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Principal Success Specialist
Customer Success – Professional Services
Germany - Berlin
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Principal Success Specialist

Salesforce Commerce Cloud, the category-defining leader of enterprise cloud commerce solutions, empowers the world’s leading retailers to continuously innovate in our complex, consumer-driven world. Commerce Cloud’s open cloud platform provides unique benefits including seamless innovation, the LINK ecosystem of integrated best-of-breed partners, and community insight to optimize customer experiences. These advantages enable Commerce Cloud customers to lead their markets and grow faster.

 

JOB DESCRIPTION:

 

The Principal Success Specialist is a thought leader that engages with clients to accelerate their adoption of Salesforce solutions that transform their businesses and achieve business objectives.  A key method will be managing the delivery of Success Accelerators which are targeted engagements designed to increase product awareness, provide industry best practices, and drive business transformation to improve customer’s adoption and overall product value and consumption.  

 

The Principal Success Specialist also plays a critical role within the Customer Success Group (CSG), serving as a strategic advisor with hands-on digital commerce expertise to support the company’s largest, most complex enterprise customers. This strategic role actively participates in the Specialist community to share customer success stories and best practice expertise related to digital commerce. It is also part of the larger Success Services brand, which is the integrated suite of service offerings that help customers obtain results faster.  

 

This is an incredible opportunity to become part of a leading team of experts to drive growth and expertise across the most innovative company in the world, and help define the vision and usage for the next generation of Cloud solutions.

 

RESPONSIBILITIES:

  • Facilitate high impact, cloud-specific workshops targeted at the senior level of an organization (VP, Mid-Level Management and Project Team) to drive stronger adoption and transform organizations.

  • Serve as an industry visionary to promote innovation and operational excellence to support long-term business goals.

  • Inspire Customer owners, both tactical (merchandizers) and strategic decision-makers (execs), to deploy our recommendations and track long-term business outcomes

  • Participate in the design, development and (pilot/production) delivery of Success Accelerators - targeted engagements designed to address specific areas with concrete business goals as well as other engagements driving GMV opportunities.

  • Partner with our Cloud Strategy teams to understand and track the barriers to adoption; participate in the development of functional and programmatic solutions.

  • Promote customer stories to replicate and scale our success.

  • Participate in internal strategic initiatives to grow the Specialist practice, serving as an active contributor to the practice knowledge and resource base by identifying existing expertise and enriching technical and non-technical Salesforce.com, and customer colleagues.

  • Help our customers to connect with and learn from their peers by encouraging participation in our community events and forums  to foster further collaboration.

  • Identify and proactively manage risk areas and commit to seeing an issue through to complete resolution.

  • Address complex problems and negotiate solutions with customers while maintaining manageable customer expectations.

  • Advocate for continuous product innovation based on interactions with customer implementations

  • Maintain a high quality and timeliness of delivery, especially in support of Success Management teams.

 

MINIMUM QUALIFICATIONS:

 
  • At least eight years of relevant experience in professional services or (customer support) operations within the digital commerce and/or retail industry.

  • Advanced enterprise consulting experience, deep, hands-on understanding of industry best practices and takes consultative approach to deliver accelerators

  • Strong presentation skills with the ability to lead high powered workshops and effectively tailor messaging based on the audience and subject matter.

  • Very deep understanding of the fundamentals of salesforce.com products and how they should be leveraged to solve business challenges.

  • Proven ability to interact with the senior level  of an organization-technical and non-technical customers, attain relevant technical and business requirements, and articulate comprehensive solutions.

  • Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids. Ability to conceptualize and design sophisticated workflows, and diagrams.

  • Diplomacy and professionalism when engaging with customers and navigating complex politics within their organizations

  • A passion for continued education in new technologies and functionality, as well as to be involved in projects that push the capabilities of existing technologies.  Strong passion for Digital Commerce and related topics.

  • Strong communications skills, both written and verbal with an ability to effectively develop materials that are appropriate for the audience and evangelize key concepts and best practices.

  • Ability to engage with customers in an open minded manner and motivate the customer’s team throughout the project

  • Ability to collaborate with teams of all shapes and sizes while also being able to work independently as a self-starter on an as-needed basis.

  • Ability to operate and interact with customers in a remote / virtual environment.

  • Relevant implementation experience with Commerce Cloud.

  • Occasional travel to the client site (expected average 25%), but may vary based on client requirements as well as regular travel for internal meetings

  • Project strong presence with clients and influence their behavior.

  • Entrepreneurial thinking, embracing Commerce Cloud’s shared success model

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

  • Analytical thinking required

  • Comfort with an unpredictable workload

  • Proficiency working in team/matrix organizations

  • Ability to handle objections and communicate effectively with stakeholders



 

PREFERRED QUALIFICATIONS:

 
  • Must demonstrate good judgment and pragmatic approach to leading workshops to transform organizations and lead to stronger adoption.

  • Strong experience in mapping specific business requirements to salesforce.com product features.

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

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

  • Ability to understand business requirements and suggest solutions.

  • Deep understanding of the Commerce Cloud capabilities

  • Must maintain working relationships and knowledge of the salesforce.com ecosystem.

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