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