Global Readiness Performance Insights - Director/Sr Manager/Manager

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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.

*Hiring for multiple roles*

Global Readiness is laser-focused on product quality and addressing barriers to adoption. We play a pivotal role by ensuring customer needs and CSG requirements are addressed from the early stages of product conception to post-General Availability (GA). In addition, we inform Success Plans that deliver proactive and reactive support and the expertise customers need to use our products successfully.
 

We are seeking candidates with a strategic analytics vision to spearhead the evolution and execution of our Global Readiness charter. This pivotal role demands an individual who can craft a performance analytics strategy and execution plan that spans the entire business spectrum with a focus on customer lifecycle performance from conversion to attrition. The ideal candidate will merge strong business acumen and analytical prowess to deliver data-driven insights that resonate with a diverse audience across Customer Success Group (CSG) and Technology & Product (T&P). Responsibilities include managing analytics projects from inception to insight delivery, aiding Global Readiness leaders in pinpointing crucial performance drivers and forging actionable intelligence.
 

The role of Performance Insights is a key advisor to CSG and T&P leadership, steering pivotal decision-making processes. You will be integral in comprehending our fundamental business objectives and actively seeking ways to harness analytics to enhance decision quality.
 

Key Responsibilities

• Performance Analysis and Insights: Partner with Global Readiness leaders to integrate product, financial, delivery, and customer performance data into significant insights. Employ fit-for-purpose analytical methodologies to unify disparate data streams, craft coherent narratives, and foster decision-making

• Performance Data Visualization: Transform complex requirements into lucid, compelling visual stories suitable for executive audiences across Customer Success and T&P.

• Performance Metrics Development: Develop and refine key performance indicators in alignment with business objectives, ensuring their detailed integration into our analytical processes for enhanced decision-making and trend analysis

• Communication of Analysis and Insights: Select and apply the most effective techniques to articulate data-driven narratives aligned with our performance goals.

• Performance Reporting: Regularly generate insightful reports and dashboards to support business reviews with senior leaders in Customer Success and T&P, leading the charge in data-informed decision-making and analysis optimization.

• Stakeholder Engagement: Work collaboratively with diverse teams across Customer Success and T&P to foster support for analytics-driven initiatives. Act as a bridge between different departments, facilitating communication, and ensuring alignment.
   

Requirements

• Bachelor's degree in finance, statistics, economics, business, or related field; MBA or other advanced degree preferred.

• 12+ years for Director, 7+ years for Senior Manager, 5+ years for Manager of ascending experience in Customer Analytics, Sales Analytics, or Strategy and Operations

• Proven experience delivering deep analytics insights on adoption funnel, attrition, and cost-to-serve for leading enterprise software companies

• Experience working with reports dashboards, and custom objects in Salesforce is preferred. Experience with Tableau and Google Sheets is desirable.

• Knowledge and application of core statistics techniques, with experience with building statistical models (e.g. regression, etc.) to perform complex analyses preferred

• Comfort with ambiguous, constantly evolving situations. Self-starter with a high degree of motivation to go above and beyond the task at hand

• Strong project management skills, including prioritization and ability to multi-task

• Familiarity with Customer Success principles, methodologies, and best practices.<