Customer Success Manager (Salesforce Commerce Cloud / Demandware exp mandatory)

Salesforce; Bengaluru; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

Salesforce is seeking an experienced Customer Success professional to act as a Commerce Cloud SME, overseeing technical configurations and driving business value for enterprise accounts. You will work with clients, admin teams, and Salesforce teams to ensure optimal performance and satisfaction.

The role requires strong consulting skills, the ability to translate technical needs into business terms, and collaboration across Support, Engineering, and Client Services.

Qualifications

• Minimum 8 years of relevant work experience in technical account management, project/program management, development, or technical services/architect roles.
• Strong consulting skills and ability to drive business value and influence C-level conversations.
• Experience with Salesforce Commerce Cloud certifications is preferred.

Responsibilities

• Function as the Commerce Cloud SME for the customer’s configuration and needs.
• Develop Trusted Advisor relationships with key stakeholders and admins.
• Coordinate with cross-functional teams to support high-traffic eCommerce events and performance testing.
• Provide proactive communications during service degradation or incidents.
• Lead multi-functional resource coordination to resolve complex issues for enterprise accounts.

Skills

Commerce Cloud SME

Technical Account Management

Customer relationship mgmt

Education

Bachelor's degree or equivalent

Tools

SOA

Middleware

ERP integrations

Job description

Job Category

Customer Success

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Salesforce, the Customer Success Platform and world\'s #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World’s Most Innovative Company according to Forbes, and one of Fortune’s 100 Best Companies to Work six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!The Customer Success team is looking for a driven and detail oriented CSM You will have responsibility for a small number of assigned accounts, maintaining a single-minded focus to ensure clients are extracting the most value out of their Salesforce investment. The TAM will have a track record in translating complex technical issues into tangible solutions. Collaboration with our most strategic customers is a main responsibility, demonstrating extensive knowledge of the Salesforce platform. You will forge relationships with your customers, developing a deep technical understanding of their Salesforce implementation, share technical standard methodologies and act as point of contact for any major incidents, handling the customer’s expectations and communications through resolution of such incidents.

Responsibilities

• 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 developingrelationships 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.
• 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 SME for specific technical or process areas.

Minimum qualifications:

• 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 inSalesforce 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.)

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance andbe your best, and our AI agents accelerate your impact so you cando your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

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