Customer Success Manager (Salesforce Commerce Cloud / Demandware exp mandatory)

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. 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. 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 Experience The 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