted Advisor to drive business value for customers

• Ability to drive effective and influential conversations at the C-level; facilitate difficult discussions and be adept at handling objections

• Fluency in French & English is required for this opportunity

Preferred Qualifications

• Solid understanding of Salesforce product and platform features, capabilities, and best use

• Ability to articulate the importance and value of Governance to Business and IT executives

• A good understanding of enterprise architecture principles is strongly preferred

• Ability to quickly grasp and clearly explain technological and business concepts

• Serve as a trusted advisor, with a deep curiosity to understand your customers, their motivations and needs, and how to approach ensuring their success

• Degree or equivalent proven experience required. Experience will be evaluated based on the core proficiencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

• The ideal candidate should have an understanding of a retail company's e-commerce strategy, including omnichannel integration and online sales support, as well as insight into customer lifetime value, digital engagement, and conversion optimization

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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