Support Service Cloud sales by assessing customer needs, shaping solution architectures, configuring tailored demos, resolving technical objections, and preparing proposals.
About this role
This senior operations role sits within the Customer Success operations team supporting Salesforce Success Plans, which provide customers with resources, guidance, and technical support. It contributes to organization-wide operational excellence rather than a single process, helping service-delivery teams improve outcomes against measures including satisfaction, product usage, churn, and service adoption.
It leads program and project management, including PM/PMO work on service and operations initiatives, change management, process optimization, and performance analysis. The role tracks KPIs, analyzes operational data, identifies issues, coordinates cross-functional stakeholders, and executes improvement plans.
Applicants must have at least three years of practical project or program management experience. They must be able to lead stakeholders, communicate with business leaders and global colleagues, understand business operations and processes, and apply strategic problem solving. Experience with IT-system implementation, data analysis, and reporting is also required.
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