Success Guide Jobs

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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 Commerce Cloud is seeking a Success Guide to join the Salesforce Commerce Cloud Team. This position is for someone who is highly motivated, self- directed, has a desire to work on a cloud based e-commerce platform and a passion for Customer Success. The role of the Success Guide is essential in helping to grow value and improve adoption for the Commerce Cloud portfolio in addition to helping customers and partners overcome functional and technical challenges, feature explanation, and standard process guidance. Success Guides provide the right recommendation at the right time, enabling customer value realization at scale.

Responsibilities

• Engage in open dialogue with customers regarding ways to improve and expand user engagement, and to solicit feedback in order to improve our product and service offerings.
• Drive and maintain the highest level of client satisfaction possible.
• Offer tailored advice and insights to the customer in order to help them improve current return on investment and make them aware of the contributed of other Salesforce products.
• Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
• Deliver product adoption targeted at business users in retail organizations (E-commerce Managers, Merchandisers, Online Marketers, etc.)
• Assist and mentor newer team members, as well as clients and partners on the use of Salesforce development tools
• Translate strategic ideas and programs into clearly defined action steps specific to the clients’ custom solution.
• Drive standard process adoption and enablement of the Commerce Cloud e-commerce platform (and other Commerce Cloud products) throughout the client lifecycle.
• Inspire customer partners to deploy our recommendations and track long-term business outcomes.
• Owning and solving our most complex customer issues through delivery of engagements and other ad-hoc requests to support clients and their site goals.

Desired Qualifications

• Understanding of customer requirements and business objectives to provide recommendations on using Commerce Cloud to achieve business goals
• Understanding of APIs/third-party integrations
• Solid understanding of e-commerce site management practices and tasks (site search optimization, merchandising & promotions management, A/B testing, analytics & reporting, content management, online marketing, etc.)
• A high tolerance for ambiguity as well as flexibility and adaptability
• Professionalism engaging with customers and navigating sophisticated politics within their organizations
• Shown success leading customer-facing presentations and engagements such as webinars and presentations (cloud-based and commerce products preferred)
• Familiarity with main web technologies such as JavaScript, HTML, XML, JSON, CSS
• Working knowledge and experience with Commerce Cloud fundamentals and how it should be shown to solve business challenges
• Salesforce Administrator Certified preferred
• Foreign language proficiency in Spanish is required and additional fluency in Portuguese would be preferred.
• Ability to prioritize, multitask, and perform effectively and independently in a highly dynamic work environment

Leadership Qualities

• PASSION: Passionate about Customer Success and is a phenomenal listener
• COMPOSURE: Strong customer-facing communication and social skills with the ability to support sophisticated engagements
• EXPERTISE: Solid understanding of industry standard methodologies and implementation experience of the salesforce product suite
• TEAM: A teammate 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
• LEARNER: Has a passion for continued education in new technologies and complex business and technical concepts

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