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Director/Sr. Director, CSG Strategy & Operations
Salesforce
San Francisco, CA, United States
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About the Company:
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!
About the We are seeking a Director/Senior Director, CSG Strategy & Operations to join a dynamic high-impact team that delivers strategic and operational analysis to our Customer Success & Growth (CSG) leadership team. The successful candidate will work closely with CSG leadership to drive strategic initiatives, evaluate business performance, build financial models, and craft concise, data-driven recommendations for an executive audience. Strategic deliverables take the form of recommendations on strategic plan, segmentation, coverage, and compensation. Operationally, the focus will be on defining innovative ways of measuring and tracking business performance, analysis of trends, target setting, business forecasting and formulation of meaningful and actionable recommendations.
You must be able to lead relationships with stakeholders across our Worldwide CSG organization and partner with leaders from Finance, Employee Success and Sales Strategy. Your objective perspective on the overall health and performance of our business is paramount in this role. You must have a solid business understanding, be detail oriented and have the ability to think strategically. You will need to translate high level questions and needs into operational guidelines, analysis and reporting that measures our ability to deliver company and customer success. Analysis will need to be done with little direct guidance or detailed requirements. You must have a facility with numbers and be able to illustrate complex analysis in a concise and simple fashion using charts, graphs or numbers.
Responsibilities:
• Analyze the health of the CSG business and proactively identify, develop and drive longer-term strategies and initiatives that will deliver retention, growth & superior execution
• Take high level business goals and define metrics, presentations, and reports/dashboards that track progress, influence organizational behavior, drive forward-looking strategy, and identify areas of improvement
• Partner with the Global CSG organization to ensure strategic decisions are supported through data and analysis. Provide guidance on organizational strategy, scorecards and metric design. Establish reporting and KPI review cadence for your data needs
• Become a data and business expert on high-profile subject areas and be able to present analysis and key insights from the data. Must be able to explain results and what factors drove the results
• Drive rigorous operational execution and oversight, ensuring accurate forecasts and total business transparency
• Partner with the CSG Operations community in plan rollout, including compensation plan communication and the training of policies related to new plans, systems features and business processes worldwide
• Partner with Finance, Sales Strategy, Employee Success, IT and other key business units to ensure alignment of CSG strategy and direction
Desired Skills/Experience:
• 10+ years in Business Operations or equivalent function with significant exposure to service teams, OR experience in management consulting, preferably with some engagements that provided exposure to services operations, sales and finance
• First-hand knowledge of CSG field functions including key motivators, processes, opportunities and challenges is a significant plus
• Stellar problem solving skills with an understanding of finance, statistics and predictive modeling. Must be results oriented and able to move forward without complete information
• Strong senior executive engagement and influence skills
• Ability to conduct sophisticated and creative analysis, yet translate those results to easily digestible messages, communications, and presentations
• Strong presentation skills
• Assertiveness, directness, and a "company first" mentality
• Flexibility and ability to adjust on the fly to new demands; sense of urgency
• Facility with modeling and analytical tools such as Excel, databases, Business Objects, etc.
• BS/BA required; MBA a plus, but not required