Accounts Success Operations Manager

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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.

Our Signature Success Plan offers customers the highest value from Salesforce with top-tier support and expertise. It provides deep partnership, skilled expertise, and agility tools. The Process & Tools team within Account Success ensures operational excellence and supports special projects to drive business growth. The Account Success Operations Manager role will define, build, and drive process innovation and enhancement initiatives across Salesforce's global Account Success Team, fostering a seamless, world-class experience for high-profile customers.

Reporting to the Director of Account Success Process & Tools, the Operations Manager will execute key V2MOM initiatives, including both run-the-business and change-the-business activities.

The ideal candidate is an organized team player with a proven track record in implementing strategic, cross-functional programs. They excel in driving change with new technology, processes, and models, and are passionate about delivering world-class experiences. They possess a strong executive presence, urgency, and the ability to influence cross-functional stakeholders for customer-centric initiatives.

Primary Responsibilities:

--Define and build processes used by field teams to deliver our Success Plan offerings
--Identify and improve areas for efficiency, cost reduction, and customer experience enhancement.
--Evaluate and recommend tools and technologies to boost operational efficiency and decision-making
--Use data analytics to derive actionable insights
--Implement changes to processes and tools effectively, ensuring that employees are trained and adapt smoothly to new workflows and technologies.
--Implement process and tool changes, ensuring smooth employee adaptation.
--Continuously monitor and refine processes, tools, and data practices.
--Foster collaboration across teams, regions, and products for unified processes that meet requirements and scale for growth.
--Build alignment and trust with key executives and stakeholders.
--Uphold Salesforce values: Trust, Customer Success, Innovation, and Equality

Required Skills/Experience:

--Bachelor's degree or equivalent experience
--Action-oriented with strong organizational, analytical, and problem-solving skills
--Comfortable with ambiguity and ability to apply creative problem-solving skills
--Passion for delivering outstanding customer experience
--Ability to collaborate cross-functionally on a global scale
--Demonstrated ability to motivate, influence, and gain commitment at all levels of the organization
--Proven ability to develop and manage complex processes and drive continuous process improvement
--Dependable, motivated, self-starter with the ability to work independently
--Strong technical aptitude and interest in learning Salesforce applications and solutions
--Experience writing process documentation (SOPs, Playbooks, Guides, Job Aids)
--Excellent written and verbal communication skills, including sound judgment about, when, how, what, and to whom to communicate. Inform, educate, and inspire employees
--Strong presentation skills - including building effective google slide presentations for executive audiences

Other Skills/Preferred Requirements
--PMP, Certified Scrum Master, and/or PRINCE2 certifications are a plus
--Salesforce product experience/certifications are a plus
--Knowledge of Artificial Intelligence applications is a plus

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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.

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