Senior Success Guide- Commerce Cloud

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Job Category Customer Success Job Details

About Salesforce Salesforce 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.

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At Salesforce, we are dedicated to fostering a diverse and inclusive workplace where individuals from all backgrounds are welcomed and valued. We believe that the unique perspectives and skills of diverse candidates greatly contribute to the success of our teams. As a Senior Success Guide, you will play a crucial role in driving successful outcomes for our strategic customers by leveraging your technical expertise in integration, automation, and AI.

Commerce Cloud is a cloud based, enterprise-level e-commerce platform that unifies online, mobile, and in-store shopping, providing tools for building sites, managing products/orders, personalizing experiences with AI, integrating channels, and scaling for B2B/B2C sales to create seamless, data-driven customer journeys. The Commerce Cloud Success Guide role is tasked with ensuring our customers are provided with the 1:1 guidance and coaching they need to get the most value out of their Commerce Cloud investment and utilize features that best fit their unique business needs.

Shift Timings: AMER EST- 5:30 PM to 2:30 AM IST

Responsibilities: Engage with our Premier and Signature customers both reactively and proactively to enable, advise, and optimize Commerce Cloud adoption

Be a trusted Commerce Cloud subject-matter expert for the broader Success Guide organization

Run engagements aligned with Commerce Cloud product capabilities, tailoring conversations to the unique needs and opportunities of Commerce Cloud customers

Build strong relationships with both internal and external business stakeholders

Drive thought leadership through mentoring and knowledge sharing

Impact of the Role: As an Commerce Cloud Success Guide, you will play a critical role in our customers' success and the growth of our organization. Your expertise and guidance will directly influence the quality of a customers' product adoption, satisfaction, and return on investment, ensuring their success in leveraging Commerce Cloud's powerful capabilities. By driving customer satisfaction and delivering exceptional value, you will contribute to the overall growth and reputation of Salesforce as a leader in the industry.

Collaboration and Teamwork: Collaboration is at the core of our success, and as a Commerce Cloud Success Guide, you will have the opportunity to work closely with diverse teams of professionals. You will collaborate with customers and colleagues in order to help bolster a customer’s knowledge of the Commerce Cloud platform and to drive optimal adoption.

Basic Requirements: 5+ years experience in a customer-facing role in the technology industry

5+ years experience and/or demonstrated expertise supporting end users of Salesforce Commerce Cloud in both Business to Business (B2B) and Business to Consumer (B2C) settings

Fluent English speaker

Excellent communication and interpersonal skills; ability to work collaboratively with cross-functional, global teams

Ability to facilitate discussions and translate technical concepts & solutions into tangible business value and ROI for customers

Very strong presentation and consultative skills, able to adapt to deliver effectively to different customer personas

Ability to demonstrate basic understanding and stay up-to-date with emerging technologies

Proactive and self-starting attitude with the ability to manage tasks independently while collaborating remotely with customers and colleagues

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.

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