Salesforce Business Process Lead - Adoption & Readiness

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Job Category

Finance

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.

We are looking for a highly collaborative person with a passion for driving superb customer experiences and excellent employee experiences.   This person will focus on driving Adoption and Readiness across key projects. The ideal candidate will have experience leading key projects, experiencing driving adoption within a team, and experiencing working across multiple teams to drive results and innovation.

Shifts : EST Hours (Should be flexible to work in AMER Time Zone)

Service Delivery:

* Drive adoption of new features and products under your project areas. 
* Collaborate with other teams within the Customer Support Experience Org, BT, T&P, Enablement, and other teams as needed on projects
* Ensure alignment  across multiple clouds to provide a consistent case experience for customers and efficiencies of scale for support. 
* Drive results in all focus areas for all KPIs, with a key focus on CSAT and TTR
* Collaborate with other cloud leaders to maintain high performance and continuously improve the support delivery experience
* Active in driving the organization’s overall V2MOM identified goals as part of the leadership team
* Provide regular updates on projects to Cloud teams and Support Leadership
* Drive readiness and change management ahead of project launches including documenting approvals, providing status updates, ensuring teams have needed enablement, tools, and resources. 

Preferred Qualifications & Experience

* Multi-Star Ranger
* Experience leading a team with demonstrated results, particularly in adopting new features and processes successfully
* At least one cloud certification, additional preferred. 
* Current Manager or Principal Engineer

Minimum Qualifications:

* Meets and ideally exceeds expectations of their current role
* Trailhead Ranger
* Relevant Cloud Certifications as per current role requirements
* Demonstrated collaboration, influential, mentoring and customer-focused competencies
* Alignment to a support hub required, with minimum of 3 days per week in-office.

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