Description

The Programs & Strategy team works within Account Success to drive operational rigor in how we own the business and also to support various special projects and efforts to change and grow the business.

• This Program/Project Management, Senior Manager role reports to the Director of Cloud Business Partners and will partner closely with the head of our MuleSoft Account Success organization to deliver a blend of strategic planning, analysis, insights, and operational execution

• This is a high-impact role, with constantly evolving priorities and demands, requiring cross-functional alignment and a collaborative approach.

• This role supports ongoing exploration of trends tied to our delivery KPI’s, driving new programs through data driven analysis, FY planning, and monthly and quarterly Sales Leader reviews, using data to uncover insights and help Account Success leaders make strategic recommendations to their Sales Partners.

• We’re looking for hardworking candidates who have steadfast curiosity, attention to detail, willingness to lead multiple priorities, and ability to deal with ambiguity effectively.

Responsibilities

• Partner with Account Success Leadership team members to perform ad-hoc analyses across multiple data sets and tools (examples of analyses include analysis of Signature Success Plan adoption trends, AOV risks and mitigation, and Product Adoption impact) and interpret key performance metrics to deliver insights and recommendations to leadership.

• Evaluate ongoing business performance against Targets; identifying areas of growth and opportunity

• Collaborate cross-functionally with the Account Success Operations / Technology team & CSG Business Intelligence team to ensure successful data analysis is transformed into data sets and Tableau dashboards to provide broad ‘run the business’ support across the Account Success team.

• Build executive-level presentations for global leadership reviews and support quarterly business reviews.

• Support GTM planning process in partnership with the Account Success Strategy & Programs teams and the CSG Business Intelligence team.

Requirements

• Strong business acumen and stakeholder management experience.

• Self-starter and high degree of motivation to go above and beyond the task at hand and succeed in a collaborative, fast-paced environment.

• Proficient with Business Analysis, Data Visualization, as well as the ability to translate sophisticated information into easily consumable insights.

• Excellent presentation and executive engagement skills.

• Outstanding written and verbal communication skills, with the ability to craft compelling stories for diverse audiences to communicate strategy.

• Demonstrated success in-fast paced and agile business environments.

• Proven track record to structure and transition sophisticated problems to solutions.

• Customer Success Strategy Experience or 8+ years of professional experience, ideally in consulting or sales strategy/business operations roles.

• Solid understanding of Salesforce product & applications, Tableau, Snowflake, SQL and Data Cloud

• Flexible schedule, the ability to work with our global Account Success teams in different time zones.

• Ability to travel on a quarterly basis.

Desired Skills/Experience

• Management consulting background and skills considered an asset

• Fortune 100 management or strong understanding of Customer Success.

• Knowledge of MuleSoft product and platform features, capabilities, and best use.

• Knowledge of other Salesforce product and platform features, capabilities, and best use.

• Experience with an enterprise CRM or customer service application.