Digital Success Programs Manager - Chicago, United States - Salesforce

Description

Role Description

As a key member of our growing Digital Success team, you will have a phenomenal opportunity to build next generation digital programs that improve customer time to value and improve the customer experience.

You will utilize bots, in-app messaging, emails, webinars, online content, and more to guide our paid customers through critical moments in their customer journey and ensure they successfully adopt and get the most value from Slack.

You will drive alignment with our Customer Success teams to increase internal adoption of our programs and improve employee productivity.

The ideal candidate is a builder that enjoys solving problems with an innovative approach, defining and leading strategy across a matrixed organization with strong cross-functional working relationships, and owning the creation and implementation of digital programs.

Your Impact

Build the Business
Contribute to the vision and roadmap for the cohesive customer journey and experience for all of Slack's 200k+ paying customers, including those that are are assigned Success Guides, and Success Managers

Matrix-lead resources across different job functions (Success Managers, Success Guides, Programs, Value Realization, Strategy and Operations, Services) through the ideation, scoping, and and launch of innovative digital success experiences

Build targeted digital campaigns, processes, and tools to effectively launch, adopt, and expand Slack usage across various customer segments, industries and personas

Collaborate with R&D, Marketing, and Release Readiness to develop digital programs that drive viral adoption of our new product innovations

Collaborate with Salesforce Digital Customer Success to identify leverage points

Run the Business
Measure and communicate the attribution, impact and value that our Digital Success offerings are having to leadership within both Slack and Salesforce

Leverage data and analytics to develop, lead, and measure results for GTM sales and adoption-related initiatives, programs, and campaigns

Optimize digital experiences to drive retention, and accelerate adoption and customer value

Partner with data teams for controlled experimentation, advanced analysis

Minimum requirements
5+ years of experience in enterprise SaaS in a marketing or customer success role is a must

Experience leading cross-functional projects with many stakeholders and contributors across a matrixed organization

Experience developing B2B or B2C digital adoption, retention, or growth marketing programs or scaled customer outreach

Experience building and leading digital, 1:many and 1:few programs

Hands-on experience leading initiatives from start to finish to deliver measurable business results and execute against key performance indicators

Experience shaping and creating thought leadership, including go-to-market materials, points of view, white papers, blog posts, etc.

Experience using data to inform strategies, measure success, segment our customer base, and experiment to optimize performance; SQL experience is a plus

Understanding of SaaS-based business models

Slack user or has previous experience using Slack in a work environment

Salesforce technology experience - Sales Cloud, Marketing Cloud is a plus

Experience working with marketing operations teams or marketing automation tools is a plus

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