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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.

The Data Cloud Onboarding Manager will be responsible for leading a team of Data Cloud Onboarding Guides focused on virtually driving successful onboarding, adoption, retention, and satisfaction, for our Success Plan customers. This role should be comfortable coaching a team of Data Cloud Onboarding Guides to ensure customers maximize value from their Salesforce investment. In this role you will ensure consistent delivery best practices are applied and influence the overall global engagement and delivery approach. Effectively leading the team to deliver against high CSAT and positive outcomes for our customers, is a top priority.

Responsibilities:

Own all facets of the day-to-day management of the Data Cloud Onboarding Guides team including:

• Recruiting, hiring, training and career development of the Data Cloud Onboarding Guides

• Mentoring and developing Data Cloud Onboarding Guides to drive high quality Success Program deliveries that lead to successful customer business outcomes.

• Achieve or exceed monthly/quarterly/yearly business targets, providing management with an accurate forecast and risk analysis of deliveries and metrics.

• Develop the individuals on the team through call‐shadowing, as well as ongoing 1:1 coaching.

• Report on Data Cloud Onboarding Guide activities for your Region and deliver feedback on health/risk of engaged customers, weekly scorecard and productivity metrics to senior management.

• Work with senior management to support optimal capacity planning and resource allocation.

• Serve as a point of escalation for Data Cloud Onboarding specific to your region

• Work cross functionally to share best practices and ensure consistency and scalability

• Maintain deep understanding of the Salesforce’s platform and coach your team to speak with customers about the most relevant features/functionality for their specific business needs

Skills Required:

• Minimum 3 years previous people management experience

• Experience in Data Cloud an advantage.

• Strong business acumen, demonstrating ability to work to the best industry standards and ensure that the Salesforce solution is aligned to the customers’ business objectives

• Proven, successful track record of working with C-suite executives and other business decision makers

• Relevant experience into Customer Success/Program Management/Account Management

• Experience working with senior level executives

• Considerable interpersonal skills, including the ability to establish and maintain effective working relationships with others.

• Strong analytical skills with the ability to oversee and manage the regional Data Cloud Onboarding Guide team’s Business Metrics, productivity and outcomes leveraging the salesforce platform.

• Self-directed, has the ability to prioritize, multi-task and perform effectively under pressure.

• Strong verbal and written communication skills, as well as excellent presentation skills.

• Passion for creating a great team spirit

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 $126,600 to $174,200.

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.