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Job Category

Operations

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.

Salesforce’s Customer Success Strategy & Operations team is seeking a Senior Analyst who has exceptional critical thinking, analytical and problem solving skills. We are looking for a proactive self-starter to roll up their sleeves and collaborate closely with a variety of different stakeholders. The Senior Analyst is accountable for building the strategy and operations for our rapidly growing customer success organization (insights reporting, analytics, strategy support, etc.); evaluating and refining alignment of resources to optimize coverage of our customer base; and supporting critical initiatives with analytical and strategic support. The ideal candidate will demonstrate strong communication skills and have the ability to perform professionally in a challenging and fast-paced environment. This individual will interact daily with global Customer Success leadership, Sales, Renewals and Professional Services in nurturing and growth of our customer base.

The Customer Success Strategy & Operations team at Salesforce is responsible for supporting all operational aspects of the Customer Success organization. Salesforce has a positive, diverse, and encouraging culture—we look for people who are curious, inventive, and work to be a little better every single day. In our work together we aim to be smart, humble, hardworking and, above all, collaborative.

What you will be doing:

• Develop, measure, and maintain analytical excellence for global customer success teams including Key Performance Indicators (KPI)

• Produce weekly, monthly, and quarterly reporting as required

• Identify strategic cross-functional programs that help increase customer success effectiveness and value

• Drive program execution including program design, stakeholder alignment, success measurement and leadership readouts 

• Provide Customer Success Leadership with key customer success initiatives (e.g., process improvements, new systems, CSM productivity, etc.)

What you should have

• Degree or equivalent relevant experience required. Experience will be evaluated based on theValues & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

• 5+ years proven track record in high growth SaaS tech companies, working in GTM functions or similar

• Preferred experience with reporting and analytics tools: Salesforce, Tableau, Google Sheets and SQL

• Cross-functional leadership, program management & ability to craft executive presentations 

• Preferred experience in a high growth technology company; SaaS experience preferred

• Preferred experience in strategy consulting or finance

• Preferred solid understanding of GTM functions (Sales, Marketing, Customer Success)  in a SaaS tech company 

• Self-motivated, proactive teammate with innovative ideas to inspire customer retention and adoption of our products

• Strong interpersonal skills and experience building strong internal and external relationships

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.

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 $109,200 to $150,200.

For Washington-based roles, the base salary hiring range for this position is $100,100 to $137,600.

For California-based roles, the base salary hiring range for this position is $109,200 to $150,200.

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.