Program/Project Management Senior Lead

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Position Description
For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled experts, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

The Programs & Strategy team works within Account Success to drive operational rigor in how we own the business and also to support various special projects and efforts to change and grow the business.

Strategy & Operations Senior Manager
A blend of strategy and operational execution, the Strategy & Operations Senior Manager partners with senior Account Success leaders as a trusted advisor, passionate about optimizing the customer's Signature experience and understanding key trends in our Premier space. This is a high-impact role, with constantly evolving priorities and demands, requiring cross-functional alignment and a collaborative approach.

This role supports ongoing exploration of trends in the Signature business tied to our delivery KPI's, driving new programs through data driven analysis, FY planning, and monthly and quarterly Sales Leader reviews, using data to uncover insights and help Account Success leaders make strategic recommendations to their Sales Partners.

We're looking for highly hardworking candidates who have steadfast curiosity, attention to detail, willingness to lead multiple priorities, and ability to deal with ambiguity effectively. This is an individual contributor role reporting to the Senior Director, Account Success Programs & Strategy

Responsibilities

• Partner with Account Success Leadership team members to perform ad-hoc analyses across multiple data sets and tools (examples of analyses include analysis of Signature results and Customer Health Score, assessment of Premier engagements and Product Adoption impact) and interpret key performance metrics to deliver insights and recommendations to leadership.

• Evaluate ongoing business performance against Targets; identifying areas of growth and opportunity

• Collaborate cross-functionally with the Account Success Technology team & CSG Business Intelligence team to ensure successful data analysis is transformed into data sets and Tableau dashboards to provide broad 'run the business' support across the Account Success team.

• Build executive-level presentations for global leadership reviews and support quarterly business reviews.

• Support GTM planning process in partnership with the Account Success Strategy & Programs teams and the CSG Business Intelligence team.

Requirements:

• Excellent presentation and executive engagement skills.

• Self-starter and high degree of motivation to go above and beyond the task at hand and succeed in a collaborative, fast-paced environment.

• Outstanding written and verbal communication skills, with the ability to craft compelling stories for diverse audiences to communicate strategy.

• Strong business acumen and stakeholder management.

• Proven track record to structure and transition sophisticated problems to solutions.

• Customer Success Strategy Experience or 10+ years of professional experience, ideally in consulting or sales strategy/business operations roles.

• Experience with Business Analysis, Data Visualization and Marketing Analytics, as well as the ability to translate sophisticated information into easily consumable insights.

• Solid understanding of Org62, Tableau, Snowflake, SQL and Data Cloud

• Flexible schedule, the ability to work with our global Account Success teams in different time zones.

• Ability to travel on a quarterly basis.

Desired Skills/Experience:

• Fortune 100 management or strong understanding of Customer Success.

• Knowledge of Salesforce product and platform features, capabilities, and best use.

• Experience with an enterprise CRM or customer service application.

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