Salesforce.com, Inc VP, Digital Success Experience in Boston, Massachusetts
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Customer Success Group
The Global Success organization is dedicated to helping our customers realize value from their investment with Salesforce, working in concert with our partners across the Customer Success Group (CSG) and Salesforce. The VP of Digital Success Experience is a senior leadership role focused on one of the most strategic initiatives for the Global Success organization. This role leads ideation and delivery of digital-first transformational success experiences for Salesforce customers as well as internal Success teams, across a diverse set of channels and digital properties. These experiences drive successful product on-boarding and adoption, accelerate our customers’ time to value and scale our reach.
The ideal candidate has a track record of envisioning and growing innovative content-based digital experiences; is customer success obsessed - actively partnering with internal and external customers to understand their stated and unstated objectives; is highly strategic and laser-focused on shaping pragmatic solutions that drive tangible impact for the customers; and is highly collaborative, quick to build trust with stakeholders and peers, and able to align with relevant initiatives across the Salesforce ecosystem.
Cultivate a high performing team of digital business architects and experience designers
Establish a shared vision and strategy for an omnichannel digital customer success experience
Align on vision with Success Field teams, Marketing, Support, Product, IT and Operations
Lead the team through ideation, roadmap creation, and launch of innovative digital success experiences
Optimize digital experiences to drive retention, and accelerate adoption and customer value
Define and analyze metrics that measure the success of digital experiences in meeting the above objectives
Oversee delivery of digital solutions and experiences together with our technology partners
Partner with data teams for controlled experimentation, advanced analysis
Drive decision-making and collaboration with key partner teams
Continuously optimize and grow the engagement of internal and external customers with digital success channels
Be vigilant about elevating the customer experience, and making it easy for our customers
Integrate primary research and market analysis into designing impactful digital experiences
15+ years of experience in product management/digital transformation/digital experience or similar roles
Exceptional interpersonal, communications, and presentation skills with the ability to foster honest dialog
Experience engaging, influencing, and communicating with senior executives
Results-oriented with a history of overseeing multiple complex projects simultaneously
Demonstrated success in building trust and working effectively with cross-functional teams
Data-driven, and demonstrated leadership in using data and AI to drive relevant digital experiences
Team management experience - both direct and matrixed
Experience in Content-based digital experiences and digital marketing/adoption marketing
Understanding of SaaS-based business models
Deeply understand the customer lifecycle and role of the Customer Success function
Strong history of partnership with technical teams to deliver impactful digital experiences
Experience envisioning and delivering on B2C digital experiences is a plus
Salesforce technology experience - Sales Cloud, Marketing Cloud, Experience Cloud - is preferred
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