Description

Position Description:

For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled experts, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

The Programs, Ops & Tech team operates within Account Success to ensure operational rigor in running the business while supporting various special projects aimed at driving growth and transformation.

• This Strategy & Programs Sr. Analyst/Lead role reports to the Director of Business Planning for Account Success and will run and oversee various business processes to help with quota issuance and resource allocation

• This involves supporting the go-for-growth (G4G) planning for Account Success and providing business process oversight and governance to related programs

• The role will be responsible for oversight and governance of the process to ensure user attributes are accurate, which will ensure accurate quota issuance

• Additionally, the role will also be involved in our headcount allocation process, providing analytics, data loading, and process improvement

• The position requires a blend of operational execution and program management, with an eye for detail and comfort with data

• Success will require close collaboration with leadership in Account Success, as well as collaboration across the Programs, Ops & Teach team, and across Salesforce

• This is a high-impact role, with evolving priorities and demands as our incentive strategy evolves with our business needs

• We’re looking for hardworking, driven candidates who have a strategic mindset on how to incentivize people to meet business needs, attention to detail, willingness to balance multiple priorities, creative problem solving abilities, the ability to influence leaders and peers cross functionally, and the ability to deal with ambiguity effectively

Responsibilities

• Become the business process and subject matter expert for the existing compensation strategy for Account Success

• Establish subject matter expertise for the headcount allocation process, the various compensation processes, and existing investment programs for Account Success investments

• Provide governance to business processes that impact quota issuance, headcount allocation, and other critical processes, using various tools to audit for data problems and ensure timely updates

• Build trusted relationships with key stakeholders across the business, including Business Intelligence, Strategy & Operations, and other teams

• Craft communications and enablement materials, and FAQs for key business processes and ensure information is disseminated effectively

• Evaluate business processes to streamline and leverage AI solutions to improve efficiency, data accuracy, and make recommendations to drive improvements

• Provide regular communications and updates to leadership on some key business processes, and incorporate any feedback and revise the processes, communications, and plan accordingly

• Understand the end to end business processes for quota issuance, headcount allocation, and other processes, and be able to advise leaders on downstream impacts so they can make informed decisions

• Contribute to executive-level presentations for global leadership reviews related to incentive strategy, headcount allocation, and Account Success investments

• Develop a deep understanding of the operational processes required to execute our strategy, and ensure the cross functional teams are aligned with execution against our objectives

• Have a watchful eye on alignment across key delivery teams, such as Sales and Renewals, and understand how our process needs are similar or different; make recommendations for improvement when possible

Requirements:

• Self-starter and high degree of motivation to go above and beyond the task at hand and succeed in a collaborative, fast-paced environment.

• Outstanding written and verbal communication skills, with the ability to craft compelling stories for diverse audiences to communicate strategy and business process details.

• Strong business acumen and stakeholder management.

• Able to work with large data sets, high level of proficiency in spreadsheets, able to audit data for anomalies and understand implications of data anomalies on real-world outcomes

• Proven track record of data governance or business process oversight

• Customer Success Strategy Experience or 3-5 years of professional experience, ideally in consulting or sales strategy, business operations, or revenue operations roles.

• Flexible schedule, the ability to work with our global Account Success teams in different time zones.

• Ability to travel on a quarterly basis if required

Desired Skills/Experience:

• Strong understanding of Customer Success

• Knowledge of Salesforce product and platform features, capabilities, and best use

• Experience with an enterprise CRM or customer service application