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Job Category
Customer Success
Job Details
About SalesforceSalesforce 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.
The ExperienceThe 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.
What You'll Actually Be Doing- 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.
- Operate with an AI First approach to account management, using Salesforce Einstein and AI-powered health scoring as the primary lens for monitoring customer sentiment, product adoption, and engagement across your book of business
- Use Agentforce and generative AI tools to build and personalize executive business reviews, success plans, renewal narratives, and strategic communications - with human judgment applied to tone, accuracy, and customer context
- Apply AI-generated insights to proactively identify expansion opportunities, adoption gaps, and churn risk indicators, taking timely and targeted action to protect and grow revenue
- Leverage AI to automate meeting preparation, call summarization, and follow-up documentation, freeing capacity for higher-value customer engagement
- 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.
You're Our Person If...- 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 in Salesforce 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.
- Demonstrated AI First approach to account management - you use AI as your default starting point across workflow, communication, and planning, not as an occasional aid
- Experience using AI features within Salesforce (Einstein, Agentforce) and customer success platforms (e.g., Gainsight, Totango, Catalyst) to manage and grow a book of business
- Ability to interpret AI-generated health signals and account insights with sound judgment, translating outputs into meaningful customer conversations and action plans
- Proficiency using generative AI to draft, personalize, and refine customer-facing communications with a strong eye for quality, accuracy, and brand standards
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 and be your best, and our AI agents accelerate your impact so you can do 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.
Accommodations
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