Program/Project Management, Senior Analyst

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Job Category

Program & Project Management

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.

For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled experts, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.
The Programs, Operations & Tech team operates within Account Success to ensure operational rigor in running the business while supporting various special projects aimed at driving growth and transformation.

• This Program/Project Management Senior Analyst role reports to the Director of Business Planning for Account Success and will partner closely with the head of our Global Delivery Centers (GDC) to deliver support on monthly reviews, including analysis and insights

• These monthly reviews will cultivate a healthy partnership between our GDC and our Operating Units (OUs) to ensure customer satisfaction and value where the GDC engages across the business

• The role requires a blend of consultative skills, ability to construct persuasive presentations, developing narratives to highlight business trends, and providing data and insights to leadership

• The role will require close collaboration with senior leadership in Account Success, as well as some collaboration across other teams at Salesforce

• We’re looking for hardworking, driven candidates who have a strategic mindset on how to articulate the business impact of our delivery teams, strong organizational skills, attention to detail, ability to handle multiple priorities in parallel, exceptional ability to create exec-ready slides, ability to work with large data sets & extrapolate data visualizations and insights, and the ability to deal with ambiguity effectively

Responsibilities

• Become the subject matter expert and trusted partner for the GDC and provide leadership in the monthly review process connecting the GDC with OUs across Account Success

• Build trusted relationships with key stakeholders across the business, including GDC Leadership, Account Success OU Leaders, Business Intelligence, Strategy & Operations, and other teams

• Establish and maintain trusted relationships with the GDC leadership team in order to develop a deep understanding of business needs, business priorities, and how our delivery teams are driving outcomes for our customers

• Facilitate the Business Reviews between the GDC and OU leaders through metrics consistency, and consistency and reliability in ongoing presentations on an agreed cadence

• Evaluate ongoing business performance of our GDC against our business priorities, provide insights and analysis on areas that need improvement, and contribute to the development of solutions for areas of the business that show signs of weakness or underperformance

• Ensure regular communications and updates to leadership, and incorporate any feedback from business reviews and revise the materials accordingly for the next cycle

• Understand key business objectives at the executive level, and help craft presentations and slide content for GDC reviews that support of those objectives, with the goal of focusing conversations around those objectives

• Develop a deep understanding of the GDC, and have a point of view on how we can streamline operations to find efficiency in our business while maintaining the success of our customers

• Understand how our incentive plans motivate behaviors across our business and develop a point of view on how we could provide better incentives to our GDC resources that would align with our overall business priorities

Requirements:

• Excellent presentation and executive engagement skills.

• Self-starter and high degree of motivation to go above and beyond the task at hand and succeed in a collaborative, fast-paced environment.

• Outstanding written and verbal communication skills, with the ability to craft compelling stories for diverse audiences to communicate strategy.

• Strong business acumen and stakeholder management.

• Proven track record to structure and transition sophisticated problems to solutions.

• 2 to 5 years of professional experience, ideally in consulting or sales or customer success strategy, business operations, or revenue operations roles.

• Flexible schedule, the ability to work with our global Account Success teams in different time zones.

• Strong slide-building and formatting skills, strong spreadsheet skills

• Experience with Business Analysis, Data Visualization and Marketing Analytics, as well as the ability to translate sophisticated information into easily consumable insights

• Solid understanding of Salesforce, Tableau, Snowflake, SQL and Data Cloud

• Ability to travel on a quarterly basis if required

Desired Skills/Experience:

• Strong understanding of Customer Success

• Knowledge of Salesforce product and platform features, capabilities, and best use

• Experience with an enterprise CRM or customer service application

• Sales or Customer Success compensation knowledge and experience

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