Digital Success Manager/senior Manager

**Job Category**:Customer Success Group

**Job Details**:**Department Description**Digital Success and Scale (DSS) is a distributed 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 accelerate time to value, help customers enhance their Salesforce investment, and secure the renewal. We drive innovation by listening to our customers, demonstrating 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.

**Role Description**The Manager/Sr. Manager, Digital Success Program Strategy will help set priorities, focus energy and resources, strengthen operations, and ensure that the DSS team and other partners are working toward common goals. They will establish agreement around intended outcomes/results, and assess and adjust the team’s direction in response to a changing environment. They will produce fundamental decisions and actions that shape and guide what process we put in place, who it serves, what it does, and why it does it, with a focus on the future. This will help us resolve not only where our programs are going and the actions needed to make progress, but also how it will know if it is successful.

They collaborate globally, across CSG and Salesforce functions (Success Field teams, Success Strategy and Methodology, Product Management, Product Marketing, etc), and build executive relationships across the organization, as well as with external partners, to deliver measurable adoption and engagement impact. They will have an eye towards optimization, including assessing the impact of programs, documenting and implementing changes in processes as needed in order to improve performance and adjust to changing business needs. They will work closely with the Success Field teams and Success Methodology teams to reflect the latest.**Key Accountabilities (Impact)**The Manager/Sr. Manager, Digital Success Program Strategy is primarily responsible for:

- Redefining our programs across products and channels into a system that provides strategic performance feedback to decision-making
- Building cross-functional relationships and alignment with partners
- Aligning strategic development of Marketing and Adoption Plans through our Digital Channels
- Supports the overarching strategy and ensures alignment
- Exercises wide latitude in determining objectives and approaches
- Works on issues that impact department success or address future concepts, products or technologies
- Uses data insights to develop positioning and messaging
- Develops internal enablement strategies
- Creates formal networks with key decision makers and serves as spokesperson for the department
- Tracking and Measuring Results and Impacts of Activities
- Aligns all Global Adoption and Marketing programs to CSG wide success metrics and performance metrics
- Ensures that a broad-base of activities related to their marketing and adoption plans are correctly recorded and updated
- Builds and monitors reporting and dashboards within Salesforce
- Project manages and provides status reporting

**Basic Requirements**:

- Bachelor's degree essential, Masters degree preferred
- 7+ years of Marketing, Demand Generation, Program/Project Management and/or Customer Success experience
- Passionate about Customer Success
- Proactive, organized, and meticulous with excellent project management skills and the ability to effectively move complex 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 and motivate a cross-functional team
- Excellent interpersonal skills and an expert-level ability to communicate effectively at all levels of the organization
- Demonstrates independent judgment and excellent decision-making on critical projects
- Creative problem-solver who enjoys working in an ever-changing environment
- Expert presentation Development skills (storytelling/design)
- Salesforce Certifications preferred

**Accommodations

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