B2C Commerce Cloud, Senior Customer Success Manager
salesforce.com, inc
4 日前

Job Details

Salesforce Commerce Cloud is the global leader of Cloud e-commerce solution that enable the world’s most recognized brands to easily design and deploy robust e-

commerce sites across traditional web, mobile, tablet and in-store applications. Customers use our highly scalable and integrated Cloud platform to more quickly launch and manage multiple e-

commerce stores, initiate marketing campaigns and drive e-commerce traffic on a global scale. We are focused on the continuous development of a cutting-

edge Cloud platform loaded with features and functionality that allow our clients to provide an e-commerce experience unparalleled in the industry.

The customer success management team act as a Trusted Advisor to our large customers, ultimately responsible for ensuring their success.

Reporting to a Regional Manager, this position will be responsible for helping customers achieve business value and ROI from their investment with Salesforce, identify and leverage company-

wide resources to address any customer satisfaction, growth opportunity or risk in their portfolio. The end result is increased value, retention, customer satisfaction and ultimately expansion of the Salesforce footprint.

The Customer Success team is similar to an enterprise software account management organization; however, we deploy a unique "shared success" pricing model that motivates us to ensure our Customers are fully enabled and equipped to drive top-

line sales growth through our platform. Their success is our success.


  • Primary ownership and accountability for ensuring customer growth toward their business goal, satisfaction, and retention within the assigned accounts (domestic or global), which will include a small number of complex, high-
  • value and cross-cloud customers within the Japan and Korea region

  • Build, maintain and execute on account plans using our proven Compass Methodology for each assigned account and coordinate appropriate internal domain experts for delivery
  • Develop strong relationships with all key decision makers and influencers across e-commerce teams
  • Identify, develop, and recognize new opportunities for expanding your Customers' business volume
  • Execute the delivery of client enablement and feature adoption workshops to drive client enablement and maximize subscription revenue of each customer
  • Educate the customer and employee base on 'best practices' through direct interaction or community events
  • Uncover and mitigate any risk that threatens your Customers' growth, satisfaction, or renewal; conceive and execute risk mitigation plans through the internal Red Account Process
  • Own all primary Customer communication and resolve escalations with autonomy related to the services provided by Salesforce Commerce Cloud
  • Collaborate effectively with the Sales organization to identify new opportunities and assist in closing incremental revenue and secure long-term renewals
  • Act as the liaison between Product Management and the Customers with a focus on feature collaboration and communicating the Commerce Cloud roadmap in a balanced "one-
  • versus-many" approach required by the SaaS model

  • Support solution partner recruiting and enablement and collaborate with customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted three-
  • way partnership between customer, partner, and Salesforce Commerce Cloud

    Experience / Skills / Qualifications

  • High-level fluency in Japanese and business-level fluency in English (Korean is a plus)
  • 8 plus years of professional experience, with 6-plus-years of experience in Ecommerce or SaaS / enterprise software Account Management
  • Bachelors' degree in a related field required
  • Digital Commerce industry experience and knowledge with a solid understanding in B2C Commerce
  • Strong command stature / executive presence at the C-Suite level; demonstrated ability to seamlessly participate in discussions with business and technical leadership
  • Exposure to the development, execution, and overview of account plans for top tier Customers
  • Experience with CRM systems such as Salesforce.com preferred
  • Demonstrated experience in identifying and mapping the customer org structure with ability to bridge turnover at any level of the organization
  • Excellent written and verbal communication skills
  • Excellent teamwork skills and collaboration skills
  • Ability to work independently and to collaborate effectively across functions as part of team in a matrixed environment
  • Success working in a fast-paced, dynamic and creative environment with a rapidly growing company
  • Travel several times per year (domestically or internationally) to conferences and other corporate locations
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