About the position
We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place. The Customer Success (CS) Success Plan product management organization is responsible for managing Salesforce's Customer Success Plan offer portfolio (Standard, Premier, and Signature Success Plans) with which we enable our customers to realize value from their Salesforce technology investments. We work backward from the customer to address their needs across all customer segments (Small Business, Commercial, and Enterprise) and across all Salesforce products. The team is the "voice of the customer and market" to the rest of the CS organization and we work across all functions within CS and the Salesforce product organizations to continuously enhance the customer value and experience delivered by the Success Plans offer portfolio. The Salesforce Success Plans proactively sets up customers to be successful by ensuring that customers have the right skills, information, insights, and access to expertise. We are seeking an experienced Product Manager to join our Customer Success product management team to help us bring our latest and greatest innovations in the Success Plans offer portfolio to our acquisitions.
Responsibilities
- Demonstrate thought-leadership via the offer strategy & vision for our acquisitions
- Quickly become an expert in our acquired companies, products, existing support/success portfolio and GTM so you can build comprehensive proposals for launch of Success Plans for these acquisitions
- Collaborate with key stakeholders across Salesforce GTM, M&A, Corp Dev, finance, product/engineering and CS organizations in developing the Success Plans business case for Salesforce's acquisitions
- Conduct customer and stakeholder research, develop offer POV which includes establishing relevance of Success Plans for the acquisition, rationalization of feature set, and willingness to pay
- Deliver business case with detailed financial modeling (resource costs, investment vs monetization, margins) and transition plan for launching Success Plans
- Create outputs in the form of thorough and concise slide decks to secure cross-functional senior leadership alignment on recommendations
Requirements
- Must be customer-obsessed, curious, and empathic, with a strong sense of ownership and accountability
- Self-organized and have the ability to initiate tasks independently and see them through to completion
- 10+ years of Management consulting experience in GTM, M&A, post-sales transformation, or new product/services introduction
- Ability to systematically break down complex problems, document POVs and drive decisions based on data, facts, and logical reasoning
- Ability to create work product-focused materials and outputs, which will include slide decks, financial models, or other written deliverables
- Effective communicator across all levels of the organization, including driving discussions with senior executives
- Demonstrated ability to lead a high-performing cross-functional team without direct managerial responsibilities
Nice-to-haves
- Experience in Salesforce products and technologies
- M.B.A.
- Prior product management experience in SaaS, public cloud, or Large Enterprise B2B software
- Experience in Support, Success, or Services product management
Benefits
- Extraordinary enablement and on-demand training - check out Trailhead.com for a sneak peek
- Exposure to executive leaders with vision with a passion for living our value
- Access to leadership development programs
- Volunteer Opportunities
