CSG Product Director, Product Adoption

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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.

Department Overview
 

At Salesforce, customer success is paramount. Our Success Plans play a pivotal role in ensuring our customers' success with Salesforce products. The Customer Success Group’s (CSG) product management team is responsible for Salesforce’s Success Plan offer portfolio with which we enable our customers to realize value from Salesforce. We work backward from the customer to address their needs across small business, commercial, and enterprise segments. The team works across all functions in CSG (including Sales, Delivery, Marketing, and Operations) and with Salesforce Product and Sales organizations.

Position Overview
 

The Signature Success Plans Product Director, Product Adoption will be responsible for defining our strategy for driving performance and technical health for Signature Success Plan customers.  In this role you will be responsible for working backwards from needs for customers to create and enhance Signature Success Plan features that help our customers to accelerate Salesforce deployment, efficiently manage license usage, and lower operational costs to maximize realized business value from their Salesforce investment.  In this cross-functional role, you will partner with various teams across Salesforce including GTM, Global Readiness and delivery  teams to better understand customer challenges and develop a product roadmap that helps address these needs to drive better performance and product adoption.

Responsibilities

• Offer Strategy: Develop a deep understanding of market trends, user needs, and competitive landscape to drive the strategic direction of Signature Success Plan. Define, prioritize and own execution of multi-year  Signature Success Plan product roadmap

• Customer-centric Methodology: Workback from needs of Signature customers, conducting research, customer survey, and feedback analysis to continually enhance product usability and effectiveness.

• Product Development: Lead the end-to-end development lifecycle, from ideation to launch, ensuring alignment with organizational goals and user requirements. Partner with delivery and field organization to create highly effective customer engagements that provide  actionable recommendations to accelerate Salesforce product adoption

• Cross-Functional Collaboration: Collaborate effectively with stakeholders across Salesforce organizations, including delivery, marketing, sales, and customer support, to ensure seamless product integration and go-to-market strategies.

• Data-Driven Decision Making: Utilize data analytics and user metrics to monitor product performance, identify areas for improvement, and make informed decisions to optimize product success.

• Continuous Improvement: Stay abreast of emerging technologies, industry trends and the competitive landscape to drive continuous improvement and innovation.

• Go To Market: Work closely with our Salesforce product, creative, digital success and delivery teams to create content and live, expert-led programs to provide customers with best practices and use case guidance

Qualifications

• 10+ years of product management experience in high-tech, particularly in SaaS, Software, or Cloud companies.

• Ability to work cross-functionally between multiple stakeholders and teams to help define business needs, deliver clear and concise proposals and gain alignment.

• Attention to detail, including documenting all analyses, results and processes, to drive awareness across the organization.

• Excellent communication, presentation, and organization skills, with the ability to summarize and present information that provides actionable insights and engages various audiences (e.g., executive team, tactical team)

• Display strong leadership, networking, relationship-building and influencing skills.

• Ability to work both independently and in a larger team setting.

• High sense of urgency to respond to critical business questions.

• Bachelor’s degree in a r