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

Salesforce.com, inc.; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Salesforce.com, inc. in Bengaluru is seeking a Customer Success Manager with Salesforce Commerce Cloud/Demandware experience. You will act as the Commerce Cloud SME, manage strategic relationships, and coordinate resources to ensure customers maximize value from their Salesforce investment.

The role emphasizes proactive communication, collaboration with stakeholders, and handling peak periods, with occasional after-hours availability as needed.

Qualifications

• Function as the Commerce Cloud 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.

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 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

Skills

Salesforce Commerce Cloud

Relationship management

Customer success

Job description

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

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 Worlds Most Innovative Company according to Forbes, and one of Fortunes 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. The ideal CSM is a great teammate, enjoys complex challenges, exhibits professionalism, is dedicated to meeting and exceeding expectations, building relationships, has strong collaboration skills, is able to learn new technologies quickly and uses their time efficiently. The TAM will likely be required to travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the customer's needs.
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 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