Customer Success Manager (Salesforce Commerce Cloud / Demandware exp mandatory)
Core
Technical Account Manager for Salesforce Commerce Cloud, ensuring enterprise clients extract maximum value from their investment through technical support, configuration, and incident resolution.
Role type
Senior Technical Account Manager (Salesforce Commerce Cloud)
Builds
Customer success and reliability for enterprise eCommerce implementations
Domain
SaaS / eCommerce / Cloud Computing
Deliverable
client delivery
Required skills
Salesforce Commerce Cloud expertise, Technical Account Management, Incident triage and resolution, Performance tuning, Executive communication, Multi-functional team coordination, Release management, Consulting skills, Cloud architecture knowledge
Preferred skills
Former Demandware experience, eCommerce domain knowledge, SOA and middleware experience
Technologies
Salesforce Commerce Cloud, Salesforce Major releases, Cloud computing, SOA, application servers, middleware, enterprise integrations, databases
Responsibilities
Act as Commerce Cloud SME for technical configuration and operational needs; Maintain Trusted Advisor relationships with key stakeholders; Assist with load and performance testing for peak sales events; Provide proactive communication during service disruptions; Advocate for customers during high-severity case resolution; Coordinate multi-functional resources for technical issue resolution; Conduct regular checkpoint calls to review releases and project status; 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
