Digital Program Manager

**Job Category **:Customer Success Group

**Job Details**:
Salesforce Global Support is part of the Customer Success Group (“CSG”) and is a key pillar in delivering success to over 150,000 customers globally. We pride ourselves on a strong customer-centric culture, delivering a trusted world-class customer experience and offering the right level of engagement and expertise to meet customer needs. As Salesforce innovation grows and customers are digitally transforming, we expertly craft and tailor new services and offerings to ensure we’re serving our customers in the best ways possible.

The Digital Program Manager (DPM) will be responsible for delivering improved customer facing self-help solutions across the self-support journey, working closely with Delivery, product, engineering, UI/UX, and analytics teams to reduce customer effort and drive issue resolution digitally through high functioning and high impact self-help solutions. In addition, the DPM will be accountable for establishing and managing a feedback loop between digital support and the rest of the organization, leveraging the “voice of the customer” to drive self-help success. This position will focus on a specific product / line of business within Salesforce Support, partnering with other DPMs and leaders in our Assisted Support organization to build a framework for measuring success across the entirety of the customer self-help support journey.

**Responsibilities**:
Define business requirements for improving self-help solution effectiveness across all digital assets, and be able to convey validated concepts to product managers, UX designers, engineers, leadership, and customers.

Use customer usage data to challenge and validate self-help solution methodologies in an ongoing development process that continuously evolves to meet changing customer needs.

Work hand in hand with Cloud Technical Leads and build persona based journey maps to lead the discovery, design, and development of self-help solutions for Salesforce Help and other self-help channels.

Partner with the Assisted Support organization to analyze and plan actionable insights based on Top Case Drivers, and other customer usage data to find opportunities to improve the Self-Help Experience.

Define and track KPIs related to the self-help solutions delivered, and be able to articulate trends, identify root cause analysis, and define actions in weekly & monthly business reviews.

Recommend new technologies and experiences wherever possible in the customer workflow, to reduce customer effort, increase solve rates, and drive a positive customer experience.

Lead Self-Help Solution projects across teams and drive the execution and publication of content, automation, and self-help assets across various channels including Salesforce Help,

**Requirements**:

- 3+ years of professional experience in program/product management
- Demonstrated analytical ability to identify and communicate actionable data insights with the appropriate level of detail for multiple audiences
- Ability to work effectively with a geographically dispersed team
- Excellent written and verbal communication skills
- Demonstrated skills and success in process improvement design and workflow analysis
- Proven experience in scoping, developing, and executing business requirements and project plans in a cross functional, multi-team environment
- Experience conducting research and/or partnering with user researchers / UX designers
- Experience partnering with production resources to release solutions, services, and/or functionality.

Preferred
- Experience in customer support
- Experience in the self-help solutioning profession or ecosystem.

For Colorado-based roles: Minimum annual salary of $104,000. You may also be offered a bonus, restricted stock units, and benefits.

**Accommodations**:
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