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Salesforce.com, Inc Customer Success - Senior Analyst, Professional Services Offerings in Boston, Massachusetts

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success Group

Job Details

The ideal candidate for the Analyst, Professional Services Offerings knows how to get the job done. You will play a critical role in supporting the rhythm of the portfolio and offer lifecycle of the Salesforce Professional Services organization.

Salesforce is looking for a Senior Analyst, Professional Services Offerings to support its Professional Services team who partners with our Customers to accelerate their path to innovation and transformation by sharing learnings and best practices in key domains like customer experience strategy & design, architecture, and governance, or extending Customer teams with leading Salesforce experts and help our most strategic Customers to plan and build their Customer 360 vision.

The Senior Analyst, Professional Services Offerings is responsible for crafting Salesforce’s next-gen service offerings. They work in a fast-paced, evolving environment and use an iterative method and flexible approach to enable rapid delivery. They apply data analysis, service design disciplines and test-and-learn approaches. They develop rigorous feedback loops to continually gather and analyze Customer, Sales and Delivery team sentiment and offering effectiveness, which they use to inform new service offerings and evolve existing offers. They are prepared to adapt when a disruptive competitor challenges their strategy for differentiation, and they define a market not as a group of customers that buys a specific product, but as a segment of customers that has a common need.

At Salesforce, the Senior Analyst, Professional Services Offerings is accountable for the full life cycle of an offering, including validating the need in the marketplace; determining the business value case; and assessing the implications for enablement, marketing, sales, success and support. They have a mandate to work across business units and disciplines to harness the company’s full arsenal of talent and intellectual property. They leverage their knowledge of Salesforce, their industry experience and Customer insights to design and build the best service offering solution to a problem.

This position reports to the Senior Director, Global Professional Services Offer Management.

Responsibilities:

  • The ideal candidate will have a blend of business, technical, and design skills, and be able to collaborate effectively to deliver results and show impact. Past work shows mastery of many of the following:

  • Identifying new offerings, developing, executing, growing and maintaining new service offerings. Keeps the customer’s experience in the center of their decision making.

  • Gathering market feedback from customers and users, analysts, market reports and trends and be able to synthesize and identify unmet customer needs.

  • Leveraging industry expertise strategically to develop and deliver related offerings.

  • Using data and analytics for discovering opportunities, such as needs, trends, ideas, or design options, for new or advanced service offerings.

  • Designing and facilitating workshops and capability-building activities.

  • Developing and executing multi-year roadmaps.

  • Defining and managing success metrics.

  • Driving progress through effective, regular communication and accountability.

  • Partnering with Services, Sales, Delivery teams, and key Customers and partners to define transformational services offerings across industries.

  • Working collaboratively with Services, Legal, RevRec, Risk, Branding, Enablement and Product Marketing leaders to appropriately package capabilities into offering releases and ensure offering designs reflect business objectives.

  • Driving problem, market and service validation through interviews, workshops and research, confirming requirements are addressed by the delivered solution.

  • Coordinating with Offer Activation to ensure effective offer launch plans are built and executed

  • Supporting Offer Activation throughout the launch of an offer

  • Operationally team up with other operating units to drive consistency in offer strategy

  • Perform a range of assignments while continuing to build knowledge of the organization and skills to improve job functions

Qualifications

  • An ideal candidate would be adaptable, analytical, persuasive, empathetic and creative problem solver, who is exposed to, and is well versed in the business technology of cloud software.

  • 3-5 years of consulting, human-centered design practices and/or product management.

  • Deep experience in at least one practice area: experience design, design research, design thinking, service design.

  • Self-motivated decision maker, frequently taking initiative and recognizing opportunities.

  • Comfort with ambiguity and complex problems.

  • A passion for creating new methods and practices.

  • Evidence of strong communication and listening skills.

  • Executive presence and credibility

  • Successful track record of launching offerings in complex environments

  • The successful candidate must be a team player, supporting and promoting team accomplishments with a proven ability to drive change through influence and collaboration across a matrix organization in a highly fluid environment.

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s “World’s Most Innovative Company” five years in a row and one of Fortune’s “100 Best Companies to Work For” eight years in a row.

We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.

Salesforce's Customer Success Group is on a mission to help Customers achieve business goals faster and get the most out of Salesforce. Our proven methodology provides a sustainable approach to business growth, trusted experts to help Customers at every step of the way and meaningful insights to help put all aspects of our platform to work.

For Colorado-based roles: Minimum annual salary of $81,100. You may also be entitled to receive bonus, restricted stock units, and benefits.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form (https://careers.mail.salesforce.com/accommodations-request-form) .

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 (http://salesfore.com/) or Salesforce.org .

Salesforce welcomes all.

Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.

Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the “Most Admired Companies in the World” and one of the “100 Best Companies to Work For” eleven years in a row, and named “Innovator of the Decade” and one of the “World’s Most Innovative Companies” eight years in a row by Forbes.

There are those who choose to work with the best and brightest. And then, there are those who want to do more than just a job. They are the ones improving lives, not only their careers. Having an impact now instead of later. Doing something that’s so much bigger than themselves, an industry, and their company.

We believe everyone can be a Trailblazer. Join Salesforce and discover a future of new opportunities.

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