Salesforce.com, Inc Customer Adoption Manager in Indianapolis, Indiana
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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.
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 at http://salesforce.com/ product and platform features, capabilities, and best use
Salesforce Certifications preferred
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