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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.

Salesforce Digital Customer Success is part of the Customer Success Group (“CSG”) and is a key pillar in delivering success to over 150,000 customers globally. We pride ourselves on a strong customer-centric culture, delivering a trusted world-class customer experience and offering the right level of engagement and expertise to meet customer needs. As Salesforce innovation grows and customers are digitally transforming, we expertly craft and tailor new services and offerings to ensure we’re serving our customers in the best ways possible.

The Digital Program Manager (DPM) will be responsible for managing and executing customer-facing communication strategies. This role works closely with Delivery, Product, Engineering, UI/UX, and analytics teams to reduce customer effort and increase feature adoption. You will be accountable for establishing and managing a feedback loop between cross-functional stakeholders and the rest of the organization, leveraging the “voice of the customer” to drive communication success. This position will focus on managing and optimizing email and multi-channel communication strategies within Salesforce Support, partnering with other DPMs and leaders in our CSG organization to build a framework for measuring success across the multi-channel customer journey.

The ideal candidate has a proven track record of defining, driving and delivering cross-functional customer experience initiatives focused on email and multi-channel strategies, expertise executing transformational change leveraging new technology, process, and operating models. The individual will have a high sense of urgency, strong executive presence, and an outstanding history of partnering with a broad cross-functional organization that is laser-focused on delivering to customer needs.

Your Impact

• Manage and execute email strategies, including multi-touch journeys, onboarding journeys, automations, and multi-variable testing.

• Define business requirements for improving email and multi-channel communication effectiveness across all digital assets, and convey validated concepts to product managers, UX designers, engineers, leadership, and customers.

• Analyze customer usage data to challenge and validate email and communication solution methodologies in an ongoing development process that continuously evolves to meet changing customer needs.

• Work hand in hand with Cloud Technical Leads and build persona-based journey maps to lead the discovery, design, and development of email and multi-channel communication solutions.

• Define and monitor KPIs related to email and multi-channel solutions delivered, articulate trends, identify root cause analysis, and define actions in weekly & monthly business reviews.

• Recommend new technologies and experiences in the customer communication workflow to reduce customer effort, increase solve rates, and drive a positive customer experience.

• Collaborate with cross-functional stakeholders teams to promote email and multi-channel tools and resources, increasing visibility and usage among customers.

• Work with technical implementation teams to execute email campaigns, ensuring a clear understanding of database management and email technical programs.

Minimum Requirements

• 3+ years of professional experience in email marketing, specifically managing multi-touch journeys, onboarding journeys, automations, and multi variable testing strategies.

• Demonstrated analytical ability to identify and communicate actionable data insights with the appropriate level of detail for multiple audiences.

• Ability to work effectively with a geographically dispersed team.

• Excellent written and verbal communication skills.

• Demonstrated skills and success in process improvement design and workflow analysis.

• Proven experience in scoping, developing, and executing business requirements and project plans in a cross-functional, multi-team environment.

• Experience partnering with production resources to release solutions, services, and/or functionality.

• Strong Project Management skills with the ability to manage multiple projects simultaneously.

• Proficiency in using project management tools and software.

• Familiarity with Salesforce Marketing Cloud and email analysis/reporting tools.

• Basic understanding of database management, SQL, and related technical skills.

• Proficiency in using Google Sheets.

Preferred
Experience in Customer Support and/or Program Management
Experience with Salesforce.com and/or CRM applications
Experience in the self-help solutioning profession or ecosystem
Familiarity with agile methodologies and practices
Certification in project management (PMP, PRINCE2, etc.)

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.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.For New York-based roles, the base salary hiring range for this position is $115,200 to $158,400.

For Washington-based roles, the base salary hiring range for this position is $105,600 to $145,200.

For California-based roles, the base salary hiring range for this position is $115,200 to $158,400.

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.