Salesforce.com, Inc Success Manager, B2B Commerce Cloud in Boston, Massachusetts
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Customer Success Group
Salesforce B2B Commerce Cloud is a global leader of Cloud based Ecommerce solutions that enable the world's premier brands to maintain a robust online shopping presence. We empower our clients to improve their return on investment by giving them the tools to easily design and deploy seamless Ecommerce sites that leverage the power of the Salesforce platform. The Customer Success team is similar to an enterprise software account management organization. Our model serves for an environment of constant innovation which extends to our technology and internal company culture. The Customer Success team act as a Trusted Advisor to our customers, ultimately responsible for ensuring their success. You will align at stakeholder level, building and maintaining strong relationships and delivering outcome based engagements. In these roles, you will be responsible for helping customers achieve business value and ROI from their investment with Salesforce. The end result is increased value, retention, customer satisfaction and ultimately expansion of the Salesforce footprint
Salesforce Commerce Cloud is seeking a B2B Customer Success Manager who will be a highly visible team member accountable for leading all aspects of post-sale success and satisfaction of a portfolio of accounts. Reporting to a Regional Director, the Customer Success Manager will identify and use company-wide resources to address any customer satisfaction, growth opportunity or risk in the portfolio.
Accountability for ensuring customer growth, satisfaction, and retention across a number of complex, high-value and cross-cloud customers
Utilize our validated Customer Success methodology to coordinate appropriate customer engagements and internal subject matter specialists
Develop positive relationships with key decision makers and influencers
Identify, develop, and recognize new opportunities for expanding your Customers' business volume
Monitor customer usage data, health indicators, renewal dates and growth opportunities
Uncover and mitigate any risk that threatens a customers' growth, satisfaction, or renewal; conceive and execute risk mitigation plans through escalation and the internal Red Account process
Facilitate customer communication and resolve critical issues 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 renewals
Facilitate ongoing customer adoption and growth by delivering outcome based engagements, roadmap and strategy alignment, and continuous innovation on the Cloud platform
Act as the liaison between Product Management and the customer with a focus on feature enhancement and presenting the Commerce Cloud roadmap
Collaborate with customer's solution integration partner to cultivate overall satisfaction and to build a trusted three way partnership between customer, partner and Salesforce Commerce Cloud
Build a base of referenceable customer contacts
4 plus years of professional experience, preferably in enterprise software Account Management or Client Services
Digital Commerce proven experience and knowledge with a solid understand of the B2B industry landscape; in Manufacturing or CPG is a bonus
Background in maintaining and growing ecommerce websites
Exposure to the development and execution of customer account plans
Experience with CRM systems such as Salesforce CRM preferred
Exposure to B2B Cloud/SaaS technology and business models from the vendor side, including commercial contracts
Exposure to and interactions in executive presence at the C-Suite level; demonstrated ability to seamlessly participate in discussions with business and technical leadership
Proven 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 and virtual 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 innovative environment with a rapidly growing company
Able to travel domestically and internationally when required
Bachelors' degree in a related field desired
For Colorado-based roles: Minimum annual salary of $81,000. You may also be offered a bonus, restricted stock units, and benefits. More details about our company benefits can be found at the following link: https://www.getsalesforcebenefits.com/
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