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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.

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com .

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce . 

Salesforce welcomes all.

For Washington-based roles, the base salary hiring range for this position is $76,600 to $116,000.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.