Customer Success Manager (Salesforce Commerce Cloud / Demandware exp mandatory)
Core
Act as a Technical Account Manager and Subject Matter Expert for Salesforce Commerce Cloud, ensuring enterprise clients extract maximum value from their platform through technical configuration, performance tuning, and incident resolution.
Role type
Senior Technical Account Manager (Salesforce Commerce Cloud)
Builds
Production eCommerce platforms and high-traffic sales events for enterprise clients
Domain
Enterprise Software / eCommerce / SaaS
Deliverable
Production ML models | product features | dashboards & analysis | client delivery
Required skills
Salesforce Commerce Cloud expertise, Technical Account Management, Performance tuning, Incident triage, Executive communication, Cloud computing knowledge, Multi-functional team coordination, Release management, Consulting skills, Technical solutioning
Preferred skills
Former Demandware experience, eCommerce domain knowledge, SOA/Integration experience
Technologies
Salesforce Commerce Cloud, Salesforce Major releases, Cloud computing, SOA, Application servers, Middleware, Enterprise application integrations, Databases
Responsibilities
Function as the Commerce Cloud SME for technical and operational configuration; Attain Trusted Advisor status with key stakeholders; Assist with load and performance testing for peak sales events; Provide proactive communications during service disruptions; Act as an advocate during high-severity case triage and resolution; Conduct regular checkpoint calls to review releases and performance trends; Coordinate multi-functional resources for technical issue resolution; Provide executive-level status reports; Identify and advocate for customer product needs to internal teams; Forewarn customers of technology changes and advise on mitigation strategies.
Seniority
Senior, hands-on IC
