Customer Success Manager (Commerce Cloud, French Speaker)

• The Success Manager demonstrates deep business, industry, and product knowledge to partner with customers and guide them to accelerate business value and return from their investment with Salesforce
• In this role, the Success Manager will specialize in one or more lines of business, a specific cloud or industry to speak the customer language and ensure customer value realization
• They are aligned at the key partner levels, building and encouraging positive relationships to help customers progress on their digital journey
• Success Managers work directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customer’s needs
• The ideal Success Manager will possess both a Cloud specialization and industry skills that enable them to speak the customer language
• Use our Customer Success Methodology to understand their goals, assess their capabilities, and provide recommendations to help them accelerate the achievement of their business and technology objectives
• Develop an understanding and knowledge of customers’ Salesforce implementation and evangelize the capabilities of Salesforce across all of our Clouds
• Guide a customer on organizational strategy, governance and organizational change standard processes based on customer needs
• Demonstrate hands-on Salesforce product knowledge by applying platform features and functions to customer business priorities and roadmap
• Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan
• Produce and implement a comprehensive adoption path showing the current state, target future state with a timeline, and an underlying enablement plan
• Deliver business value and innovation to a customer’s business by understanding our customers’ key business challenges and potential for growth
• Build and cultivate executive-level relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers to solidify our partnership and dedication to the customer business and IT sponsors and collaborators
• Work with the account team and Salesforce Executives, optimally network within accounts from the executive level down, to help customers work towards their goals
• When appropriate, recommend additional Salesforce services and advisory experts needed to drive success
• Proactively communicate technical product changes, degradations, outages, end of life and other relevant updates

Benefits

• Medical Care
• Life Insurance
• Retirement Savings
• Employee Assistance Programs
• With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year- Experienced professional with 7-10 years of relevant industry expertise
• In-depth knowledge in one or more lines of business (LoBs) - a specific cloud or industry
• Strong consulting skills and confirmed results working as a Trusted Advisor to drive business value for customers
• Ability to drive effective and influential conversations at the C-level; facilitate difficult discussions and be adept at handling objections
• Fluency in French & English is required for this opportunity
• Solid understanding of Salesforce product and platform features, capabilities, and best use
• Ability to articulate the importance and value of Governance to Business and IT executives
• A good understanding of enterprise architecture principles is strongly preferred
• Ability to quickly grasp and clearly explain technological and business concepts
• Degree or equivalent proven experience required. Experience will be evaluated based on the core proficiencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
• Serve as a trusted advisor, with a deep curiosity to understand your customers, their motivations and needs, and how to approach ensuring their success
• The ideal candidate should have an understanding of a retail company’s e-commerce strategy, including omnichannel integration and online sales support, as well as insight into customer lifetime value, digital engagement, and conversion optimization