Vice President of Customer Experience and Program Management, Salesforce
$262.9-420.6k
World's leading CRM provider
Be an early applicant
World's leading CRM provider
1001+ employees
Be an early applicant
$262.9-420.6k
1001+ employees
Company mission
To empower companies to connect with their customers in a whole new way.
Role
Who you are
- If you’re excited to shape the future of internal customer engagements, we’d love to hear from you
- Builds Trust and Credibility: Proven experience building strong trusted relationships with business units and executives by showing the ability to set expectations and deliver to those expectations. Makes decisions based on the organization's values - actions are consistent with the company's core values
- Strategic Thinker: Ability to translate details into bigger picture implications driving the business forward, challenging the status quo
- Lead & Adapt to Change: Thrives in a changing, dynamic environment and can drive operational efficiencies that map to changing needs. Relishes leading even when times are tough and models the attributes of a GREAT leader. Salesforce Great Leader characteristics include being Salesforce Smart, ability to Get it Done, Win as a Team, Motivate and Champion, and being a Courageous Communicator
- Focus on Customer Success: Builds and maintains relationships with customers, business partners and dependent teams; shapes solutions that have significant positive impact on their business
- Talent Management: Has a passion for building great teams - proven ability to develop others who he significantly contributed to company success with a history of making good hiring decisions and developing a strong bench of successors. Champions talent beyond their own organization
- Innovate for Growth: Always thinking about how to make improvements; able to implement changes that map to business strategy. Stays abreast of cutting edge technology trends
- As a courageous leader, one must be able to take an unpopular stand if necessary for the betterment of our business. Must encourage a transparent and healthy debate while seeking the best alternative. This leader is looked to for direction in a crisis, faces adversity head on, and is energized by tough challenges
- 8-10 years of experience creating strategic roadmap(s) from conception to launch and working with cross-functional teams
- Experience interfacing with Senior Executives (across all functions e.g. C-Suite, Finance, Marketing, etc.) and Technology leadership
- Knowledge of and experience with Agile Methodologies
- Experience managing day-to-day technical and design direction
- Experience leading and influencing Cross functional teams
- Ability to influence multiple stakeholders without direct authority
- Proven ability to recruit and retain world-class talent
- Excellent managerial skills and interpersonal skills; effectively communicate and collaborate with all areas of engineering
- Ability to think strategically with an understanding of the short-and long-term impact of the decisions you make
- Ability to lead highly technical teams and inspire team members to perform at optimal levels
- Ability to prioritize effectively and delegate appropriately
- Ability to effectively collaborate across teams and influence decisions for the benefit of the organization as whole
What the job involves
- We are looking for a dynamic and strategic Vice President of Customer Experience and Program Management to lead and elevate our customer-first approach for our internal employees
- This is a key leadership position, ideal for someone passionate about transforming internal customer journeys and driving business impact
- Interface with the CIO to understand and flesh out the needs of the organization across multiple verticals
- Conduct user research and interviews to understand both internal user needs and external customers needs as well as the workflows that drive the satisfaction of internal End Users, External Customers, and the Customer Service agents that service them
- Constantly Innovate, conceive, define, design, develop, test, and launch compelling end user experiences that are contextually-relevant, exceedingly-useful, and consistently further our mission of delivering world class solutions at the cutting edge of current technologies
- Help establish the vision, strategy and roadmap for the items within the vertical/domain of the applications you oversee, in addition to defining and documenting success criteria
- Help define the Technology vision and road map for the application and work with stakeholders across cross functional teams to ensure with the Technology, and Customer Service and Data teams to ensure on-time development and delivery of best in class feature sets
- Work collaboratively with engineering teams on cutting edge technologies
- Develop innovative solutions to complex problems by collaborating as needed across regions, product areas, and functions
- Define and develop support and training materials
- Conduct extensive discovery using both qualitative and quantitative research methods, including user interviews, journey mapping, and data analysis. Leverage agentic AI and make Data Driven Decisions to improve outcomes
- Develop an unparalleled understanding of the problem and opportunity areas
- Assist with development of product strategies for multiple tools and maintain the roadmap, validating and prioritizing the opportunities and features that will provide the highest impact for the organization
- Distill the strategy into functional requirements and drive product development in collaboration with Engineering and Design, acting as the domain expert and voice of the user
- Create, measure, and monitor metrics to ensure that we are always heading in the right direction
- Communicate and present ideas and updates to the CIO and other senior stakeholders across the business
- Translate business needs and strategy into short and long-term technology strategies
- Provide oversight of technology delivery activities, ensuring schedule, scope, cost, and system performance targets/goals are met
Our take
Salesforce is a global cloud computing company, best known for its on-demand, comprehensive customer relationship management (CRM) solutions. The company was launched to mitigate the doubts that business owners felt regarding third party companies holding their data.
By providing essential, customer-oriented CRM software, Salesforce places itself at the heart of digitised businesses. Furthermore, by building out its AI capabilities, the company removes the complexity of AI, enabling any business to deliver smarter, personalised and more predictive customer experiences.
Due to the continued innovation offered by the company, over 150,000 companies, both big and small, are growing their business with Salesforce today. Despite a tumultuous 2023 filled with activist investors, a boardroom shake-up and the unprecedented step-down of Co-CEO Bret Taylor, Salesforce continues to close several acquisition deals and managed to drive up its stock value by 96% from the end of 2022 to 2023.
Steph
Company Specialist at Welcome to the Jungle
Insights
-8% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2001
$46.9m
SERIES D
Nov 1999
$13.2m
SERIES C
Total funding: $64.5m
Company benefits
- With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year
Company HQ
Financial District, San Francisco, CA
Leadership
Marc Benioff
(Chair & CEO)Previously Senior Vice President at Oracle Corporation for 13 years.
Parker Harris
(CTO)Previously worked as a Software Engineer for over six years. Harris also co-founded Left Coast Software.
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