Principal Program Manager, Slack Digital Customer Success

Salesforce

Salesforce

Customer Service, Sales & Business Development, Operations
Multiple locations
Posted on Tuesday, July 9, 2024

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Program & Project Management

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.

Role Description

At Slack, our customer’s success is our success. Slack’s Global Customer Success team works directly with our customers to help them get the most value from their investment. We advise and guide a wide variety of customers, ensuring they launch Slack successfully, adopt it widely and continuously gain business value throughout the customer journey — thus leading to advocacy and renewal.

Our Digital Customer Success team is accountable for building digital-first success experiences and journeys for all of Slack’s paying customers, and contributes to driving Slack awareness amongst Salesforce’s customer base and ecosystem. These experiences, which reach across a diverse set of digital properties, improve time to value for customer onboarding, product adoption, and overall Customer experience – all while scaling our reach.

As a key member of our growing Digital Success team, you will have a phenomenal opportunity to build the next generation digital programs that guide our paid customers through critical moments in their customer journey and ensure they successfully adopt and get the most value from Slack. You will identify “moment of truth” data triggers, design and implement engaging targeted email journeys based on advanced segmentation, and you will support the operations of customer programs across our digital tools and platforms.

The ideal candidate is an email operations expert with considerable experience implementing email programs in Salesforce Marketing Cloud, a strong ability to efficiently structure and analyze data, experience managing stakeholders and complex projects effectively, and a keen eye to simplify and improve operational processes.

Your Impact

  • Support the Digital Success team in creating campaigns, including email building, audience data definition, journey setup, and performance tracking.

  • Utilize data to segment the customer base effectively for targeted and personalized email campaigns.

  • Work with Digital Success Programs Managers to define campaign requirements and align with email channel best practices.

  • Define data needs to support the Digital Success team’s future email programs and work with operations and data engineering teams to add to our marketing tools.

  • Develop ongoing strategies to enhance email journey performance, including segmentation and A/B testing.

  • Strategically solve problems to ensure high quality execution and email deliverability.

  • Ensure the accuracy and quality of email campaigns, including content, links, and images, before deployment.

  • Document campaigns and processes while maintaining alignment with our marketing operations team

  • Report regularly on email campaign performance, communicating impact and value to Customer Success leadership

  • Maintain email templates and align with our Brand team to ensure a consistent experience for our customers.

  • Manage shared platforms for webinar and event creation, including coordinating licenses, documenting best practices, and working with internal teams to build data integrations

  • Ensure consistent usage of email names, audience exclusions, links, and UTM parameters across Digital Success email and web programs

Minimum Requirements

  • 5+ years of experience in email marketing or email operations roles

  • 2+ years experience using Salesforce Marketing Cloud

  • Advanced knowledge of SQL, plus familiarity with HTML & CSS

  • Experience aligning stakeholders and maintaining timelines across multiple projects

  • Knowledge of email performance metrics for deliverability and engagement.

  • Experience creating, documenting, and improving processes to ensure timely and high quality execution.

  • Experience using data to inform strategies, measure success, segment our customer base, and experiment to optimize performance

  • Prior experience using Slack in a work environment a plus

  • Understanding of SaaS business model and B2B sales processes a plus

NOTE: This is an office-flexible role. The expectation is to be in-office 2-3 days a week when local to an office

Accommodations

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

For Washington-based roles, the base salary hiring range for this position is $121,800 to $167,400.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.