at Salesforce in Chicago, Illinois, United States
Job Description
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Job CategoryOperations
Job Details
About Salesforce
We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.
The Global Account Success Strategy and Operations team is part of the Salesforce Customer Success Group ("CSG") and is a key pillar in delivering success to over 150,000 customers globally. We pride ourselves on a strong customer-centric culture, delivering a trusted world-class experience and offering the right level of engagement and expertise to meet customer needs. As Salesforce innovation grows and customers digitally transform, we expertly craft and tailor new services and offerings to ensure we are best serving our customers.
The Account Success Operations Manager will define, build, and drive process innovation and enhancement initiatives across Salesforce's global Account Success Team. The role will help to foster a culture of sustainable change through a single, seamless, and world-class experience for Salesforce's highest-profile customers.
The ideal candidate is a highly organized team player with a proven track record of defining and implementing cross-functional, organization-wide strategic programs. They are experienced in driving change that leverages new technology, processes, and operating models. The successful candidate will be passionate about driving world-class experiences and have a high bar for quality. The individual will have a sense of urgency, a strong executive presence, and a history of influencing cross-functional stakeholders to advance customer-centric initiatives.
Responsibilities
Define and build processes used by field teams to deliver our Success Plan offerings
Identify areas within the organization where processes can be improved, streamlined, or automated to increase efficiency, reduce operational costs, and enhance the customer experience
Evaluate and recommend tools, software, and technologies that can enhance operational efficiency, data analysis, and decision-making processes
Utilize data analytics tools and techniques to extract actionable insights from organizational data
Implement changes to processes and tools effectively, ensuring that employees are trained and adapt smoothly to new workflows and technologies
Continuously monitor and evaluate the effectiveness of processes, tools, and data management practices. Make adjustments and enhancements as needed
Drive collaboration across teams, regions, and products to achieve a set of unified processes that meet set requirements and scale for growth
Build alignment and attain Trusted Advisor status with key executives and stakeholders across the company, particularly in Account Success Strategy Operations (StratOps)
Embody the values of Trust, Customer Success, Innovation, and Equality
Required Qualifications
Action-oriented with strong organizational, analytical, and problem-solving skills
Flexibility, integrity, and creative problem-solving skills are prerequisites to be successful in this role
Passion for delivering outstanding customer experience
Ability to collaborate cross-functionally on a global scale
Strong technical aptitude and interest in learning Salesforce applications and solutions
Experience writing process documentation (SOPs, Playbooks, Job Aids)
Demonstrated ability to motivate, influence, and gain commitment at all levels of the organization
Proven ability to develop and manage complex processes and drive continuous process improvement
Dependable, motivated, self-starter with the ability to work independently
PMP, Certified Scrum Master, and/or PRINCE2 certifications are a plus
Salesforce product... For full info follow application link.
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.
