Customer Success Manager - Commerce Cloud

Responsibilities

• Use our Customer Success Methodology to understand goals, assess capabilities, and provide recommendations that help accelerate the achievement of business and technology objectives.
• Develop an understanding and knowledge of customers' Salesforce implementation and evangelize the capabilities of Salesforce across all Clouds.
• Guide a customer on organizational strategy, governance and change management 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 key business challenges and growth opportunities.
• Build and cultivate executive level relationships with the customer's IT and business leadership, sponsors, and decision makers to solidify partnership and dedication to business and IT objectives.
• Work with the account team and Salesforce Executives, optimally network within accounts from the executive level down, to help customers work toward 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.

Qualifications 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 handle objections adeptly.
• Fluency in French & English is required for this opportunity.
• Degree or equivalent proven experience required. Experience will be evaluated based on core proficiencies for the role (e.g., extracurricular leadership, military experience, volunteer roles, work experience).

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 customers, their motivations and needs, and how to approach ensuring their success.
• 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.

Benefits

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.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non discrimination with all employees and applicants for employment. We believe in equality for all. Our policy applies to current and prospective employees, and 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. This policy applies to all aspects throughout the employment journey.