Description

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword — it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Role Overview

The CSG Korea Strategy & Operations Manager/Sr. Analyst is a highly strategic and operational individual contributor role reporting directly to the CSG Korea Leader. This position serves as the core operational engine driving growth, strategic planning, and commercial excellence for Salesforce Korea's Customer Success Group (CSG).

You will be responsible for supporting and enabling the business operations of three pivotal CSG pillars in Korea: Professional Services (Services), Account Success (CSMs), and Product Success (Support/Architects).

Grounded in Salesforce's core values, your mission is to institutionalize CSG's execution capabilities in the market so that Korean enterprise customers experience flawless post-sales implementation, continuous value realization, and unmatched customer success. This role bridges global/HQ operational frameworks and the Japan CSG organization with the Korea market, ensuring that standard operational models, governance, and corporate strategies are seamlessly translated and executed locally.

Key Responsibilities

Tri-Pillar Business Operations & Growth Strategy

• Support the business operations and structural scaling of the three primary CSG pillars in Korea: Professional Services, Account Success, and Product Success.
• Collaborate with leadership to design and execute sustainable growth models for each pillar, ensuring long-term commercial success and operational efficiency.
• Analyze market trends, customer behavior, and platform consumption data to identify target market segments and unlock "Sweet Spots" that accelerate the adoption of Agentforce and maximize customer ROI.
• Define KPIs/targets, build reports and dashboards to derive insights into business health, identify gaps, and present data-driven recommendations to leadership.

Cross-Functional Coordination & Governance

• Act as the central point of contact to seamlessly align CSG workstreams with Core Sales, Sales Operations, Marketing, and other cross-functional stakeholders within Salesforce Korea.
• Drive organizational scheduling, master cadences, alignment rhythms, and structured governance to break silos and optimize the end-to-end customer journey.
• Maintain close alignment with HQ teams and the Japan CSG organization to ensure global strategies and governance models are localized and impeccably executed.
• Orchestrate key cadence meetings, including Quarterly Business Reviews (QBRs), All-Hands calls, cross-functional sales alignment, and enablement activities.

End-to-End Customer Lifecycle Analysis

• Monitor, analyze, and diagnose the holistic health of the post-sales customer experience — from initial post-contract implementation through system go-live, long-term adoption, and ongoing success.
• Identify operational bottlenecks, delivery risks, or friction points in the deployment process, providing data-driven recommendations to drive immediate corrective action.

Operational Excellence & Practical Execution

• Own the day-to-day operational execution of the CSG business, converting strategic executive decisions into well-structured, actionable workflows.
• Manage key operational metrics, forecast pipeline health for services, track utilization rates, and leverage tools like Tableau and Excel to provide actionable visibility to the CSG Korea Leader.

What We Are Looking For (Basic Qualifications)

• Education: Bachelor's degree in Business, Economics, Engineering, IT, or related disciplines (or equivalent practical experience with a strong analytical and strategic mindset).
• Experience: 5–10 years of professional experience in IT, Tech, SaaS, Management Consulting, or Sales/Business Operations. Proven track record of managing cross-functional projects with a strategic mindset.
• Salesforce Passion: A strong interest in the Salesforce ecosystem, CRM methodologies, and the transformative potential of cloud, data, and autonomous AI (Agentforce).
• Structural Analysis & Agile Execution: Exceptional ability to break down complex, ambiguous business problems into structured, actionable components, combined with sharp judgment and rapid execution.
• Data Proficiency: Advanced expertise in Excel and Business Intelligence tools (strong preference for Tableau) to build predictive models and executive-level dashboards.
• Language Fluency:
• Korean: Native or near-native fluency is required for seamless communication with Korean enterprise customers and local stakeholders.
• English: Business-level professional fluency is required for continuous collaboration with HQ, Japan CSG, and global stakeholders.

Preferred Competencies (Who You Are)

• Value-Driven Change Agent: Passionate about Salesforce's core values, dedicated to embedding customer success into localized operational execution.
• Agile and Adaptive: Highly comfortable navigating ambiguity, shifting priorities, and fast-paced environments during the transformative "Agentic Enterprise" era.
• Orchestrator & Connector: Strong interpersonal and stakeholder management skills, capable of driving alignment across matrixed organizational boundaries.
• Experience in leading project teams or mentoring junior peers is a plus.