Sr. Principal, Customer Journey Program Manager

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Job Category

Program & Project Management

Job Details

Who We Are

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.

Role Description

Slack's Customer Success team advises and guides a wide variety of customers, ensuring they launch Slack successfully, adopt it widely and are continually driving business value.

Customer Journeys are the orchestration mesh that brings all the capabilities of Customer Success to our customers along their journey in a smarter, more innovative way at the right time. We will build a strong foundation for scale and impact to drive responsible growth.

In this role, you will be responsible for the end-to-end customer journey strategy that blends the best of proven approaches with new, innovative methods. The overarching objective is to ensure that every Slack customer receives defined, value driven outcomes at each stage of their journey.

Your Impact

• Define a holistic customer journey, beginning in the pre-sales stage, to better understand our current customer success motion and conduct a comprehensive gap analysis to identify areas for optimization
• Engage with enablement partners on training & change management efforts when implementing new frameworks in the field to drive adoption
• Develop a vision and strategy for our long-term customer journey across the global success organization to improve time to value, product adoption, retention, expansion and de-risking the business
• Influence & collaborate with cross-functional stakeholders involved in journey optimization efforts to drive seamless orchestration
• Develop an innovation framework to support strategic experimentation
• Stay abreast of industry trends and best practices related to customer journey optimization and leverage this knowledge to drive innovation and improvement
• Fine tune the balance of digital-led and people-led experiences to support reaching scale, with a focus on leveraging intelligent signals to power proactive engagement
• Amplify the adoption and impact of our 1:many resources and programs through effective journey mapping to deepen our digital customer success maturity
• Measure the impact of the programs and engagements across the customer journey to continuously optimize the customer lifecycle and uplevel our practice
• Solicit and leverage customer insights to inform the journey strategy

Preferred Requirements

• Demonstrated experience in planning, implementing, and managing change initiatives in enterprise environments
• Experience with Salesforce technologies and collaborating with Salesforce’s Customer Success Group
• Demonstrated success advising on customer success best practices, thought leadership & large scale tooling implementations, such as Gainsight, Catalyst, Totango, etc.
• Experience working with customers of various sizes, including small, medium, and large enterprises and the ability to adapt Customer Success methodologies to suit the requirements of different customer segments
• Industry acumen aligned to Salesforce and Slack's go-to-market strategy: Public Sector, Financial Services, Healthcare, Communications, Telco, Media, Consumer, Retail, Manufacturing, etc.
• Experience mapping and managing customer journeys, incorporating data driven automation and digital 1:many approaches
• 10+ years of experience and strong business acumen in the areas of Customer Success, Renewals, & Business Development in the SaaS space
• Proven track record working with all Customer Success functions and supporting divisions within an enterprise software ecosystem

Self-starter, detailed-oriented, & capable of working in fast-paced, dynamic startup environment as well as navigating a large enterprise organization with cross-functional dependencies

• Passion for innovation, keeping up with industry trends, and the ability to bring new ideas to the table
• Collaborative mindset with the ability to work effectively with cross-functional teams and executive stakeholders

Our Investment In You

• Sandler Sales Training
• Week-long product bootcamp
• Fast Ramp mentorship program
• 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
• World-class enablement and on-demand training - check out Trailhead.com for a sneak peek!

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 Salesforce and explore our benefits.

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. 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.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

Salesforce welcomes all.

More details about our company benefits can be found at the following link: https://www.getsalesforcebenefits.com/

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 $159,900 to $219,900.

For Colorado-based roles, the base salary hiring range for this position is $133,300 to $183,300.

For California-based roles, the base salary hiring range for this position is $159,900 to $219,900.

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.