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Salesforce.com, Inc Sr. Manager, Insights - Customer Success Operations 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

Sales

Job Details

As a key leader in the MuleSoft Customer Success (CS) Operations team, you’ll be responsible for the growth and maturity of our insights practice. You’ll partner with CS leadership and critical collaborators across the globe to define and deliver measures that matter and actionable insights that enable ease, speed & accuracy for decision-making. In this role, you will expand & lead a global team of experienced data analysts maturing our practice from descriptive/diagnostic to predictive/prescriptive and ultimately cognitive.

KEY RESPONSIBILITIES:

  • Lead and grow a globally diverse team of data-minded analysts specializing in insights related to the post-sales onboard, use, expand & grow customer journey

  • In partnership with critical collaborators and core leadership, design & deliver a balanced scorecard to support our accountability model and insights to scale the business

  • Design & deliver algorithms and simulations used to prepare Customer Success targets and workforce plans aligned to the annual Financial Plan of Record.

  • Influence & add to the evolution of the Enterprise Data Strategy & Governance framework as the Customer Success data trustee

  • Design an operating model for collaboration cross-functionally and cross-organizationally in service to maturing insights as a competency for scaling the business.

  • Oversee the prioritization and delivery of business intelligence solutions to meet the demands of the Customer Success organization

  • Collaborate to influence the Data and Business Intelligence technology ecosystem as an early adopter

  • Explore industry pioneering technologies, practices & frameworks as opportunities to drive ease & adoption of insight solutions.

MINIMUM QUALIFICATIONS:

  • 3-yrs experience as a successful team lead or people manager

  • Ability & passion for developing top-talent through coaching, mentoring & inspiration

  • Strength in building virtual and in-person relationships across functions and organizations

  • Strong understanding of business performance management methods & practice

  • Prior experience using data prep, cleanse and transformation tools for shaping data

  • 3-yrs experience as a Tableau designer

  • Prior experience designing, developing & successfully delivering practical insight solutions

  • Excellent written and verbal communication with all levels of the organization

  • Ability to balance to multiple priorities while setting clear expectations on commitments

PREFERRED QUALIFICATIONS:

  • Bachelor's degree in Data Science, Marketing, Economics, Finance or other Mathematical disciplines.

  • Experience working in Customer Success (post-sales onboarding, use, expand & renew) functions

  • Experience with SaaS business models

About MuleSoft, a Salesforce Company

MuleSoft is an explosive-growth, well-funded company on a mission to connect the world’s applications, data, and devices. $593B is spent each year connecting applications, data and devices, and the challenge is growing dramatically with the explosion of cloud, big data, mobile and the Internet of Things. We’re “productizing” integration -- making it as easy to connect systems and companies as it is with friends on Facebook. Our platform is used by organizations in over 60 countries, from emerging companies to Global 500 enterprises including Mastercard, Unilever, Tesla, Intuit, BSkyB, and Verizon among others. We’re building a great company filled with outstanding people who challenge and inspire each other. MuleSoft is recognized as a Deloitte Technology Fast 500 company and Best Place to Work by Glassdoor.

About Salesforce

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 innovative 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” seven years in a row and #1 on the FORTUNE ‘100 Best Companies to Work For®’ List. 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.

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.

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.

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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