Accounts Success Operations Manager

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Job Category

Operations

Job Details

About Salesforce

We're Salesforce, the Customer Company, inspiring the future of business with AI Data CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

Our Signature Success Plan offers customers the highest value from Salesforce with top-tier support and expertise. It provides deep partnership, skilled expertise, and agility tools. The Process & Tools team within Account Success ensures operational excellence and supports special projects to drive business growth. The Account Success Operations Manager role will define, build, and drive process innovation and enhancement initiatives across Salesforce's global Account Success Team, fostering a seamless, world-class experience for high-profile customers.

Reporting to the Director of Account Success Process & Tools, the Operations Manager will execute key V2MOM initiatives, including both run-the-business and change-the-business activities.

The ideal candidate is an organized team player with a proven track record in implementing strategic, cross-functional programs. They excel in driving change with new technology, processes, and models, and are passionate about delivering world-class experiences. They possess a strong executive presence, urgency, and the ability to influence cross-functional stakeholders for customer-centric initiatives.

Primary Responsibilities :

Define and build processes used by field teams to deliver our Success Plan offerings

Identify and improve areas for efficiency, cost reduction, and customer experience enhancement.

Evaluate and recommend tools and technologies to boost operational efficiency and decision-making

Use data analytics to derive actionable insights

Implement changes to processes and tools effectively, ensuring that employees are trained and adapt smoothly to new workflows and technologies.

Implement process and tool changes, ensuring smooth employee adaptation.

Continuously monitor and refine processes, tools, and data practices.

Foster collaboration across teams, regions, and products for unified processes that meet requirements and scale for growth.

Build alignment and trust with key executives and stakeholders.

Uphold Salesforce values : Trust, Customer Success, Innovation, and Equality

Required Skills / Experience :

Bachelor's degree or equivalent experience

Action-oriented with strong organizational, analytical, and problem-solving skills

Comfortable with ambiguity and ability to apply creative problem-solving skills

Passion for delivering outstanding customer experience

Ability to collaborate cross-functionally on a global scale

Demonstrated ability to motivate, influence, and gain commitment at all levels of the organization

Proven ability to develop and manage complex processes and drive continuous process improvement

Dependable, motivated, self-starter with the ability to work independently

Strong technical aptitude and interest in learning Salesforce applications and solutions

Experience writing process documentation (SOPs, Playbooks, Guides, Job Aids)

Excellent written and verbal communication skills, including sound judgment about, when, how, what, and to whom to communicate. Inform, educate, and inspire employees

Strong presentation skills - including building effective google slide presentations for executive audiences

Other Skills / Preferred Requirements

PMP, Certified Scrum Master, and / or PRINCE2 certifications are a plus

Salesforce product experience / certifications are a plus

Knowledge of Artificial Intelligence applications is a plus

Accommodations

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

For Washington-based roles, the base salary hiring range for this position is $127,200 to $174,900. For Illinois based roles, the base salary hiring range for this position is $127,200 to $174,900. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link : https : / / www.salesforcebenefits.com.

Salary : $127,200 - $174,900