Technology Success Manager, Mozilla
$102.2-114.9k
Target salary offer - $105,435
Junior and Mid level
Remote from US
Internet software for people, not profit
Job no longer available
Internet software for people, not profit
1001+ employees
B2CEnterpriseInternal toolsPrivacySaaS
Job no longer available
$102.2-114.9k
Target salary offer - $105,435
Junior and Mid level
Remote from US
1001+ employees
B2CEnterpriseInternal toolsPrivacySaaS
Company mission
To ensure the internet remains open and accessible.
Role
Who you are
- 2 -3 years of Salesforce-related customer success, business analysis or consulting experience preferred but related experience will be considered
- Previous experience managing employees and/or providing functional guidance
- Salesforce Certified Administrator credential. Experience working with Salesforce’s Nonprofit Success Pack (NPSP) is a plus
- Familiarity with 3rd party Salesforce applications and tools
- Experience implementing Salesforce configuration changes in areas such as Flow, fields, page layouts, record types, dashboards and reports
- Experience with developing training and user documentation for onboarding and utilization
- Familiarity with technologies such as Airtable, Form Assembly, Campaign Monitor is a plus
Desirable
- Good communication, relationship-building skills and a customer-first approach
- Strong leadership, relationship management and interpersonal skills
- Ability to meet deadlines, and handle and prioritize multiple simultaneous requests, maintaining a professional and courteous attitude
- Ability to independently apply critical thinking and problem solving skills to develop solutions to business needs
- Strong organizational skills, excellent judgment and decision making skills
- Strong interest in continuing to expand knowledge and skills in the Salesforce ecosystem
- Ability to provide instruction to audiences of varying technical ability
- Comfortable working in a small, collaborative team environment
- Energy and passion for the mission of the organization
- Focus on making it work – we are looking for team members who are open-minded, who can look at problems from multiple angles, and who have an appetite and patience for getting it right, revisiting, and constantly improving
What the job involves
- The Success Manager plays an integral role within the CRM team, as a trusted advisor to our users and internal partners
- Collaborating with the Senior Manager, CRM, the Technology Success Manager is directly responsible for developing and maintaining long-term success of our partners with the Salesforce platform and integrated tools
- This position is responsible for translating business needs into requirements, and following requests through development, testing and resolution
- The Technology Success Manager plays a key role in driving growth, satisfaction and retention of Mozilla Foundation’s internal Salesforce user base and other tools administered by the Technology Platforms team
- This role also manages the Salesforce Administrator role
- Develop and manage positive and productive working relationships with a portfolio of internal and external partners, leaders and influential voices in the field including consulting partners and vendors
- Find opportunities and develop plans to increase value for partners within Salesforce and our integrated suite of tools
- Manage implementation of multiple work streams to achieve team goals for organization-wide engagement and value creation
- Onboard new and existing staff to Salesforce CRM and other technologies and tools
- Develop work plans for partner onboarding and engagement and contribute to broad CRM team plans; manage implementation of multiple work plans to deliver on expectations for stakeholder engagement and more broadly for the CRM team
- Develop, manage and roll out user training and onboarding strategy and project plan for CRM and related tools
- Create and update training materials and documentation to support, coach and partner with users across the organization
- Conduct training with partners as needed; support training held by other CRM team members to ensure consistency and alignment with partner needs
- Lead the development and management of internal channels for ongoing platform advocacy and knowledge sharing for users
- Identify and share new release features relevant to business needs to ensure continuous improvement and maximum benefit for users
- Lead the implementation of work within the CRM team and with an external Salesforce partner, removing roadblocks and calibrating team assignments to move work forward
- Responsible for intake, scoping and triage of CRM-related requests; translate business needs from partners into thorough and handoff-ready requirements
- Oversee testing and quality assurance for new features, enhancements and fixes
- Serve as a backup for Setup menu configuration and troubleshooting
- Serve as a backup administrator for Salesforce and related tools to provide user access and configuration
- Lead, motivate and support direct report - Salesforce Administrator, to meet objectives and overcome challenges
- Act as a guide and mentor; assign and delegate tasks; enable day to day work; provide feedback and guidance for professional development
Our take
Mozilla develops a range of free and open-source software, with its most familiar product being Firefox. Operated with a mission-driven, not0for-profit ethos, Mozilla champions online privacy, open standards and user-choice.
Beyond Firefox, Mozilla has focused on privacy forward offerings such as Mozilla VPN, which allows users to browse securely without being tracked. The company has also streamlined its product portfolio to concentrate on initiatives that align closely with its core mission, ensuring resources are dedicated to improving user experiences while fostering safer, more open digital environments.
Alongside this, its impact extends into the developer and tech community, having played a pivotal role in the creation of Rust, a systems programming language celebrated for its speed and efficiency. With a loyal user base, ongoing innovation, and a clear commitment to privacy and open-source principles, Mozilla remains an influential player in the technology landscape.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Led by a woman
12% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Apr 2018
$1.2m
GRANT
Jan 2005
$0.3m
ANGEL
Total funding: $3.5m
Company benefits
- Health and wellness: Mozilla covers medical, dental and vision plan premiums at 100% for U.S. and Canadian employees. Our offerings give you the options you need to manage your health — and your family’s — the way you want.
- Mental health: Mental health is as important as our physical health. That’s why Mozilla’s health benefits include therapy and coaching sessions to make sure our people have access to the care they need.
- Time away: With all of life’s demands, time away from work to disconnect and recharge is essential. In addition to country-specific holidays (12 in the U.S. and Canada), vacation and sick time start accruing right away (specifics vary by country). Everyone also takes a pause together on quarterly all-company wellness days, plus you get to celebrate the most personal holiday of all: your birthday.
- Parental leave: While Mozilla’s parental leave policies vary globally, our U.S. and Canadian-based employees can look forward to 26 weeks of paid leave for childbearing parents and 12 weeks of paid leave for non-childbearing parents.
- Financial: Mozilla is a private company, so our compensation isn’t tied to stock options or equity plans. Instead, we offer generous, performance-based bonus plans to all regular employees to underscore that we share in our success as one team. As for retirement savings for US and Canadian employees, Mozilla contributes a percentage of your eligible base salary each year to the 401(k) Plan/RRSP (regardless of whether you contribute or not), with 100% vesting.
- Learning and development: We’re big believers in learning by doing, and we also want to invest in your education and development beyond your role. Every employee is eligible for an annual professional development budget. Mozillians can put it toward technical or management training, certifications, conferences and more.
- Help when you need it: Life is full of surprises; that’s why it’s important to be prepared. Mozilla provides Life/AD&D and Short and Long Term Disability insurance (offerings may vary by locale) to ensure that you and your family will have a safety net in place should you ever need it.
- Plus a bit more: A few other benefits include a quarterly wellbeing stipend (to use on those things just for you), an employee referral bonus, internet reimbursement if you’re remote, and a budget for office essentials to make working remotely ergonomically comfortable.
Company HQ
Rincon Hill, San Francisco, CA
Leadership
Laura Chambers
(CEO)Alongside serving as the CEO at Mozilla, Laura is an Executive Fellow at Harvard Business School. Previously, she was the CEO and PResident at Willow Innovation, Director at Patelco Credit Union, and General Manager of Core Hosts & Community at Airbnb.
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