Strategy and Analytics Senior Lead

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Job Category

Operations

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.

Position Description

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 & Strategy team works within Account Success to drive operational rigor in how we run the business and also to support various special projects and efforts to change and grow the business. This role will also support our internal teams plus partners across CSG around special projects, and work closely with our internal partners to communicate key initiatives to our teams, customers and other key stakeholders. Additionally, the Account Success Programs & Strategy team owns ongoing collaboration with business partners including Customer Success Strategy & Operations, Finance, Employee Success, Executive Communications and Global Enablement to ensure Account Success delivery runs smoothly and our teams are successful.

The Program Director role reports to the Senior Director, Account Success Programs & Strategy and will own the strategy and execution of key organizational workstreams. These include but are not limited to managing the Account Success V2MOM, monthly and quarterly Business Reviews, Quarterly All Hands and special projects.

Responsibilities

• Lead the development, planning, and execution of key Account Success priorities, programs and initiatives.

• Collaborate with cross-functional teams to define project goals, scope, timeline, and deliverables.

• Monitor programs & metrics, identify risks, and proactively implement solutions to ensure successful outcomes.

• Drive effective communication across teams and stakeholders, ensuring alignment and transparency.

• Cultivate strong working relationships across the business to facilitate program success.

• Developing and deliver presentations for senior executives.

• Assist in troubleshooting operational issues from delivery teams to partners as they surface; assist in testing solutions and ensuring that root causes are fixed.

• Conduct regular reviews and evaluations of program or workstream performance, identifying areas for improvement and implementing adjustments and communications as needed.

• Stay current with industry trends, best practices, and new technologies to improve program efficiency.

Required Skills/Experience

• Ability to quickly establish and build close working relationships with team members of varying backgrounds and positions within an organization.

• Experience in implementing of cross-functional business efforts. Effective in influencing high-quality decisions, solving and/or escalating issues and meeting deadlines. Ability to balance multiple priorities.

• Strong presentation skills - including building effective google slide presentations for executive audiences.

• Strong critical thinking skills. Ability to analyze poorly defined areas and processes within a cross-functional team, work with leadership to align around recommendations and then implement new and improved processes.

• Excellent written and verbal communication skills, including good judgment about, when,
  how, what, and to whom to communicate. Inform, educate, and inspire employees.

• Comfort with ambiguity and motivated to solve complex problems.

• Solution-oriented, collaborative & curious mindset

• Experience defining, handling, and executing projects from start to finish. Including project management, data gathering and modeling, problem-solving, and communicating recommendations

Other Skills/Preferred Requirements

• Ability to quickly ramp on collaboration technologies (Google, SmartSheet, Quip, Slack)