Salesforce.com, Inc Customer Experience Program Manager - MuleSoft in Helena, Montana
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Customer Success Group
We’re seeking an energetic, creative and execution-focused individual committed to learning MuleSoft’s customer support & business processes while being responsible for driving various programs, projects and milestones to achieve strategic goals. In addition, the candidate will support the MuleSoft Support team with change management aspects of our transformation initiatives, proactively identify process improvements and opportunities for automation, and own and execute on the team’s communication, customer experience programs and marketing strategies. They will effectively manage project impact for the Support team, and communicate effectively across all levels of the organization, helping drive decision-making around scope, timing and quality of initiatives. You are a Jack/Jane of all trades, a program management champion, with experience in establishing communication strategy, has a flair for generating creative marketing ideas to amplify our team brand, and cares deeply about fostering team culture. This role joins the Support Strategy & Operations team reporting to the Sr. Director and is a critical position in supporting MuleSoft’s continuing growth.
Manage and own programs that impact Support processes, team culture, communications, customer experience (customer journey mapping, Voice of the Customer and customer advisory board), and team marketing & branding.
Maintains an overall view of the team’s strategic roadmap to ensure planning and execution of initiatives are aligned against the organization’s vision and priorities.
Gather project scope and achieve agreement on deliverables and completion dates in partnership with various business stakeholders.
Create and lead project plans, monitor progress and timelines, identify and resolve risks to ensure success, raising to management as appropriate.
Manage day-to-day execution of project implementations. Lead the planning, tracking, documentation and status updates for the projects. This includes vendor management.
Gather detailed project/change requirements with sound understanding of global business impact
Facilitate requirements gathering and assist with the creation of project deliverables, as needed.
Facilitate review sessions and status meetings with internal teams
Participate in end-to-end implementation planning including project management, issue management, communication and change management. Have oversight in the successful adoption of the changes within the organization.
Timely and effective communications on project progress and go-live announcements
Prepare user documentation and training documentation as necessary.
Use business knowledge and expertise to drive business process improvements.
Have difficult conversations regarding budget, resources and timeline and communicate outcomes of those meetings.
Establish strong and positive relationships with business and technical partners.
5+ years of Project/Program Management experience in innovative, high-tech industry, leading and delivering on strategic and tactical business objectives. Experience working in a Customer/Technical Support organization is a plus.
Consultative approach, including ability to analyze and translate internal/external customer needs into technical requirements and process flows for consumption by the technical team.
Strong organizational skills, attention to detail, and ability to prioritize a varied workload with shifting demands.
Demonstrate strong problem solving skills, analytical mindset, resourcefulness and ability to meet responsibilities with minimal direct supervision.
Has experience setting both the internal and external communication strategies for a large organization. Able to draft communications at the executive level.
Strong understanding of Customer Experience research and design. Understand and lead Support’s customer journey map and prioritize the most critical gaps in providing a fabulous and effortless customer support experience; lead the development of a roadmap to address root-causes and redesign journeys.
Has previously established a Voice of the Customer program delivering meaningful business insights, ownership of NPS and CSAT, leading a Customer Advisory Board, and developed customer stories from the insights you've collected.
Excellent verbal and written communication as well as receptive listening skills, with the ability to present sophisticated ideas in a clear, concise fashion to technical and non-technical audiences at all levels.
Accountable teammate with a constructive demeanor, problem-solving and customer success mentality able to work optimally in a fast-paced environment with a geographically dispersed team.
Ability to recommend process improvement ideas and put them into action.
A keen ability to support cross-functional projects and decisions. Gets energized from working within a team and cross-functionally to achieve the company's goals.
Thrives in a dynamic environment and stays flexible through organizational growth and change.
Technical background with an ability to understand various MuleSoft and Salesforce offerings and product features.
Bachelor's degree in Business Administration and/or Information Technology or equivalent experience.
Six Sigma and/or Project Management certified.
Experience and working knowledge with MS Office and Google Apps for Work productivity tools.
- Salesforce Admin Certified or Salesforce platform and applications experience a plus.
For Colorado-based roles: Minimum annual salary of $99,200. You may also be offered a bonus, restricted stock units, and benefits. More details about our company benefits can be found at the following link: https://www.getsalesforcebenefits.com/
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