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Customer Success Director- Commerce Cloud Japan
Salesforce
Tokyo, , Japan
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CC Success Director JP Role : Candidate Requirements
• 10 years in a team leadership role, with 5 of those in the ecommerce/digital space.
• Ecommerce Experience, ideally as an eCommerce Manager
• Project Delivery (from pre-sales to post launch)
• Account Management
• High Level Technical Experience
• Extensive customer facing experience
• Escalation management
• Japanese and English
Key Responsibilities
• Team Management
◦ Managing a Commerce Cloud services team in the region with responsibility for team:
# Retention, Coaching & team building
# Competence development
# Commerce Cloud Service targets
◦ Be a spokesperson internally and externally to support development and growth of the regional practice.
◦ Manage internal communication to employees.
◦ Work closely with services management on capacity planning, resourcing requirements for major projects & resource competence development plans.
• Project Delivery
◦ Work closely with sales to define and negotiate project statement of work.
◦ Serve as escalation point for client issues and concerns.
◦ Assist with resolution of complex business/technical problems.
◦ Acts as project executive during projects supporting Solution Architects.
◦ Work closely with solution integrators to ensure high quality project delivery.
◦ Champion Commerce Cloud Delivery Best Practice.
• Customer Success Management
◦ Ownership and accountability for ensuring customer growth, satisfaction and retention for Commerce Cloud Customers within the Japan region.
◦ Develop strong relationships with all key customer decision makers and influencers, including C Level executives.
◦ Identify, develop and realise new opportunities for expanding customer's business.
◦ Uncover and know any risk that threatens customer growth, satisfaction, or renewal; conceive and execute mitigation plans for all risks
◦ Take ownership for all direct customer communication and resolve escalations with autonomy related to the scope of services provided by Commerce Cloud.
◦ Execute the delivery of client enablement and feature adoption workshops to drive client enablement and maximise subscription revenue of each customer.
◦ Educate the customer and employee base on 'best practices' through direct interaction or community events.
• Business Growth
◦ Establish working relationships and partner with other departments in the region to ensure business growth.
◦ Supporting solution partner recruiting and enablement.
◦ Build and maintain long term relationships with customers and solution partners.
◦ Support the sales teams to achieve their bookings targets and close incremental revenue targets.