at Salesforce in Chicago, Illinois, United States
Job Description
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Job CategoryCustomer Success
Job Details
About Salesforce
We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.
The role of the Success Guide is crucial in helping customers to grow value and improve adoption of Salesforce. Success Guides provide reactive architecture, product, and industry expertise to enable customers to successfully adopt the Commerce Cloud portfolio. The Success Guide will engage with customers across all account segments, delivering 1:1 success guidance to Premier and Signature Success customers. They partner with key collaborators such as Success Managers, Account Executives, and Support to make our customers successful.
The ideal Success Guide is organized, agile, and passionate about Customer Success and has a desire to work on a cloud based e-commerce platform. They have excellent presentation and communication skills in both a 1 on 1 and group setting. They have strong technical skills and are able to use their product knowledge to deliver value to both customers and internal teams enabling customer value realization at scale.
Responsibilities
Provide prescriptive recommendations, best practices, and technical advice for improving adoption targeted at business users in retail organizations (E-commerce Managers, Merchandisers, Online Marketers, etc.)
Deliver 1:1 Expert Coaching Sessions and Ad-Hoc Success Engagements
Help customers consistently achieve their business outcomes
Generate positive feedback from customers, internal teams and leadership
Show continued professional growth and development
Required Qualifications & Skills
3+ yrs relevant experience
Undergraduate degree minimum
Working knowledge and experience with Commerce Cloud fundamentals and how it should be shown to solve business challenges
Solid understanding of e-commerce site management practices and tasks (site search optimization, merchandising & promotions management, A/B testing, analytics & reporting, content management, online marketing, etc.)
Proven ability to quickly learn new technologies
Consultative and customer-focused approach and engagement style
Ability to navigate, escalate, and lead efforts on complex customer requests
Demonstrated ability to communicate, present and influence credibly and effectively with a variety of audiences (from developers to C-Suite)
Ability to prioritize, multi-task, collaborate with team members and perform effectively under pressure
Preferred Qualifications & Skills
Trailhead Ranger
Salesforce Administrator, Advanced Administrator Certified and Platform App Builder Certified are considered an asset
Additionally, Success Guides will be expected to obtain Salesforce Administrator Certification, Salesforce Advanced Administrator, Platform App Builder and Trailhead Ranger within the first 90 days of hire, if not already attained.
Accommodations
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is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color,... For full info follow application link.
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