Salesforce.com, Inc Commerce Customer Success Manager in Singapore, Singapore
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Customer Success Group
Salesforce Commerce Cloud is a global leader of Cloud based (SaaS) E-Commerce solutions that enable the world's premier brands to maintain a robust online shopping presence. We empower our clients to improve their ROI by giving them the tools to effortlessly design and deploy seamless E-Commerce sites. Our model serves for an environment of constant innovation which extends to our technology and internal company culture.
The customer success management team acts as a Trusted Advisor to our large customers, ultimately responsible for ensuring their success. You will align at stakeholder level, building and maintaining strong relationships. In these roles, you will be responsible for helping customers achieve business value and ROI from their investment with Salesforce. The end result is increased value, retention, customer satisfaction and ultimately expansion of the Salesforce footprint
The Customer Success team is similar to an enterprise software account management organization; however, we deploy a unique "shared success" pricing model that motivates us to ensure our Customers are fully enabled and equipped to drive top-line sales growth through our platform. Their success is our success.
Salesforce Commerce Cloud is seeking a Customer Success Manager who will be a highly visible team member responsible for the complete post-sale success and satisfaction of a portfolio of accounts. Reporting to a Regional Director, the Customer Success Manager will identify and leverage company-wide resources to address any customer satisfaction, growth opportunity or risk in their portfolio.
Primary ownership and accountability for ensuring customer growth, satisfaction, and retention within the assigned accounts, which will include a small number of complex, high-value and cross-cloud customers
Build, maintain and execute on account plans using our proven Compass Methodology and Business Value tools for each assigned account and coordinate appropriate internal domain experts for delivery
Develop strong relationships with all key decision makers and influencers across channels, from e-commerce to in-store operations teams
Identify, develop, and recognize new opportunities for expanding your Customers' business volume
Uncover and mitigate any risk that threatens your Customers' growth, satisfaction, or renewal; conceive and execute risk mitigation plans through the internal Red Account Process
Own all primary Customer communication and resolve escalations with autonomy related to the services provided by Salesforce Commerce Cloud
Collaborate effectively with the Sales organization to identify new opportunities and assist in closing incremental revenue and secure long-term renewals
Ensure ongoing adoption by the customers' website(s) of the continuously innovating Commerce Cloud feature set
Act as the liaison between Product Management and the Customer with a focus on feature collaboration and communicating the Commerce Cloud roadmap in a balanced "one-versus-many" approach required by the SaaS model
Collaborate with customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted three way partnership between customer, partner, and Salesforce Commerce Cloud
Build a solid base of referenceable customer contacts within your assigned portfolio
6 plus years of professional experience, with 4-plus-years of experience in SaaS/enterprise software Account Management or Client Services managing multi-million dollar portfolios of recurring revenue
Digital Commerce industry experience and knowledge with a solid understand of the B2C landscape
Background in maintaining and growing e-commerce websites
Exposure to the development, execution, and overview of account plans for top tier Customers
Experience with CRM systems such as Salesforce.com preferred
Strong command stature / executive presence at the C-Suite level; demonstrated ability to seamlessly participate in discussions with business and technical leadership
Experience working with distributed, co-located teams required
Excellent verbal and written communication and in-person and virtual presentation skills
Ability to work independently and to collaborate effectively across functions as part of team in a matrixed environment
Success working in a fast-paced, dynamic and creative environment with a rapidly growing company
Able to travel within the ASEAN and Greater China Region (GCR)
Fluent in Mandarin
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