Program/Project Management, Senior Analyst

Salesforce•Indianapolis, IN

About The Position

About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled experts, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile. The Business Performance & Planning team operates within Account Success to ensure operational rigor in running the business while supporting various special projects aimed at driving growth and transformation. This Program/Project Management Senior Analyst role reports to the Director of Business Planning for Account Success and will partner closely with our Global Delivery Centers (GDC) business partner to provide support on monthly reviews This role will also partner with the leadership team of the GDC providing direct support on business reviews, analysis, insights, and communications as needed. The business reviews cultivate a healthy partnership between our GDC and our Operating Units (OUs) to ensure customer satisfaction and value where the GDC engages across the business The role requires a blend of consultative skills, ability to construct persuasive presentations, developing narratives to highlight business trends, and providing data and insights to leadership The role will require collaboration with leadership in Account Success, as well as some collaboration across other teams at Salesforce We’re looking for hardworking, driven candidates who have a strategic mindset on how to articulate the business impact of our delivery teams, strong organizational skills, attention to detail, ability to handle multiple priorities in parallel, exceptional ability to create exec-ready slides, ability to work with large data sets & extrapolate data visualizations and insights, and the ability to deal with ambiguity effectively

Requirements

Excellent presentation and executive engagement skills.
Self-starter and high degree of motivation to go above and beyond the task at hand and succeed in a collaborative, fast-paced environment.
Outstanding written and verbal communication skills, with the ability to craft compelling stories for diverse audiences to communicate strategy.
Strong business acumen and stakeholder management.
Proven track record to structure and transition sophisticated problems to solutions.
2 to 5 years of professional experience, ideally in consulting, sales or customer success strategy, business operations, or revenue operations roles.
Flexible schedule, the ability to work with our global Account Success teams in different time zones.
Strong slide-building and formatting skills, strong spreadsheet skills
Experience with Business Analysis, Data Visualization and Marketing Analytics, as well as the ability to translate sophisticated information into easily consumable insights
Solid understanding of Salesforce applications
Ability to travel on a quarterly basis if required

Nice To Haves

Strong understanding of Customer Success
Knowledge of Salesforce product and platform features, capabilities, and best use
Ability to use data applications, such as CRM Analytics, Tableau, Snowflake, SQL and Data Cloud
Experience with an enterprise CRM or customer service application
Sales or Customer Success go-to-market knowledge and experience

Responsibilities

Become a subject matter expert and trusted partner for the GDC, providing leadership in the monthly review process connecting the GDC with OUs across Account Success
Build trusted relationships with key stakeholders across the business, including GDC Leadership, Account Success OU Leaders, Business Intelligence, Strategy & Operations, and other teams
Establish and maintain trusted relationships with the GDC leadership team in order to develop a deep understanding of business needs, business priorities, and how our delivery teams are driving outcomes for our customers
Facilitate Business Reviews between GDC and OU leaders by ensuring consistent metrics and delivering reliable presentations on an agreed cadence
Evaluate ongoing business performance of our GDC against our business priorities, provide insights and analysis on areas that need improvement, and contribute to the development of solutions for areas of the business that show signs of weakness or underperformance
Ensure regular communications and updates to leadership, incorporating any feedback from business reviews and revising the materials accordingly for the next cycle
Understand key business objectives at the executive level, and help craft presentations and slide content for GDC reviews that support those objectives
Develop a deep understanding of the GDC, and have a point of view on how we can streamline operations to find efficiency in our business while maintaining the success of our customers
Understand how our incentive plans motivate behaviors across our business and develop a point of view on how we could provide better incentives to our GDC resources that would align with our overall business priorities