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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 Commerce Cloud is seeking a Success Guide to join the Salesforce Commerce Cloud Team. This position is for someone who is highly motivated, self- directed, has a desire to work on a cloud based e-commerce platform and a passion for Customer Success. The role of the Success Guide is essential in helping to grow value and improve adoption for the Commerce Cloud portfolio in addition to helping customers and partners overcome functional and technical challenges, feature explanation, and standard process guidance. Success Guides provide the right recommendation at the right time, enabling customer value realization at scale.

Responsibilities

Deliver product adoption targeted at business users in retail organizations (E-commerce Managers, Merchandisers, Online Marketers, etc.)
Drive standard process adoption and enablement of the Commerce Cloud e-commerce platform (and other Commerce Cloud products) throughout the client lifecycle.
Owning and solving our most complex customer issues through delivery of engagements and other ad-hoc requests to support clients and their site goals.
Inspire customer partners to deploy our recommendations and track long-term business outcomes.
Offer tailored advice and insights to the customer in order to help them improve current return on investment and make them aware of the contributed of other Salesforce products.
Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
Engage in open dialogue with customers regarding ways to improve and expand user engagement, and to solicit feedback in order to improve our product and service offerings.
Translate strategic ideas and programs into clearly defined action steps specific to the clients’ custom solution.
Drive and maintain the highest level of client satisfaction possible.

Desired Qualifications

Working knowledge and experience with Commerce Cloud fundamentals and how it should be shown to solve business challenges
Solid understanding of e-commerce site management practices and tasks (site search optimization, merchandising & promotions management, A/B testing, analytics & reporting, content management, online marketing, etc.)
Shown success leading customer-facing presentations and engagements such as webinars and presentations (cloud-based and commerce products preferred)
Understanding of customer requirements and business objectives to provide recommendations on using Commerce Cloud to achieve business goals
Ability to prioritize, multitask, and perform effectively and independently in a highly dynamic work environment
A high tolerance for ambiguity as well as flexibility and adaptability
Familiarity with main web technologies such as JavaScript, HTML, XML, JSON, CSS
Understanding of APIs/third-party integrations
Professionalism engaging with customers and navigating sophisticated politics within their organizations
Salesforce Administrator Certified preferred
Foreign language proficiency in Spanish is required and additional fluency in Portuguese would be preferred.

Leadership Qualities

COMPOSURE: Strong customer-facing communication and social skills with the ability to support sophisticated engagements
EXPERTISE: Solid understanding of industry standard methodologies and implementation experience of the salesforce product suite
LEARNER: Has a passion for continued education in new technologies and complex business and technical concepts
PASSION: Passionate about Customer Success and is a phenomenal listener
TEAM: A teammate that everyone enjoys working with and has a generous heart
TRUST: Ability to earn the trust of the customer and lives the company’s core values

Accommodations

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