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Success Programs Senior Specialist/ Manager

at Salesforce.com, Inc in Dover, Delaware, United States

Job Description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Program/Project Management

Job Details

At Quip, we’re committed to helping people work better. This role will have an opportunity to impact our Quip customers by formulating, creating, and delivering scaled programs in supporting our customers to use and love our product. You will be in a unique position to work cross-functionally with our customer success, engineering, product, and marketing teams plus directly with our customers to deliver onboarding and adoption programs. This position is perfect for someone who is looking for a role on all facets of Customer Success programs that drive impact for our internal team and customers through a combination of strategy, execution, and hands-on content development.

What you will be doing:

+ Drive initiatives in creating impactful onboarding and adoption experiences for our customers such as workshops, office hours, training hub, and customer training (40%)

+ Lead cross-functional efforts on the development and launch of Quip 2.0 success methodology (40%) which includes internal team enablement materials, jobs aids, pocket guides, team communication, and enablement repository

+ Create and maintain content for internal Customer Success and customers (20%)

+ Work with stakeholders to test new targeting and engagement approaches, measure effectiveness, collect customer feedback and make recommendations on long term investment in piloted approaches

+ Manage key stakeholder relationships across Customer Success, Engineering, Product, Marketing and Sales

+ Develop and maintain a solid understanding of our company products, our market, and our customer learning needs

+ Understand the overarching strategy and ensure alignment

+ Make recommendations and update programs based on data insights

+ Lead the delivery of customer Events, Webinars, Trailblazer Communities, and/or Campaign-related activities

+ Enable internal teams to expand the reach and effectiveness of CSG programs

+ Tracking, measuring results, and understand impacts of program activities

+ Ensures that activities they coordinate or oversee are correctly recorded and updated

+ Build and monitor basic reporting and dashboards within Salesforce/Tableau

+ Project manages and provides status reporting

Required professional experience & skills:

+ Bachelor’s degree essential

+ 5+ years of Customer Success and/or Program/Project Management experience

+ Strong communication and writing skills and ability to work across business lines

+ Proven track record in performing well in a fast-paced environment

+ Willingness to jump in and help team members when needed

+ Organizational skills to manage competing projects with tight deadlines effectively

+ Knowledge of campaign management in Salesforce

+ High energy, charismatic, innovative, creative, flexible

+ Creative problem-solver who enjoys working in an ever-changing environment

+ Strong presentation development skills (storytelling/design)

+ Able to oversee a cross-functional team

+ Relationship-building skills, and the ability to work independently

+ Critical thinker, proactive, organized, and detail-oriented with excellent Project Management skills and the ability to effectively move projects forward

+ Excellent interpersonal skills and a demonstrated ability to communicate effectively at all levels of the organization

For Colorado-based roles: Minimum annual salary of $83,700. You may also be offered a bonus, restricted stock units, and benefits. More details about our company benefits can be found at the following link: https://www.getsalesforcebenefits.com/

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form (https://careers.mail.salesforce.com/accommodations-request-form) .

Posting Statement

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Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.

Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we’re helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the “Most Admired Companies in the World” and one of the “100 Best Companies to Work For” eleven years in a row, and named “Innovator of the Decade” and one of the “World’s Most Innovative Companies” eight years in a row by Forbes.

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Job Posting: JC195079533

Posted On: Oct 16, 2021

Updated On: Nov 20, 2021