Global Success Program Manager

Overview

Salesforce Global Success Programs provide various scalable programs to help our customers improve their success with salesforce, such as:

• Circles of Success:small roundtable best practice customer discussions, facilitated by a Salesforce expert which can take place virtually or in-person.
• Webinars:virtual events to educate our customers on a specific topic or subject matter to help improve success. Webinars are hosted by Global Success Programs team members and may feature guest Subject Matter Expert Speakers from the organization.
• Success Community(success.salesforce.com) Groups: environment to engage with and get answers from a passionate community of customers, partners and Salesforce experts that focus on a specific audience often segmented by geography and/or Salesforce products and services.

Role: 

The Global Success Programs Content Manager is responsible for building the topic and content GoTo Market Strategy for the Global Success Programs. The Global Success Programs Content Manager will align with cross functional stakeholders across the organization to understand knowledge gaps, plan the content roadmap in alignment with our Journeys, work with Subject Matter Experts to develop content, manage and reiterate based on new features and brand updates to help Salesforce customers reach their business goals, drive greater business value and improve executive alignment with Salesforce. Topics will help (but are not limited to) drive customer adoption and success by providing governance advice, usage/adoption recommendations, risk identification and mitigation around Salesforce’s Marketing cloud technologies. The result is increased customer satisfaction, retention and expansion of our footprint inside their organization.

In this role you will ensure consistent delivery best practices are applied and influence the overall global engagement and delivery approach. Ensuring the success of our Specialists while securing the highest CSAT and business outcomes is a top priority.

This is an incredible opportunity to become part of a leading team that drives growth and expertise across the most innovative company in the world.

Responsibilities:

• Develop, socialize and maintain Global Success Programs Content Strategy
• Own Content library for Global Success Programs
• Collaborate with Subject Matter Experts to develop content
• Own all facets of day-to-day management of Content library
• Program content and appropriate skill level for staffing.
• Achieve or exceed monthly/quarterly/yearly business targets, providing management with an accurate forecast and risk analysis of deliveries and metrics.
• Work with the Global Programs team to identify customer knowledge gaps (based on success metrics)
• Create a Content portfolio to support all delivery challenges in all languages, both internally and externally facing (Community)
• Collaborate with Global Regional Leads on localization process
• Ensure Delivery Team can easily access most up-to-date content
• Work in a highly collaborative environment, cross functionally, across various levels of the organization

Experience/Skills Required: 

• BA/BS Degree (or equivalent)
• 5 years people management experience.
• Experience working with senior level executives.
• Considerable interpersonal skills, including the ability to establish and maintain effective working relationships with others.
• Strong analytical skills with the ability to oversee and manage the Specialist team’s Business Metrics, productivity and outcomes leveraging the salesforce platform.
• Self starter, has the ability to prioritize, multi-task and perform effectively under pressure.
• Strong verbal and written communication skills, as well as, excellent presentation skills.
• Occasional travel for key meetings (expected average of 10%), but may vary based on internal and client requirements.

Experience/Skills Desired:

• Maintain working relationships and knowledge of the Salesforce ecosystem.
• 10+ years of relevant experience in professional services, sales or customer support enablement and/or delivery
• 5+ years of Salesforce.com product knowledge, end user experience, systems integration, consulting and/or implementation experience.
• BA/BS degree required, Advanced degree preferred
• Proactive, organized, and detail-oriented with great project management skills & the ability to effectively move projects forward
• Executive-level interpersonal skills who’s demonstrated the ability to communicate effectively at all levels of the organization
• Ability to prioritize, multi-task, and perform effectively under pressure
• Proven ability to juggle multiple projects quickly
• Strong mastery of written English
• Strong collaboration skills, but has the ability to work independently
• Excellent Presentation Development Skills (story telling/design)
• Knowledge of salesforce.com product and platform features, capabilities, and best use
• Proficient with tools such as Quip, GoToWebinar, Google Product Suite (Calendar, Slides, Sheets, Sites), Powerpoint and Excel
• Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation

PREFERRED QUALIFICATIONS:

• Passionate about Customer Success
• Proven Product Marketing and/or Brand experience
• Programs or Project Management skills are an asset
• Experience in driving business transformation or large cross divisional initiatives
• Highly beneficial to have any Salesforce.com product certifications prior to joining. It is expected that you will gain the following certifications as part of the role requirement and onboarding process in the first 6 months:
• Salesforce Certified Administrator
• Salesforce Certified Advanced Administrator
• Salesforce App Builder
• Sales and Service Cloud Consultant Certification