Salesforce.com, Inc Senior Customer Success Manager (eCommerce), Commerce Cloud in Berlin, Germany
Job CategoryCustomer Success Group
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.
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.
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
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
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.
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