Job Description

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Job Category

Customer Success Group

Job Details

Success Cloud Adoption & Growth is a Global team who works in concert with our cross-functional partners across Salesforce to provide ALL our customers with a seamless digital first personalized success experience built to deliver results, reduce time to value, help customers maximize their Salesforce investment and secure the renewal. We drive innovation as ONE CSG by listening to our customers, leveraging data-driven insights and building best in class success programs. The Digital Success Experience Team within A&G develops digital first program strategies by persona, use case and product to drive self-service engagements that impact customer adoption and loyalty.

Role Description

The Director, Digital Success Experience is a recognized influential leader and an expert in leading a team of customer adoption analysts/managers in delivering digital first adoption programs.

They are innovative, promote new ideas, and have experience in building cross-functional collaboration and consensus. They demonstrate experience and knowledge of relevant customer trends, product changes, and emerging business/industry trends.

They develop data-driven customer experience strategy and assist with the development and execution of success programs in creative and effective ways at each lifecycle stage. They collaborate globally, across functions, and build executive relationships with other CSG, Sales and Marketing teams, as well as with external stakeholders, to deliver measurable adoption and engagement impact. They will have an eye towards optimization, including assessing the impact of their programs, documenting and implementing changes as needed in order to improve performance and adjust to changing business needs.
Key Accountabilities (Impact)

The Director, Digital Success Experience is primarily responsible for:

* Leads a product centric team of adoption marketers

* Leads team, driving long-term employee success with a focus on coaching, development, and building a high performance team

* Acts as an advisor to subordinates to meet schedules and/or resolve problems

* Manages subordinates through regular meetings and leadership coaching

* Manages performance, provides continuous feedback and assists with the professional development of their team members

* Drives process consistency and excellence to create a high performing team

* Trusted advisor to business and product stakeholders, ensuring that strategy and execution are aligned

* Ability to translate product and business needs into deliverable, scalable, digital-first programs for multi-stage, multi-channel adoption initiatives and help the team create and execute to plan

* Balance the day-to-day operations with an eye to also evaluating process and program improvements

* Work across multiple work streams with associated team members

* Provide detailed, accurate and timely updates on current activities to all stakeholders including executive leadership

* Conduct regular Business Reviews with business stakeholders, provide insights into campaign accuracy and effectiveness with ideas to improve and optimize.

* Oversee program strategy across channels including landing pages, websites, Force.com pages, emails etc. to ensure the delivery of a unified customer experience

* Consistently works with abstract ideas or situations across major functional areas of the business to identify and evaluate fundamental issues, providing strategy and direction

* Participates in corporate development of methods, techniques and evaluation criteria for projects, programs, and people

* Regularly interacts with senior management or executive levels on cross-functional matters and builds relationships at a global level, often requiring negotiation of extremely critical matters

* Tracking and Measuring Results, Budgets and Impacts of Activities

Basic Requirements

* Bachelor's degree essential, Masters degree preferred

* 10+ years of Marketing or Customer Success, working in complex, regulated industries, or combination of education and experience which would provide an equivalent background.

* Prior B2C or B2B or direct to consumer experience in digital is preferred in combination with communications or a marketing background.

* Experience in Salesforce Marketing Cloud/Commerce Cloud preferred

* Experience in marketing and e-commerce industry trends, best practices, regulations and compliance

* Experience in managing direct reports

* Demonstrated success leading complex marketing programs, requiring both strong collaboration and relationship-building skills, and the ability to delegate and negotiate interdepartmentally

* Proven track record in building, designing and innovating, customer experiences that impact business metrics

* Passionate about Customer Success

* Proactive, organized, and detail-oriented with excellent leadership skills and the ability to effectively move complex projects forward

* Excellent interpersonal skills and an expert-level ability to communicate effectively at all levels of the organization as well as externally

* Demonstrates independent judgment, ability to use available data insights to drive decision-making on critical projects

* Creative problem-solver who enjoys working in an ever-changing environment

* Expert presentation development skills (storytelling/design)

* Ability to analyze complex data; and apply learnings to solve problems and recommend next best actions.

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