Salesforce.com Hiring For Associate Success Guide at Singapore Full Time

Associate Success Guide

Salesforce.com–Singapore

About 3 hours ago, from Salesforce.com

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Job Category
Customer Success GroupJob Details

Role: B2C Commerce Cloud Success Guide
Location: Singapore

Our #GoodIntention is that you feel supported to be your true self in our team, bringing your way of inspiring customers into everything you do, learning, and growing together to help us help even more people love what they do too!

As a Success Guide, you will share your passion for E-Commerce and best practices to help customers adopt Commerce Cloud solutions and grow the value of their business. You will engage with customers across all account segments, delivering webinars and 1:1 success guidance designed to increase product awareness, provide industry best practices, and drive business transformation to improve feature adoption and overall product value. You will partner with other Salesforce teams, Success Managers, and Sales to understand the accounts and how best to help your customers. Success Guides play a crucial role in providing the right recommendation at the right time, enabling customer value realisation at scale.

The ideal Success Guide is organised, agile, emotionally intelligent, and passionate about Customer Success. You enjoy presenting and engaging an audience online, both 1 on 1 and on a group/webinar format. You love learning new software and naturally will be up to date on the latest features in E-Commerce! Using your product knowledge and people skills you deliver value to both customers and internal teams. Your best day at work is when you have really helped someone who was stuck, now love Commerce Cloud as much as you do!

Ideally you will already be a Commerce Cloud expert having used it already, or have a working knowledge of it. If not Commerce Cloud, then other E-Commerce platform knowledge is desirable to relate to an audience of E-Commerce managers, merchandisers and online marketers.

Responsibilities

• Deliver online one-to-one and webinar presentations targeted at the business users in retail organisations (E-commerce Managers, Merchandisers, Online Marketers, etc.) to drive stronger feature adoption and best practices.

• Share your product expertise and best practices to help customers with:

• Recommend next steps to accelerate their adoption to prove value to their business

• Identify the risk of not adopting Commerce Cloud and coach customers on a way forward

• Inspire customer stakeholders to deploy our recommendations and track long-term business outcomes

• Promote customer stories to replicate and scale our success

• Offer tailored advice and insights to the customer in order to help them maximize current ROI and make them aware of the added value of other Salesforce products.

• Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.

• Engage in open dialogue with customers regarding ways to improve and expand user engagement, and solicit feedback in order to improve our product and service offerings.

Qualifications & Skills

• Subject matter authority on Commerce Cloud fundamentals and how it should be leveraged to solve business challenges

• Proven success leading customer-facing presentations and engagements such as webinars and presentations

• Proven ability to manage time and prioritise activities while performing effectively under pressure

• Working knowledge of core business processes (Sales, Marketing, Service, Support)

• Understanding of project management methodologies, business analysis, change management, user adoption, release management, and governance

• Customer-facing communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster healthy dialogue

• Able to handle objections, prioritise customer issues and collaborate with managers and colleagues to effectively drive resolution

• Understanding customer requirements and business objectives to provide recommendations on using Commerce Cloud to achieve business goals

Preferred Qualifications & Skills

• Relevant experience in professional services within the digital commerce, or retail industry, or business role experience in a retail organisation

• Hands-on understanding of industry best practices

• Deep understanding of digital commerce mechanics such as typical tasks, workflows, and KPIs

• Familiarity with systems integrations such as CRM, Content Management, Order Management, POS/Commerce or Data Warehouse

• Familiarity with interactions between the Cloud offerings (i.e. Service Cloud, Marketing Cloud).

• Proficiency working in team/matrix organizations

Leadership Qualities

• COMPOSURE: Strong customer-facing communication and interpersonal skills with the ability to support complex engagements

• EXPERTISE: Working knowledge of E-Commerce industry best practices and implementation experience of Salesforce or other E-Commerce products

• LEARNER: Has a passion for continued education in new technologies and complex business and technical concepts

• PASSION: Passionate about Customer Success and is a great listener, gets meaning from helping people

• OHANA: Embodies Aloha culture and a team player that everyone enjoys working with and has a generous heart

• TRUST: Ability to earn the trust of the customer and lives the company’s core values

#LI-Y

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