CSG Product Director (Competitive Intelligence)

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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.

Join Salesforce as a Director within our Customer Success organization, delivering competitive insights that help drive the strategy of our Success Offerings and Renewals built around the needs of our customers and the market. The ideal candidate will easily toggle between research, insights, and execution, and takes pride in bringing our team and stakeholders along on a customer-oriented journey.

This position requires strong written and verbal communication as well as organizational skills, and the ability to manage deliverables across cross-functional teams. Key qualities for success in this role include: understanding the landscape of Salesforce and our competitor’s Success offerings, identify competitive threats that affect our renewal opportunities, developing a mutual stakeholder relationship with Customer Success leadership, managing complex business processes, analytical problem-solving skills, tech-savvy and excellent troubleshooting skills, entrepreneurial drive and work ethic, results orientation, and a demonstrated ability to add value and succeed in a fast-paced environment.
 

Responsibilities:

• Architect and manage competitive research programs that drive innovation across Salesforce’s Customer Success portfolio.

• Identify and research competitive trends -- both internal to Salesforce as well as the external market landscape.

• Use deep insights to provide comparisons of Salesforce success plans and competitive offers.

• Develop a competitive narrative that fuels our roadmap and ongoing enhancements across Salesforce’s Customer Success portfolio.

• Identify and address competitive threats related to Salesforce renewals and attrition.

• Work closely with Salesforce’s offer management, product, sales, and renewals teams to provide direct feedback and instill a competitive-focused mindset.

• Provide quarterly competitive analysis reports to stakeholders.

• Develop and maintain competitive playbooks for distribution teams.

• Directly support sales teams in competitive scenarios relating to a specific set of products, offers, and/or competitors.

• Perform ad-hoc reporting to determine and address immediate business needs.

• Be a strong team player who thrives in a diverse global team that traverses across products, sales segments, and timezones.

• Ensure adherence to company standards and competitive intelligence best practices / ethics.
   

Required Skills / Experience:

• Experience with researching competitive data to identify and understand trends and uncover addressable markets / opportunities.

• Deep insight into the post-sales experience of Salesforce or other SaaS vendors (Success + Support Plans, Managed Services, Implementation Services, Customer Onboarding, etc).

• Ability to work cross-functionally between multiple stakeholders and teams to help understand business needs and communicate insights (including meetings and presentations to product and sales executives).

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

• Have strong communication and presentation skills.

• 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.

• Curious, analytical, innovative, and wildly creative — with the execution skills to make it happen.
   

Education / Experience:

• 10+ years of competitive intelligence, data research, market analysis, product management, or business / sales operations experience.

• Internal understanding of Salesforce’s current data/reporting/governance tools and sales processes are highly preferable.

• Internal understanding of Salesforce’s current data/reporting/governance tools and process is preferable.<