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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.

Department Overview:

At Salesforce, customer success is paramount. Our Success Plans play a pivotal role in ensuring our customers’s success with Salesforce products. The Customer Success Group’s (CSG) product management team is responsible for Salesforce’s Success Plan offer portfolio with which we enable our customers to realize value from Salesforce. We work backward from the customer to address their needs across small business, commercial, and enterprise segments. The team works across all functions in CSG (including Sales, Delivery, Marketing, and Operations) and with Salesforce Product and Sales organizations.

Role Description:

The Premier Success Plans Product Director, Technical Health will be responsible for defining our strategy for driving performance and technical health for our Premier Success Plan customers. Salesforce can be customized to meet any customer’s needs, but sometimes this customization leads to less than ideal performance. This, in turn, can lead to lower product adoption, higher maintenance costs and lower perceived business value. This role will be responsible for defining the technical health needs for our Premier customers and creating or enhancing features and capabilities that help our customers quickly identify poor solution performance and provide recommendations that will help them achieve greater performance and technical health.

In this cross-functional role, you will partner with various teams across Salesforce including GTM, Global Readiness and our Success Plan Technical Health teams to better understand what technical challenges our customers are facing and develop a product roadmap that helps address these needs to drive better performance and product adoption.

Your Impact:

• Create and maintain a Technical Health strategy for our Premier Success Plan customers

• Define and own a multi-year Premier Success Plan product roadmap aligned with the Technical Health strategy

• Own all aspects of technical health for our customers with an emphasis on driving better solution performance and minimizing disruption or high severity technical issues

• Partner with our Success Plan Technical Health team to understand current technical health capabilities and how they can be leveraged to address issues Premier customer are facing

• Work closely with our product, creative, digital success and delivery teams to create content and live, expert-led programs to provide customers with technical best practices and use case guidance

• Work closely with delivery, sales, and marketing teams to bring products to market.

• Measure the performance and effectiveness of product features with a focus on continuous improvement

• Stay up-to-date on industry trends and the competitive landscape.

Minimum Requirements:

• Ability to work cross-functionally between multiple stakeholders and teams to help define business needs, deliver clear and concise proposals and gain alignment.

• Attention to detail, including documenting all analyses, results and processes, to drive awareness across the organization.

• Excellent communication, presentation, and organization skills, with the ability to summarize and present information that provides actionable insights and engages various audiences (e.g., executive team, tactical team)

• Display strong leadership, networking, relationship-building and influencing skills.

• Ability to work both independently and in a larger team setting.

• High sense of urgency to respond to critical business questions.

Preferred Requirements:

• 10+ years of product management experience in high-tech, particularly in SaaS, Software, or Cloud companies.

• Bachelor’s degree in a relevant field; MBA or advanced degree

• Experience in the Salesforce ecosystem and knowledge of the Salesforce portfolio

Our Investment In You:

• World-class enablement and on-demand training - check out Trailhead.com for a sneak peek!

• Exposure to executive thought leaders with a passion for living our values

• Clear path to promotion with accelerated leadership development programs

• Weekly 1:1 coaching with your leadership

• Fast Ramp mentorship program

• Week-long product bootcamp

• Sandler Sales Training

Volunteer Opportunities

Have you heard of our 1:1:1 model, focused on giving back to the community? The success in giving back have helped us and our Trailblazer community become a leader in philanthropy, culture, and innovation. We are one of the World’s Most Innovative Companies, according to Forbes, we are #1 in PEOPLE’s Top 15 Companies that Care, and are on Fortune’s Change the World list. Values create value. Our values helped drive our revenue number to $13.28 billion dollars in fiscal years in 2019.

We have a public-facing website that explains our various benefits for:

• Health benefits

• Financial benefits and perks

• Time off and leave policies

• Parental benefits

• Perks and discounts

• Visit https://www.salesforcebenefits.com/ for the full breakdown.

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 $190,800 to $276,600.

For Colorado-based roles, the base salary hiring range for this position is $15,900 to $230,600.

For Washington-based roles, the base salary hiring range for this position is $174,800 to $253,600.

For California-based roles, the base salary hiring range for this position is $190,800 to $276,600.

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.