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Salesforce.com, Inc Senior Customer Success Manager (eCommerce), Commerce Cloud in Berlin, Germany

Job CategoryCustomer Success Group

Job Details

Salesforce Commerce Cloud (formerly Demandware) is the global leader of Cloud based (SaaS) E-Commerce solutions that enable the world's premier retailers to maintain a robust online shopping presence. We empower our clients to improve their ROI by giving them the tools to effortlessly design and deploy seamless E-Commerce sites across traditional web, mobile, tablet and in-store applications. Commerce Cloud provides a highly scalable, integrated cloud platform that allows our clients to rapidly launch and manage multiple e-commerce stores, initiate unique marketing campaigns, and drive customer traffic across a global footprint. Our model serves for an environment of constant innovation which extends to our technology and internal company culture.

The Customer Success team is similar to an enterprise software account management organization; however, we deploy a unique "shared success" pricing model that motivates us to ensure our Customers are fully enabled and equipped to drive top-line sales growth through our platform. Their success is our success. It's the Customer Success Manager's goal to make every customer in their portfolio successful and committed to Salesforce Commerce Cloud for life through a trusted advisor relationship.

Role

Salesforce Commerce Cloud is seeking a Customer Success Manager who will be a highly visible team member responsible for the complete post-sale success and satisfaction of a portfolio of Salesforce Commerce Cloud Customers. Reporting to a Regional Director, the Customer Success Manager will identify and leverage company-wide resources to address any customer satisfaction, growth opportunity or risk in their portfolio. Our Customer Success Managers are expected to possess knowledge, expertise, and experience in Software-as-a-Service business models, Digital Commerce, account management, customer relationship building, and program and project management. Our Customer Success group collaborates with Sales on renewals, participating in commercial negotiations as a Customer advocate and business partner.

At Salesforce Commerce Cloud, the Customer Success team is part of an umbrella organization called the Customer Success Group, which includes Customer Success, Cloud Practice and Advisory Services. The Cloud Practice includes subject matter experts on implementing, using, and optimizing Salesforce Commerce Cloud in addition to digital commerce and omni-channel best practices. Resources from the Cloud Practice and across Salesforce Commerce Cloud will be available to support the Customer Success team in the execution of effective account management engagement plans.

Responsibilities

  • Primary ownership and accountability for ensuring customer growth, satisfaction, and retention within the assigned accounts, which will include a small number of complex, high-value and cross-cloud customers

  • Build, maintain and execute on account plans using our proven Compass Methodology for each assigned account and coordinate appropriate internal domain experts for delivery

  • Develop strong relationships with all key decision makers and influencers across channels, from e-commerce to in-store operations teams

  • Identify, develop, and recognize new opportunities for expanding your Customers' business volume

  • Uncover and mitigate any risk that threatens your Customers' growth, satisfaction, or renewal; conceive and execute risk mitigation plans through the internal Red Account Process

  • Own all primary Customer communication and resolve escalations with autonomy related to the services provided by Salesforce Commerce Cloud

  • Collaborate effectively with the Sales organization to identify new opportunities and assist in closing incremental revenue and secure long-term renewals

  • Ensure ongoing adoption by the customers' website(s) of the continuously innovating Commerce Cloud feature set

  • Act as the liaison between Product Management and the Customer with a focus on feature collaboration and communicating the Commerce Cloud roadmap in a balanced "one-versus-many" approach required by the SaaS model

  • Collaborate with customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted three way partnership between customer, partner, and Salesforce Commerce Cloud

  • Build a solid base of referenceable customer contacts within your assigned portfolio

Preferred Qualifications

  • 6 plus years of professional experience, with 6-plus-years of experience in SaaS/enterprise software Account Management or Client Services managing multi-million dollar portfolios of recurring revenue

  • Digital Commerce industry experience and knowledge with a solid understand of the retail value chain and processes

  • Exposure to the development, execution, and overview of account plans for top tier Customers

  • Experience with CRM systems such as Salesforce.com preferred

  • Exposure to B2B SaaS models from the vendor side, including commercial contracts

  • Strong command stature / executive presence at the C-Suite level; demonstrated ability to seamlessly participate in discussions with business and technical leadership

  • Demonstrated experience in identifying and mapping the customer org structure with ability to bridge turnover at any level of the organization

  • Experience working with distributed, co-located teams required

  • Excellent verbal and written communication and in-person and virtual presentation skills

  • Ability to work independently and to collaborate effectively across functions as part of team in a matrixed environment

  • Success working in a fast-paced, dynamic and creative environment with a rapidly growing company

  • Some experience in commercial contract negotiations

  • Bachelors' degree in a related field required

  • Must be able to travel domestically and internationally up to 50% of the time

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