Salesforce.com, Inc Principal Success Guide - Commerce Cloud in Indianapolis, Indiana
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Customer Success Group
The role of the Success Guide is crucial in helping to grow value and improve adoption for B2C Commerce Cloud. The Success Guide will engage with customers across all account segments, delivering success engagements to Commerce Cloud Premier customers. Success Guides provide the right recommendation at the right time, enabling customer value realization at scale.
The ideal Success Guide is organized, agile, and passionate about Customer Success. They have excellent presentation and communication skills in both a 1 on 1 and group setting. Using their product knowledge they deliver value to both customers and internal teams. The successful candidate will use their 4+ years experience working on ecommerce platforms to drive best practice adoption and enablement of Commerce Cloud.
Deliver 1:1 & 1:Many Success Programs
Drive “best practice” adoption and enablement of the Commerce Cloud ecommerce platform (and others Commerce Cloud products) through client lifecycle.
Establish a position as a domain and platform expert through delivery of Engagements and other ad-hoc requests to support clients and their site goals.
Lead strategic and best practice discussions on site maintenance and execution.
Drive Guided Success Engagements
Working with the Customer Success teams, provide input and contribute field feedback for new content and Engagements across Salesforce Commerce Cloud suite of products.
Translate strategic ideas and programs into clearly defined action steps specific to the clients’ custom solution.
Deliver on site enablement to clients whose site implementation may range from basic to complex and customized.
Support Customer Success, Marketing, Client Services, Engineering and Sales team as a subject matter expert in end-to-end solution functionality, design and operation.
Work throughout the Salesforce organization as an advocate for continuous innovation as a result of direct client experiences.
Drive and maintain the highest level of client satisfaction possible.
Project strong presence with internal and external clients and influence their behavior.
Preferred Qualifications & Skills
4+ yr Commerce Cloud Experience (B2C)
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
Basic knowledge of business processes (Commerce, Marketing, Service)
Proficient knowledge of the B2C Salesforce Commerce Cloud product and platform features, capabilities, and best use
Good knowledge of Day to day ecommerce site management practices and tasks (site search optimization, merchandising & promotions management, A/B/N testing, analytics & reporting, content management, online marketing)
Basic experience with the implementation of new technology in stores (POS, CRM, “order in store”, “buy online pickup in store”)
Excellent verbal and written communication and interpersonal skills
Diplomacy and professionalism when engaging with customers and navigating complex politics within their organizations
COMPOSURE: Strong customer-facing communication and interpersonal skills with the ability to support complex engagements
EXPERTISE: Working knowledge of industry best practices 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 great listener
TEAM: A team player 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
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