Customer Success Manager-fy26-q1-9

Job Category

Customer Success

Job Details

**About Salesforce**

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you’ve come to the right place.

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 usThe 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 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 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. _**:

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