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Job Category Customer Success Group
Success Cloud Adoption & Growth is a Global team who works in concert with our cross-functional partners across Salesforce to provide ALL our customers with a seamless personalized success experience built to deliver results, reduce time to value, help customers maximize their Salesforce investment and secure the renewal. We drive innovation as ONE CSG by listening to our customers, leveraging data-driven insights and building best in class success programs.Role Description
This role is focused on the strategy of our digital web based channels and assists in the development and execution of key elements in our Digital Success Experience. They collaborate across functions and build relationships with other Customer Success and Marketing teams to deliver moments that matter at each stage of the customer lifecycle and measurable business impact via customer adoption and loyalty. They assist in the development of data-driven customer experience strategy and execution of success programs in creative and effective ways at each lifecycle stage. They specialize in one or more areas of Campaigns, Events, Webinars, Community, Social Media, Content, Product Marketing or Marketing Operations and Analytics. Key Accountabilities (Impact)
The Customer Adoption Manager is primarily responsible for:
- Leading the development of key components of Marketing and Adoption Channel Strategy
- Help create and own the overarching strategy and ensures alignment
- Conducts and reports on data analysis
- Makes recommendations based on data insights
- Works cross-functionally and aligns with senior stakeholders
- Understands and can apply the CSG narrative and Salesforce Marketing corporate guidelines and best practices
- Executing elements of Marketing and Adoption Plans
- Execute multi-channel campaign strategies with cross-functional team engagement
- Leads the delivery of customer Events, Webinars, Trailblazer Communities, and/or Campaign-related activities
- Identifies target audiences and authors draft communications
- Drafts creative briefs and coordinates with creative teams and/or agencies
- Enables internal teams to expand the reach and effectiveness of activities
- Tracking and Measuring Results and Impacts of Activities
- Ensures that activities they coordinate or oversee are correctly recorded and updated
- Builds and monitors basic reporting and dashboards within Salesforce
- Project manages and provides status reporting
- Bachelor's degree essential
- 5+ years of Marketing, Event Management, Program/Project Management and/or Customer Success experience
- Passionate about Customer Success
- Proactive, organized, and detail-oriented with excellent Project Management skills and the ability to effectively move projects forward
- Demonstrated success working on complex marketing and/or adoption plans, requiring both strong collaboration and relationship-building skills, and the ability to work independently
- Able to oversee a cross-functional team
- Excellent interpersonal skills and a demonstrated ability to communicate effectively at all levels of the organization
- Demonstrates good judgment and decision-making
- Creative problem-solver who enjoys working in an ever-changing environment
- Strong presentation development skills (storytelling/design)
- Knowledge of salesforce.com product and platform features, capabilities, and best use
- Salesforce Certifications preferred
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