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Salesforce.com, Inc Success Manager, B2B Commerce Cloud in Boston, Massachusetts

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success Group

Job Details

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.

Responsibilities

  • 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

Preferred Qualifications

  • 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/

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form (https://careers.mail.salesforce.com/accommodations-request-form) .

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.

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. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com (http://salesfore.com/) or Salesforce.org .

Salesforce welcomes all.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.

Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the “Most Admired Companies in the World” and one of the “100 Best Companies to Work For” eleven years in a row, and named “Innovator of the Decade” and one of the “World’s Most Innovative Companies” eight years in a row by Forbes.

There are those who choose to work with the best and brightest. And then, there are those who want to do more than just a job. They are the ones improving lives, not only their careers. Having an impact now instead of later. Doing something that’s so much bigger than themselves, an industry, and their company.

We believe everyone can be a Trailblazer. Join Salesforce and discover a future of new opportunities.

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