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Senior Director, Customer Adoption
Salesforce
Spokane, WA, United States
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Customer Success Group
About Our Team
Salesforce the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s “World’s Most Innovative Company” five years in a row and one of Fortune’s “100 Best Companies to Work For” eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth offers incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.
Customer success is our #1 priority at Salesforce. We are looking for an energetic, creative, and execution focused individual to take our customer adoption campaigns to the next level! What is a customer adoption campaign, you ask? Our campaigns act as a virtual success manager, providing prescriptive, guided paths to help customers get started, achieve business outcomes, or solve challenges. Campaigns include multiple engagement channels to get customers the resources and guidance they need to be successful.
The Customer Adoption team is looking to add an experienced Strategy Lead to our growing organization. Our team is focused on creating automated and scalable customer success interactions that help increase engagement and adoption of the Salesforce product via creative and innovative solutions.
About The Role
Our Customer Adoption team is core to CSG’s strategy to enable the success of all of our customers, from implementation, to full adoption, through to renewal. Our Campaigns will cover all clouds, all phases of the lifecycle, and be localized to enable customer success globally.
The Strategy Lead is responsible for strategic priorities which impact our entire portfolio. This leader will own prioritization of clouds, lifecycle, outcomes, localization, and our partnership with our data science and customer insights team to drive analysis and areas for improvement. As a leader of a team of campaign managers, this leader will drive our partnership with the field, product owners and key partners throughout our organization. He/She will regularly review portfolio performance, derive insights, build action plans with key stakeholders, all in the name of constant innovation and customer experience improvement. Crucial to the role are drawing the right insights and providing roadmap guidance to the leadership teams to drive investment decisions and trade offs. He or she will partner with their experience design & technical lead counterparts to drive overall program management of the roadmap, including oversight of project initiation through deployment and testing of each campaign, development of required documentation, and delivery of new products to both our customers and our internal field teams.
Key Responsibilities:
• Primary leadership connection with field and cross - functional partners to drive global prioritization, localization decisions and release planning.
• Own the global roadmap, driving overall strategy & alignment to other key programs in the CSG organization, in support of larger, cross-cloud and customer success business objectives.
• Owns localization roadmap and performance.
• Leads analytics efforts, and drives review key customer metrics, understand gaps & opportunities to drive improvements, present business cases, understand timelines, options, and tradeoffs required to deliver on engagement & customer adoption and experience measures.
• Define programs that serve as a multiplier for the field allowing them to engage customers proactively, with actionable insights, and with relevant content.
• Create compelling content, messaging and visual presentations that help our field understand, communicate, and successfully position our success programs with customers
• Define & build success KPIs to drive results optimization and enhanced customer experience.
• Analyze data, glean insights, and incorporate into roadmap evolution including pivoting strategies where needed to deliver improved success metrics. .
• Work with our technical teams to drive prioritization and requirements gathering processes for new development cross-team including sizing & sprint slotting.
• Manage the team to obtain stakeholder buy-in, required approvals, meet specification documentation, drive projects through requirements, development, test and hand off including user communications & enablement through successful go live.
• Coach internal teams and stakeholders through complex solutioning & decision making.
• Demonstrate advanced stakeholder management & negotiation skills:
◦ Advise on best practices.
◦ Support / oversee functional development & design, testing, and end user impact analysis.
◦ Offer phased solution options where possible.
◦ Contribute to change management planning.
• Drive milestone delivery dates, troubleshoot key implementation issues and demonstrate the ability to drive to successful resolution.
• Team with internal stakeholders to drive the prioritization and requirements gathering processes for new campaign creation, automation, and enhancement or maintenance requests.
• Present portfolio plans, metrics, status, and any plan revisions as needed to the leadership teams for buy-in and sign off.
• Drive teams to deliver optimal results via high quality deliverables & data driven decision making.
• Recommend and participate in process improvements at all times.
Experience/Skills Required:
• 12+ years experience as a Functional Leader or Consultant in a mid to large sized organization with demonstrated leadership driving projects in a matrix organization.
• Salesforce experience strongly recommended, to understand Salesforce field, the field operating model, and how Salesforce scales customer engagement across roles and across the customer lifecycle.
• Consultative approach, including ability to translate customer needs into technical requirements and process flows for consumption by the technical team.
• Strong organizational skills, attention to detail, and ability to prioritize a varied workload with multiple stakeholders.
• Demonstrate strong problem solving skills, process-driven mindset, and resourcefulness.
• Flexibility in shifting directions quickly when priorities change.
• Experience with Agile/SCRUM development and implementation techniques.
• Advanced ability to quickly visualize complex implementation plans with multiple stakeholders and cross-domain dependencies to determine critical paths.
• Advanced ability to manage stakeholder expectations by understanding stakeholder needs, determining alternatives to meet requirements and communicating appropriately.
• Excellent verbal and written communication as well as receptive listening skills, with ability to present complex ideas in a clear, concise fashion to technical and non-technical audiences.
• Flexibility in shifting directions quickly when priorities change; excellent multi-tasking skills and the ability to learn quickly in a dynamic environment.
• Proven ability to handle many diverse projects at once and meet deadlines in fast-paced environment with shifting priorities.
• Resourceful, self-motivated and able to meet responsibilities with minimal direct supervision.
• Accountable team player with a constructive attitude, problem-solving and customer service mindset who is able to work with virtual cross-functional teams.
• Excellent influencing and negotiation skills.
• Excellent reporting & data analysis skills.
• Ability to recommend process improvement ideas and put them into action.
• Experience working in / with consulting and customer success is a plus.
• Experience with the Salesforce.com platform and related cloud or web-based technologies is a plus.
Posting Statement
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.
Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.