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Job Category

Program & Project Management

Job Details

About Salesforce

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Program Senior Analyst

Role Description

• The Program Senior Analyst, Critical Incident Center, is responsible for supporting the readiness team in our vision to enhance the customer and employee experience by providing the resources, infrastructure, and enablement to allow CIC employees to deliver our services successfully.

• This role will begin as a generalist on the team while primarily supporting the Employee Readiness function under CIC Enablement.

• The role requires thinking critically and dealing with ambiguity. The ideal candidate will enjoy a fast-paced environment, embrace and celebrate change, and be flexible and adaptable in any situation. They will be enthusiastic, curious, and enjoy learning.

• This is a full-time position and will require working primarily EMEA/AMER hours.

• Areas of focus include: Program management, change management, employee communications, employee programs, integrations, onboarding, CIC enablement and training, Slack channel management, change and communication calendar ownership, feedback channels, and more.

Key Responsibilities:

• Define, document, and continually improve processes to ensure consistency, efficiency, and effectiveness in daily operations.

• Collect, analyze, and report on data to leadership and to meet KPIs.

• Manage and maintain key CIC tools and resources. E.g. Master Change & Communication Calendar, Project Tracker, Channel Canvases, Slack channel matrix etc.

• Program Management: Develop program objectives, strategies, and plans to align with organizational goals. Develop and maintain project plans and timelines.

• Employee Programs: Assist with executing employee programs by tracking and reporting on program status and metrics, building and implementing communication plans and updates, and managing program deliverables.

• Assist with Trailhead management to ensure CIC trails are up-to-date and designed effectively.

• Manage the CIC training and enablement calendar, and assist with implementing the enablement strategy for the CIC.

• Effectively align with key partners to build strong working relationships, align processes and programs, and successfully deliver on V2MOM measures.

• Cross-collaborate with teams within the Critical Incident Center and build a network of contacts across the organization to understand the roles and responsibilities of groups and how they work together.

• Support the CIC employee communication and engagement strategy to boost performance, build trust & transparency, and ensure employees have the tools and resources they need to be successful.

• Craft clear, concise, and compelling messages that resonate with the target audience.

• Create digital and visual assets to support and enhance program and communication initiatives (decks, infographics, etc.).

• Facilitate effective communication within the CIC by implementing internal communications strategies and campaigns.

• Ensure all communications adhere to quality standards, Salesforce, and CIC brand guidelines.

• Execute communications activities that support the CIC Employee Readiness vision.

• Assist with implementing change management and communication best practices to changes impacting the org.

Minimum Requirements:

• 5+ years experience in a technical support environment, handling highly complex issues.

• 3+ years of experience writing customer or employee communications

• 3+ years experience in marketing, communications, training, human resources, or similar fields.

• Demonstrated program management skills

• Strong operational and services experience in a cloud services delivery environment.

• Experience directing and maximizing the benefits of collaborating with global teams

• Understanding of the end-to-end customer experience in a Saas environment including the sales process along with the technical support and incident response processes

• Strong technical knowledge of complex systems, ideally in a multi-tenant, Cloud environment

• Demonstrated ability to develop trusted partnerships with all internal stakeholders to help build strategies and action plans that enable customers for success

• Take risks. Be bold. Push new ideas.

• Wow us with your ability to create, track, and report on your success metrics

Specific Skills:

• Customer-centric attitude and focus on providing best-in-class service for stakeholders and employees.

• Passion for creating an outstanding employee experience that enables our employees to successfully deliver their services.

• The ability to build relationships and tailor communication styles across audiences, roles, and levels within the organization.

• Influential team player that builds good working relationships across all functions within the Critical Incident Center and our partners. Demonstrates developing and maintaining productive relationships across organizations to complete business objectives.

• Previous experience with training development and/or learning design is a benefit. Strong candidates will have the ability to apply educational theories and training best practices to develop engaging and effective learning experiences.

• Flexibility, integrity, and creative problem-solving skills are prerequisites to be successful in this role.

• Must be technically literate and articulate technical issues in a meaningful way to both engineers and executive-level management.

• High level of operational and situational urgency.

• Strong project management skills across teams where influencing skills are required.

• Highly motivated, with a strong sense of achievement and the willingness to both lead and contribute supportively to a dynamic team environment.

• Excellent attention to detail and a strong commitment to quality.

• Strong dedication to customer and employee success.

• Prior experience in a 24x7x365 operations environment is a benefit.

• Proven ability to manage complex processes and drive continuous process improvement.

• Self-starter, maturity to be managed remotely and ensure KPIs are met.

• Knowledge of Salesforce CRM and Trailhead preferred.

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