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DMP Product Services Lead
Customer Success – Professional Services
UK - London

About Salesforce

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s “World’s Most Innovative Company” five years in a row and one of Fortune’s “100 Best Companies to Work For” eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.

The Product Services Lead reports to the Sr. Director, CSG DMP Enablement.   The Product Services Lead is an individual contributor who covers the ‘last miles’ between Product, Customer Success and Partners. This role is responsible for enabling the Customer Success team and Partners to understand and service existing and new Salesforce DMP products/features, as well as synthesising product feedback. Success in this role is made evident through frictionless rollout and adoption of product updates by Solutions.  This role is also tasked with delivering product insights to Solutions leadership and the product team.

The scope of responsibilities falls in three areas: go-to-market (GTM), market feedback and impact assessment.  A description of the responsibilities in each area is detailed below. 

The Product Services Lead will work in close collaboration with Solutions colleagues (Partner Enablement, Delivery Standards, Training, Deployment Architects, Project Managers, Analysts) as well as Product, and Engineering is required.

  

Responsibilities

  • Go-to-market:  

    • Create and manage the process for enabling the solutions team to understand and service existing and new products/features

    • Work closely with product, delivery standards and marketing in development of GTM material that is suitable for both internal and external consumption

    • Tailor GTM materials to regions, client sectors and verticals as appropriate

    • Review product release notes, user documentation, and product/feature demos

    • Plan and manage the launch of new product releases / advisory service releases

    • Work cross-functionally on implementation of product launches and go-to-market

    • Act as liaison between product, support, customer success and training teams to define launch readiness in all channels for new product releases

 

  • Market feedback

    • Be a team voice for Salesforce DMP technology, product, and customer success by providing proactive and continual insights on customer requirements and trend

    • Prioritization of gap-closing/fixes and tracking gaps relative to contractual commitments and work to close those gaps is appropriately prioritized

    • Serve as central hub for solutions in driving the prioritization and tracking of client-specific issue and fixes

    • Participate in the evaluation of proof of concepts, alpha and beta implementations to provide a customer view to the process

 

  • Client impact

    • Measure and monitor client adoption KPI’s and use data to identify adoption and impact risks

    • Develop coordinated action plans and (together with CSM and support leads) success plays in response to identified issues and risks made evident through monitoring of KPI’s

    • Drive coordinated measurement of the impact of product modules and features have on our clients’ ROI and on

 

Required Skills and Experience

  • Has deep understanding of DMP products and the competitive space in which Salesforce DMP competes

  • Demonstrated experience in successfully managing multiple and competing priorities within established deadlines and operating rhythm

  • Deep understanding of SaaS concepts and underlying technology

  • Experience in working with cross-functional teams including Professional Services, Support, Product and Engineering

  • Technical documentation

  • 2+ years experience working in SaaS business

  • 8+ years of professional experience

  • 2+ years of demonstrated successful experience working in a hands-on, fast-paced, creative, entrepreneurial environment, in a cross-functional capacity

 

Qualifications

  • Business Acumen: Strong business judgment that encompasses strategic and technical acumen

  • Driving Results: Sets aggressive goals and realistic timelines. Pursues long-term objectives while delivering short-term results. S/he sees the opportunity and creates a plan to seize it

  • Communications: Skilled in both verbal and written communication (including email, long-form prose and PowerPoint). Highly articulate and communicates passion, energy and excitement

  • Organization:  Strong organizational skills as demonstrated through successful, concurrent management of multiple initiatives.  

  • Detail-oriented

  • Bachelor’s degree required

  • Fluency in oral and written communications in English, additional languages a plus

  • Ability to travel up to 25% throughout Europe 

*LI-Y

 

 

 

 

 

 

 

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