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Customer Success Manager, Commerce Cloud, French Speaking

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Salesforce

1mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Product
  • Dublin
    Remote
  • Quick Apply

AI generated summary

  • You need proven experience in Digital Marketing/E-Commerce, strong communication skills, SaaS familiarity, technical understanding, and fluency in French and English. Salesforce and retail experience are preferred.
  • You will coordinate customer relationships, ensure adoption of Salesforce features, provide mentorship, advocate for customer issues, and communicate the value of services while managing deliverables and renewals.

Requirements

  • Demonstrated ability with proven experience in Digital Marketing and E-Commerce environments, including one or more of the following: Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical or Solutions Architecture.
  • Outstanding communication and presentation skills with demonstrated ability to communicate and influence optimally at all levels of the organization, including executive and C-level.
  • Skills for analyzing technical concepts, translating them into business terms and mapping business requirements into technical features.
  • Ability to explain sophisticated technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
  • Knowledge of software development process and design methodologies.
  • Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects.
  • French and English proficiencies are both important for this opportunity.
  • Experience with Commerce Cloud and Marketing Cloud or similar technologies.
  • Experience with the Salesforce Core platform is a plus.
  • Work experience in Retail and Consumer Goods industries.
  • Salesforce product certifications are a plus (AI Associate, B2C Commerce Developer, Marketing Cloud: Administrator, Consultant, Email Specialist, Engagement Consultant).
  • Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
  • Experience working with Enterprise-level customers.
  • Additional EU language would be beneficial.

Responsibilities

  • Serve as the single point of customer accountability and responsible for the orchestration of all Signature deliverables, experience, renewal and expansion.
  • Cultivate and maintain partner relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
  • Help your customers achieve their business goals and outcomes on the Salesforce platform by:
  • Acting as an advisor to your customers for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementation.
  • Providing timely, proactive Salesforce feature mentorship based on the areas of interest for your customer.
  • Coordinating the completion of the Signature Success catalogue of services as required for your customer.
  • Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success.
  • Act as an advocate for customers during the triage and resolution of high-severity cases to assist with the timely resolution of these issues.
  • The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the customer’s need.

FAQs

What is the primary responsibility of a Customer Success Manager in this role?

The primary responsibility is to serve as a trusted advisor and partner for Salesforce’s customer organizations, helping them achieve their business goals and maximize the value of their Salesforce investment.

Which languages are required for this position?

Proficiency in both French and English is required for this opportunity.

What experience is preferred for candidates applying for this role?

Preferred experience includes background in Commerce Cloud and Marketing Cloud, familiarity with the Salesforce Core platform, work in Retail and Consumer Goods industries, and experience with Enterprise-level customers.

Is travel required for this position?

Yes, the Customer Success Manager may be required for occasional travel to customer sites and may need to be available during after-hours or weekends based on customer needs.

What types of customers will the CSM focus on in this role?

The CSM will focus on Marketing Cloud and Commerce Cloud Signature customers.

What skills are necessary to be successful in this job role?

Candidates should have outstanding communication and presentation skills, the ability to analyze technical concepts and translate them into business terms, and experience leading cross-functional teams.

Are there any specific Salesforce certifications that are considered a plus for this position?

Yes, certifications such as AI Associate, B2C Commerce Developer, Marketing Cloud Administrator, Consultant, Email Specialist, and Engagement Consultant are considered a plus.

How important is it to understand Salesforce products and features in this role?

It is very important as knowledge of Salesforce products, capabilities, best practices, and deployment is critical for success in the Customer Success Manager role.

What is Salesforce’s commitment to diversity and inclusion?

Salesforce is committed to driving equality in communities and workplaces and creating a workforce that reflects society through inclusive programs, initiatives, and policies.

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Salesforce

👋 We’re Salesforce, the Customer Company. AI + Data + CRM = Customer Magic. ✨

Technology
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Mission & Purpose

Salesforce is a leading cloud-based software company that provides customer relationship management (CRM) solutions and a wide range of enterprise applications. Their platform enables businesses to manage customer interactions, sales processes, marketing campaigns, and service operations in a centralised and efficient manner. Salesforce's ultimate mission is to empower companies to connect with their customers, partners, and employees in meaningful ways, fostering stronger relationships and driving business growth. Their purpose is to revolutionise the way businesses operate by offering a comprehensive suite of cloud-based tools and applications that streamline processes, enhance collaboration, and enable organisations to make data-driven decisions. With a strong focus on innovation, customer success,