Customer Success Manager (Salesforce Commerce Cloud / Demandware)

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• Function as the Commerce Cloud Subject Matter Expert (SME) for the technical and operational configuration (and needs) of the customer.
• Attain Trusted Advisor status by developing relationships with key collaborators, site owners & administrators.
• Work closely with the customer to prepare for peak periods and high traffic sales events by assisting with load & performance testing, configuration and tuning.
• Provide proactive Communications in the event of a service degradation or disruption.
• Participate in issues and act as an advocate for customers during the triage and resolution of high severity cases, driving business reliability and customer satisfaction
• Conduct regular checkpoint calls with the customer to review Commerce Cloud releases, performance trends, status of support cases and key projects.
• Responsible for the coordination of multi-functional resources (from Support, Engineering, Client Services) to support the customers with the resolution of technical issues.
• Provide timely account or issue executive level summary status reports both internally and to the customer.
• Coordinate and work closely with the Commerce Cloud Success Manager to ensure tight coordination and alignment on all aspects of account management and communication including Quarterly Success Reviews.
• Identify and advocate for customer products needs with Salesforce Technology and Product teams.
• Proactive liaison and focal point into Salesforce Technology and Product teams and Technical Support Team, to address product feature/technical hurdles.
• Forewarn customers of technology changes or potential disruptions to their service and advise on mitigation strategies.
• Assist in driving follow-up/completion of recommendations provided as part of technical Accelerators.
• Assist customers with finding solutions via the Commerce Cloud Partner Community or other service offerings that may benefit the customer.
• Contribute and collaborate internally to the Salesforce team, share knowledge and standard methodologies with team members, contribute to internal projects and initiatives and serve as Subject Matter Expert (SME) for specific technical or process areas.

• Minimum of 8 years relevant work experience in one or more of the following: Technical Account Management, Project or Program Management, Development, or Technical Services/Architect roles.
• Demonstrating technical expertise in Salesforce Commerce Cloud, Customisation, Implementation, Product knowledge, Major releases of Salesforce, Different Clouds knowledge, etc.). Strong consulting skills and validated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
• Candidates currently in roles such as Salesforce Commerce Cloud Technical Architect, Salesforce Commerce Cloud Solution Architect, Salesforce Commerce Cloud Business Analyst, Salesforce Commerce Cloud Functional Consultant, Salesforce Commerce Cloud Technical Lead, Salesforce Commerce Cloud Technical Account Manager, Salesforce Commerce Cloud Team Lead, or Salesforce Commerce Cloud Senior Technical Consultant—with a strong ability to manage customer relationships—are encouraged to apply for this position.
• Flexibility to work in AMER / APAC hours is must
• Salesforce Commerce Cloud certifications
• Experience with Salesforce Commerce Cloud preferred (former Demandware Commerce).
• eCommerce knowledge is a plus
• Ability to prioritize, multi-task, and perform effectively under pressure.
• Experience with cloud computing technologies; SOA, application servers, middleware, enterprise application integrations, databases, security, performance & scalability – ideally in eCommerce or similar applications (ERP, CRM) in a SaaS environment
• Experienced with providing consulting or support to large scale, enterprise level accounts with technically complex configurations and high volumes of transactions/load
• Ability to effectively lead efforts to handle complex customer requests and escalations within a multi-functional team
• Good communication skills with demonstrated ability to effectively communicate and influence at all levels of an organization, including executive level
• Skills for both analyzing technical concepts and translating them into business terms, and for mapping business requirements into technical features.
• Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

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