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Job Category
Customer Success
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.
*Hiring for multiple roles*
Global Readiness is laser-focused on product quality and addressing barriers to adoption. We play a pivotal role by ensuring customer needs and CSG requirements are addressed from the early stages of product conception to post-General Availability (GA). In addition, we inform Success Plans that deliver proactive and reactive support and the expertise customers need to use our products successfully.
We are seeking candidates with a strategic analytics vision to spearhead the evolution and execution of our Global Readiness charter. This pivotal role demands an individual who can craft a performance analytics strategy and execution plan that spans the entire business spectrum with a focus on customer lifecycle performance from conversion to attrition. The ideal candidate will merge strong business acumen and analytical prowess to deliver data-driven insights that resonate with a diverse audience across Customer Success Group (CSG) and Technology & Product (T&P). Responsibilities include managing analytics projects from inception to insight delivery, aiding Global Readiness leaders in pinpointing crucial performance drivers and forging actionable intelligence.
The role of Performance Insights is a key advisor to CSG and T&P leadership, steering pivotal decision-making processes. You will be integral in comprehending our fundamental business objectives and actively seeking ways to harness analytics to enhance decision quality.
Key Responsibilities
Performance Analysis and Insights: Partner with Global Readiness leaders to integrate product, financial, delivery, and customer performance data into significant insights. Employ fit-for-purpose analytical methodologies to unify disparate data streams, craft coherent narratives, and foster decision-making
Performance Data Visualization: Transform complex requirements into lucid, compelling visual stories suitable for executive audiences across Customer Success and T&P.
Performance Metrics Development: Develop and refine key performance indicators in alignment with business objectives, ensuring their detailed integration into our analytical processes for enhanced decision-making and trend analysis
Communication of Analysis and Insights: Select and apply the most effective techniques to articulate data-driven narratives aligned with our performance goals.
Performance Reporting: Regularly generate insightful reports and dashboards to support business reviews with senior leaders in Customer Success and T&P, leading the charge in data-informed decision-making and analysis optimization.
Stakeholder Engagement: Work collaboratively with diverse teams across Customer Success and T&P to foster support for analytics-driven initiatives. Act as a bridge between different departments, facilitating communication, and ensuring alignment.
Requirements
Bachelor's degree in finance, statistics, economics, business, or related field; MBA or other advanced degree preferred.
12+ years for Director, 7+ years for Senior Manager, 5+ years for Manager of ascending experience in Customer Analytics, Sales Analytics, or Strategy and Operations
Proven experience delivering deep analytics insights on adoption funnel, attrition, and cost-to-serve for leading enterprise software companies
Experience working with reports dashboards, and custom objects in Salesforce is preferred. Experience with Tableau and Google Sheets is desirable.
Knowledge and application of core statistics techniques, with experience with building statistical models (e.g. regression, etc.) to perform complex analyses preferred
Comfort with ambiguous, constantly evolving situations. Self-starter with a high degree of motivation to go above and beyond the task at hand
Strong project management skills, including prioritization and ability to multi-task
Familiarity with Customer Success principles, methodologies, and best practices.
Strong understanding of the Product Development Lifecycle process in Enterprise software / Software-as-a-Service experience (SaaS).
Willingness to travel occasionally, as required.
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Posting Statement
At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.
Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. 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.Salesforce does not accept unsolicited headhunter and agency resumes.Salesforce will not pay any third-party agency or company that does not have a signed agreement withSalesforce.
Salesforce welcomes all.
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.For New York-based roles, the base salary hiring range for this position is $126,600 to $276,800.For Colorado-based roles, the base salary hiring range for this position is $115,100 to $230,700.For Washington-based roles, the base salary hiring range for this position is $115,100 to $253,700.For California-based roles, the base salary hiring range for this position is $126,600 to $276,800.For Hawaii-based roles, the base salary hiring range for this position is $115,100 to $230,700.Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.
