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Job Category
Operations
Job Details
The Customer Success Planning and Operations team is responsible for creating Customer Success business priorities, long-range and in-year plans, performance management, key corporate initiatives, and producing insights to enable customer value and achieve business goals. The planning function impacts thousands of Customer Success employees globally and will give you exposure to learn from and influence business leaders across Salesforce. You will gain experience on how an enterprise software company segments customers and plans for capacity. You will also learn to create persuasive presentations to sell ideas to key decision-makers and become an expert on the Salesforce platform. This is an opportunity to have direct interaction with leadership, influence decisions, and execute high-impact projects, which ultimately helps drive growth and scale in our multi-billion dollar business.
We are seeking a high-impact Individual contributor to serve as the critical nexus for our planning function who can work cross-functionally to help drive decisions around our go-to-market strategy and build plans aligned with strategy and KPI teams. As the Planning & Operations Manager you will also be expected to synthesize disparate work streams into a unified enterprise narrative, acting as the primary bridge between technical resource models and executive strategy to drive informed decision-making across Customer Success.
Success in the position requires a combination of strategic thinking, creative problem-solving abilities, effective communication and consulting skills, strong business acumen, and technical analysis skills. The ability to effectively manage multiple projects and priorities moving at the same time will be critical in this role. You will be joining a world-class team with exceptionally bright peers, and a management team that will coach you and give you opportunities to help grow your skills and your career. The ideal candidate will be 1) analytical with a grasp of financial and business metrics, 2) a strategic thinker with a beginner's mind who can define new measures and models for digital labor, 3) a connector and team player who will partner effectively with Customer Success executives, Finance, employee success, offer management, M&A, and strategy.
Responsibilities include:
- Build demand and capacity models aligned to our annual obligations and investment areas
- Ingest current and future business efficiency and inform next year planning strategy via what-if scenario builds
- Creating narratives, readouts, and insights on demand and capacity trends and plans
- Refining the logic for demand forecasts ensuring interconnected drivers and continued alignment with changing priorities
- Be the primary business partner for senior leadership in delivery, operations, and Finance
- Collaborate with the broader team to run planning cycles including annual plan, outlook updates, and long range planning
- Manage difficult conversations on capacity and budget tradeoffs/negotiations across senior leadership
Desired Skills and Experience:
- 5-7 years of experience in business planning and operations functions (financial or resource planning, management consulting, strategy/operations or equivalent corporate function)
- Analytical thinker and comfortable with building financial models
- Demonstrable strategic thinking and problem solving ability along with experience in business partnering, communication, and influencing
- Exhibit data analysis and insight generation skills to measure impact on initiatives and trends
- Comfortable dealing with ambiguity and ability to adapt to changes
- Excellent written and verbal communication skills and strong executive presence
- Experience partnering across cross-functional and matrix organizations
- Highly motivated, with a some of urgency and ability to deliver multiple tasks under pressure
- Team player who leads by example, focused elevating everyone around them
- Familiarity with modern business planning tools to drive efficiency and effectiveness in planning processes is an add-on
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