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Company:  Salesforce
Industry:  Internet / E-Commerce
IT / Software Development
Social Media
Job Type:  Full Time
Country:  United States
State/Province:  Illinois
City:  Chicago
04/26/2024 03:14 PM
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
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.

Role Description
As a key member of our growing Digital Success team, you will have a phenomenal opportunity to build next generation digital programs that improve customer time to value and improve the customer experience. You will utilize bots, in-app messaging, emails, webinars, online content, and more to guide our paid customers through critical moments in their customer journey and ensure they successfully adopt and get the most value from Slack. You will drive alignment with our Customer Success teams to increase internal adoption of our programs and improve employee productivity.

The ideal candidate is a builder that enjoys solving problems with an innovative approach, defining and leading strategy across a matrixed organization with strong cross-functional working relationships, and owning the creation and implementation of digital programs.

Your Impact

Build the Business
  • Contribute to the vision and roadmap for the cohesive customer journey and experience for all of Slack's 200k+ paying customers, including those that are are assigned Success Guides, and Success Managers
  • Matrix-lead resources across different job functions (Success Managers, Success Guides, Programs, Value Realization, Strategy and Operations, Services) through the ideation, scoping, and and launch of innovative digital success experiences
  • Build targeted digital campaigns, processes, and tools to effectively launch, adopt, and expand Slack usage across various customer segments, industries and personas
  • Collaborate with R&D, Marketing, and Release Readiness to develop digital programs that drive viral adoption of our new product innovations
  • Collaborate with Salesforce Digital Customer Success to identify leverage points


Run the Business
  • Measure and communicate the attribution, impact and value that our Digital Success offerings are having to leadership within both Slack and Salesforce
  • Leverage data and analytics to develop, lead, and measure results for GTM sales and adoption-related initiatives, programs, and campaigns
  • Optimize digital experiences to drive retention, and accelerate adoption and customer value
  • Partner with data teams for controlled experimentation, advanced analysis


Minimum requirements
  • 5+ years of experience in enterprise SaaS in a marketing or customer success role is a must
  • Experience leading cross-functional projects with many stakeholders and contributors across a matrixed organization
  • Experience developing B2B or B2C digital adoption, retention, or growth marketing programs or scaled customer outreach
  • Experience building and leading digital, 1:many and 1:few programs
  • Hands-on experience leading initiatives from start to finish to deliver measurable business results and execute against key performance indicators
  • Experience shaping and creating thought leadership, including go-to-market materials, points of view, white papers, blog posts, etc.
  • Experience using data to inform strategies, measure success, segment our customer base, and experiment to optimize performance; SQL experience is a plus
  • Understanding of SaaS-based business models
  • Slack user or has previous experience using Slack in a work environment
  • Salesforce technology experience - Sales Cloud, Marketing Cloud is a plus
  • Experience working with marketing operations teams or marketing automation tools is a plus


Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form .

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 with Salesforce .

Salesforce welcomes all.

For Washington-based roles, the base salary hiring range for this position is $128,300 to $176,500.

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.
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