Job Description:

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Job Category

Customer Success Group

Job Details

Responsibilities

Define business requirements for improving self-help solution effectiveness across all digital assets, and be able to communicate validated concepts to product managers, UX designers, engineers, leadership, and customers.

Use customer & industry research to challenge and validate self-help solution methodologies in an ongoing development process that continuously evolves to meet changing customer needs.

Work hand in hand with product managers and lead developers throughout the discovery, design, and development process to translate concepts into reality.

Partner with the Assisted Support organization to ensure a seamless handoff between the digital support journey and assisted support journey.

Define and track KPIs related to the self-help solutions, and be able to communicate trends, identify root cause analysis, and define actions in weekly executive reviews.

Leverage new technologies and apply automation wherever possible in the customer workflow, reducing customer effort and friction

Define and drive a prevention loop between digital support and the rest of the business, using customer feedback to improve our products, content, and overall support experiences

Identify and mitigate risks in the customer experience when introducing new changes by applying a rigorous test & learn framework and A/B testing model.

Requirements:

• 5+ years of professional experience in program/product management


• 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 conducting research and/or partnering with user researchers / UX designers


• Experience partnering with engineering resources to release features, products, and/or services

Preferred

• Experience in technical customer support


• Experience with Salesforce.com and/or CRM applications


• Experience in the self-help solutioning profession or ecosystem.

For Colorado-based roles: Minimum annual salary of $126,100 You may also be entitled to receive 10% bonus, restricted stock units, and benefits

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes's "World's Most Innovative Company" five years in a row and one of Fortune's "100 Best Companies to Work For" eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. We are working to improve the state of the world.

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