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Job CategoryCustomer Success Group
Job DetailsDigital Success and Scale Sr. Analyst / Analyst
Digital Success and Scale (DSS) is a global team that works in concert with our cross-functional partners across CSG and Salesforce to provide ALL our customers with a seamless digital-first personalized Success experience built to reduce time to value, help customers maximize their Salesforce investment, and secure the renewal. We drive innovation by listening to our customers, leveraging data-driven insights, and building best-in-class digital-first Success Programs. The Digital Success Programs Team within DSS develops and continuously optimizes digital-first Success programs to drive self-service engagements that impact customer adoption and loyalty. These programs are structured by industry, persona, customer use case, product, etc.
The Digital Success and Scale Sr. Analyst/Analyst assists in the development and execution of key elements of our Digital Success Experience. They collaborate across functions and build relationships with other Customer Success and Marketing teams to deliver moments that matter at each stage of the customer lifecycle and measurable business impact via customer adoption and loyalty. They assist in the development of data-driven customer experience strategy and execution of success programs in creative and effective ways at each lifecycle stage. They specialize in one or more areas of Campaigns, Events, Webinars, Community, Social Media, Content, Product Marketing or Marketing Operations and Analytics.
Key Accountabilities (Impact)
The Digital Success and Scale Sr. Analyst/Analyst is primarily responsible for:
Leading the development of key components of Marketing and Digital Success Programs
Understands the overarching strategy and ensures alignment
Conducts and reports on data analysis
Makes recommendations based on data insights
Works cross-functionally and aligns with stakeholders
Integrates functional or regional strategies and develops specific objectives for their area of responsibility
Builds data driven strategy with the customer always at the center to ensure that we are optimizing their experience and helping them achieve their success
Understands the different digital channels and apply this knowledge to define success programs strategy
Understands and can apply the CSG narrative and Salesforce Marketing corporate guidelines and best practices
Executing elements of Marketing and Adoption Success Programs
Execute omni-channel campaign strategies with cross-functional team engagement
Leads the delivery of customer Events, Webinars, Trailblazer Communities, and/or Campaign-related activities
Identifies target audiences and authors draft communications
Drafts creative briefs and coordinates with creative teams and/or agencies
Enables internal teams to expand the reach and effectiveness of activities
Leads the delivery of scale global success programs across digital channels
Manages the development of positioning and messaging based on data and aligned to strategy
Tracking and Measuring Results and Impacts of Activities
Ensures that activities they coordinate or oversee are correctly recorded and updated
Builds and monitors basic reporting and dashboards within Salesforce/Tableau
Project manages and provides status reporting
Bachelor's degree essential
5+ years of Marketing, Customer Insights, Data Analysis, Program/Project Management and/or Customer Success experience
Passionate about Customer Success
Critical thinker, Proactive, organized, and detail-oriented with excellent Project Management skills and the ability to effectively move projects forward
Demonstrated success working on complex marketing and/or adoption plans, requiring both strong collaboration and relationship-building skills, and the ability to work independently
Able to oversee a cross-functional team
Excellent interpersonal skills and a demonstrated ability to communicate effectively at all levels of the organization
Demonstrates good judgment and decision-making
Creative problem-solver who enjoys working in an ever-changing environment
Strong presentation development skills (storytelling/design)
Knowledge of product and platform features, capabilities, and best practices
Salesforce Certifications preferred
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