Massachusetts Creative Jobs

MassHire Job Quest Logo

Job Information

Salesforce.com, Inc VP, Digital Success Experience 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 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.

Responsibilities

  • 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

Qualifications

  • 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

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.

DirectEmployers