Description

Program Manager, Technology Communications & Readiness

The Technology, Marketing & Products division of Salesforce loves helping customers take their businesses to new levels of success. That wouldn’t be possible, however, without the customer-facing Customer Communications & Readiness team, or simply, CC+R.

Think you have what it takes to be a member of the CC+R team? Take this simple survey:

Do you like helping people get ready for change?
Do you have a passion for communications?
Are you willing to take risks and learn from your mistakes?
Do you like jobs that challenge you and push you to do the best work of your career?
Would you like to work on a team that’s considered the best in its field?

If you answered ‘Yes’ to these questions, then read on!

CC+R is looking for a Program Manager who can create comprehensive customer advocacy and communications programs that make a difference. They'll be part of our culture of trust, transparency, and agility. We want your work to be relevant, captivating, innovative, and creative. You'll have the chance to use all your skills to help Salesforce customers prepare for future technology changes. You’ll have opportunities to develop and execute comprehensive communications strategies designed to help customers successfully prepare for both planned and unplanned technology change events, including product behavior changes and infrastructure upgrades. In addition to a regular work schedule, the role also includes on-call shift work after hours and during some weekends.

If you’re a high-energy individual who's passionate about communications, willing to take creative risks, can adapt to fast-changing priorities, and knows how to “speak geek” then we want to talk to you!

Our perfect someone should be able to:

Develop trusted partnerships with all internal stakeholders to help build strategies and action plans that enable customers for success
Be passionate about customer advocacy and helping customers achieve success and business growth while maintaining Salesforce’s key values of trust and transparency.
Take risks. Be bold. Push new ideas.
Be the customer’s eyes and ears during internal planning sessions and ruthlessly represent their interests and concerns
Ask the tough questions. Take informed stands.
Defend the customer experience above all else
Execute end-to-end communications for all types of technology changes, including content development and editing, approvals, and scheduling
Take complex technical concepts and translate them into “business-speak”
Flaunt your creative problem-solving skills
Wow us with your ability to create, track, and report on your success metrics
Accommodation of an on-call schedule for technology emergency communications
Excellent analytical and problem-solving skills
Excruciating attention to detail and dogged perseverance to meeting deadlines
Collaborative team player who doesn't just say ‘no, we can't do this’, but approaches challenges in a way to meet needs of others
Sense of humor
Don’t be afraid to say no, and reset expectations.

It would also be great if you had:

6–8 years of experience in the areas of customer service/support or customer communications as well as program/project management
Bachelor’s degree in Communications, Marketing, or other related area, or equivalent work experience
Strong writing capabilities that inspire action
Excellent verbal skills
Experience working with customers, customer-facing teams, and product organizations, with the ability to lead without direct authority
Ability to empathize with the customer’s need for in-depth and prescriptive guidance on how to manage a technical change, and obtain this level of detail from technology owners
Ability to learn and deeply understand technical information and concepts, especially as it relates to database architecture, security, and customer relationship management principles
Ability to synthesize technical and non-technical details from different teams and determine which information is most relevant for customers
Demonstrated collaboration skills in a cross-functional environment
An all-for-one, one-for-all Musketeers philosophy
Proven track record of excelling in a fast-paced environment with tight turnarounds and changing priorities
Excruciating attention to detail (can you spot the difference between a dash and an en or em dash?) and dogged perseverance to meeting deadlines
Solid presentation development skills and Google Slides prowess
Excellent organizational, interpersonal, and relationship-building skills