Director, Global Success Business Intelligence

The Customer Success organization at Salesforce is responsible for customers onboarding, technical support, training, partner certification, and developing long-term relationships with Salesforce customers. The Global Success Business Intelligence group creates data-driven intelligence on customers' usage, engagement, support effort, satisfaction scores, and other industry-standard KPI's. These insights help customers take advantage of the world's best CRM platform. Success leaders use these insights to help optimize the customers health and influence the best outcomes for Salesforce as well.

The Director, Global Success Business Intelligence will play a crucial role in supporting Senior VPs in the Account Success business within Customer Success organization. Account Success teams are dedicated to unlocking the full value of Salesforce's Signature Success plan offering for salesforce customers. It consists of teams of experts driving customer advocacy and CRM product attrition by deeply understanding Signature customers and orchestrating an exceptional experience to help customers exceed their business goals.

As a leader on the analytics team, you will plan and execute to deliver data and insights that drive decision-making while managing stakeholder relationships. Success requires analytical savvy, problem-solving sophistication, a willingness to roll up your sleeves, and a dedication to make the highest impact possible.

Operational responsibilities include helping build BI tools and dashboards to support business readouts, create single source of truth and scalable reporting across various personas within the organization, custom performance analytics to highlight areas of opportunity, identify gaps and assist with prioritization.

The ideal candidate has 10+ years of managing Data Analytics, Business Intelligence, and/or Data Science teams that have a proven track record for turning business questions into data problems into insights into impact. This is an opportunity to stretch & hone your strategic thinking and skills - lead a best in class team of analysts who provide deep analytical insights to inform tactics, strategic decisions and identify areas of opportunities for Customer Success Organization.

Responsibilities

• Deliver recommendations and insights that support senior partners (VPs and SVPs) manage their critical metrics
• Lead a high performing team of Data Analysts to develop a scalable and robust system for Account Success
• Establish strong partnerships with stakeholders in identifying opportunities, prioritizing roadmaps, defining and implementing execution excellence, and coaching and mentoring team members
• Identify, design, and implement internal process improvements: automating manual processes, optimizing data delivery, re-designing infrastructure for greater scalability, etc.
• Manage a portfolio of Analytics dashboards and models catering to account success business.
• Package and present recommendations to executive leadership through a combination of qualitative and quantitative feedback.
• Play the role of a thought leader in the Analytics transition from descriptive to predictive analytics
• Skill-Set/Technologies used daily: Tableau, Python/R, SQL, data visualization tools, data pipeline tools, cloud data sources, AI technology and use cases

Required Qualifications

• 10+ years of professional analytics experience with 5+ years leading Data Analytics, BI, Data Science teams as people leader
• Analytics experience in customer success or customer support domains
• Strong business acumen and stakeholder management
• Ability to build clear and concise presentations, and communicate effectively at every level of the organization
• Strong project/program management skills and ability to quickly learn new tools within the Analytics space
• Ability to work with different technical and business stakeholders across functional field teams to understand and deliver against their data needs
• Ability to proactively identify opportunities for improvements in the business, and prioritize them based on impact and effort
• Experience in hiring and growing a team. Providing mentorship/coaching to junior team members
• Self-starter and high degree of motivation to go above and beyond the task at hand and succeed in a collaborative, fast-paced environment.
• Degree or equivalent relevant experience required. Experience will be evaluated based on the Values & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Preferred Qualifications

• Customer Success experience preferred
• Familiarity with the CRM space will be an advantage
• An advanced degree (MS, MBA) in a quantitative field (e.g. Computer Science, Engineering, Economics, Physics)

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