Help Agent NNAOV Program Manager

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About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

We're looking for a strategic, execution-oriented Program Manager to own and scale the Help Agent Pipeline Expansion Program — an initiative that uses AI to systematically identify high-value Net New Annual Order Value (NNAOV) opportunities across Salesforce products. Including, but not limited to, issue identification, Prediction Model building, and the ability to pass opportunities to sales teams across Salesforce for action.

What You'll Do

Program Ownership & Operations

• Own end-to-end delivery of the Help Agent Pipeline Expansion Program, from customer identification to pipeline handoff

• Design, maintain, and continuously improve assessment frameworks, scoring rubrics, and evaluation criteria

• Define and track key metrics (pipeline generated, assessments completed, conversion rates), proactively surfacing risks and opportunities

• Build and maintain program documentation, playbooks, and enablement materials

Cross-Functional Partnership

• Partner with Customer Success Insights and Business Intelligence teams to identify target customers based on health scores, engagement signals, and expansion potential

• Collaborate with Product Marketing on messaging, positioning, and customer-facing materials

• Work closely with sales teams to ensure smooth handoff of qualified opportunities

• Build relationships with Data Science to leverage predictive models and customer segmentation

Evaluation Design & Execution

• Develop cloud- and product-specific evaluation criteria across technical, organizational, and strategic dimensions

• Maintain libraries of keywords, evaluation inputs (including LLM judge prompts), and scoring frameworks

• Conduct periodic audits of assessment outputs to identify trends, gaps, and improvement opportunities

• Stay current on Agentforce product updates and AI industry trends

Insights, Communication & Influence

• Analyze assessment results and translate them into compelling reports and actionable recommendations for CSMs, AEs, and leadership

• Deliver regular business reviews highlighting pipeline performance, strategic insights, and risk mitigation

• Run program communications (newsletters, Slack posts, status reports) to drive internal adoption and alignment

• Enable CSMs and AEs through training sessions, office hours, and best-practice sharing

Scalability & Automation

• Identify opportunities to automate assessment processes, reporting, and pipeline tracking

• Collect and prioritize feedback from CSMs and Sales to refine program design and evaluation tooling

• Drive continuous improvement through documented learnings and experimentation with new methodologies

Who You Are

• A strong program manager with experience driving cross-functional initiatives in a fast-paced environment

• Analytically minded — comfortable working with data, predictive models, and AI-driven tooling

• A clear communicator who can translate complex data into compelling narratives for executive audiences

• Energized by ambiguity and excited to build scalable, repeatable programs from the ground up

• Familiarity with Salesforce products a plus, Customer Success, or AI/Agentforce is a strong plus

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experien