Commercial Account Executive – Service Cloud (Customer Service, Contact Center & AI)

At Salesforce, we're the Customer Company, inspiring the future of business with AI + Data + CRM. Guided by our core values, we help organizations across every industry transform the way they engage with their customers. We also empower our employees to become Trailblazers, driving innovation, career growth, and positive impact.

If you believe business is the greatest platform for change and that companies can do well while doing good, you've come to the right place.

About Service Cloud

Salesforce Service Cloud is the leading AI-powered customer service platform that enables organizations to deliver exceptional customer experiences across every touchpoint. The platform brings together Customer Service, Contact Center, Digital Engagement, WhatsApp, Voice, Field Service, IT Service Management (ITSM), HR Service Delivery, Agentforce, and omnichannel engagement into a single, unified solution.

Service Cloud empowers organizations to modernize customer service operations through a unified customer view, intelligent case management, telephony integration, digital channels, self-service, workflow automation, analytics, and AI-powered assistance. It helps businesses increase customer satisfaction, improve agent productivity, reduce operational costs, and accelerate digital transformation.

We are looking for highly motivated professionals with energy, leadership, and initiative to help grow one of Salesforce's fastest-growing businesses.

What You'll Do

• Prospect and generate new business opportunities across Commercial accounts.
• Build pipeline by identifying new customer opportunities and expanding existing relationships.
• Partner closely with Core Account Executives to develop account strategies and drive joint pipeline generation.
• Own the sales cycle from opportunity qualification through negotiation and deal closure.
• Serve as a trusted advisor, helping customers transform their Customer Service, Contact Center, ITSM, and HR service operations.
• Engage C-level executives in strategic conversations around Customer Experience, Contact Centers, AI, Automation, Omnichannel Engagement, Voice, and Digital Channels.
• Collaborate with Solution Engineers, Customer Success, Partners, and cross-functional teams to position the complete Salesforce Service portfolio.
• Consistently exceed sales targets while building long-term customer relationships.

What We're Looking For

Sales Experience

• Proven track record selling Customer Service and Customer Experience (CX) solutions, including CCaaS, Contact Center, Digital Engagement, WhatsApp, Voice, ITSM, HR Service Delivery, and customer service automation platforms (e.g., Salesforce Service Cloud, Genesys, NICE, Oracle, ServiceNow, Zendesk, among others).

Technical Knowledge

• Strong knowledge of Contact Center (CCaaS) platforms and telephony integrations, leveraging native voice capabilities or AppExchange solutions to deliver end-to-end contact center operations.
• Deep understanding of Salesforce Service Cloud, including Case Management, AI-powered Agent Workspace, Knowledge Base, Omnichannel Routing, Digital Engagement, Service Analytics, and workflow automation.
• Experience with omnichannel customer engagement, WhatsApp, Voice, Digital Channels, and self-service solutions.
• Understanding of AI-powered customer service, workflow automation, and customer service best practices.

Commercial Skills

• Consultative selling approach with the ability to identify customer challenges and position solutions across Customer Service, Contact Center, ITSM, HR, and Customer Experience.
• Experience selling into Commercial accounts across multiple industries.
• Ability to manage complex negotiations, understand customer business needs, and position solutions strategically.
• Strong business acumen with the ability to lead executive-level conversations around Service, AI, Automation, and Omnichannel.
• Excellent communication, storytelling, negotiation, and closing skills.

Industry Knowledge

• Understanding of SaaS business models, B2B sales cycles, customer service trends, and digital transformation initiatives.

Nice to Have

• Experience working for a Contact Center solutions provider, such as Genesys, NICE, Five9, Cisco, Amazon Connect, Zendesk, Oracle, Avaya, or similar.
• Experience with Salesforce ecosystem solutions such as Data Cloud, Marketing Cloud, or Agentforce.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

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