Job Category
Strategy & Operations

Job Details

About Salesforce
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Role Description

Customer Success Strategy & Operations team is embarking on our own Digital Transformation to deliver customer success for our customers and accelerate our growth. A key pillar of this transformation is building a strong data foundation to support all our Strat Ops needs through intelligent data sets.

This role is a hybrid of strategic planning, capacity planning, business operations, reporting, and analysis.

We're looking for an experienced capacity modeling and planning lead to join the Resource Strategy and Operations team who will analyze head count capacity needed, capacity consumed, understand and explain variance to plan, and forecast demand and capacity needs based on bottom-up demand growth driven by various drivers, and top-down capacity allocations based on use cases. Capacity modeling and planning applies to short-term staffing requirements (workforce management) as well as long-term headcount planning for hiring and training.

The deliverables include detailed data models, custom performance analysis, scalable reporting, and packaging findings into presentation-ready content and presenting to Salesforce executives all the way from executive VPs to senior managers in various delivery organizations.

The successful candidate will have relentless curiosity and a passion for creating innovative analysis to identify opportunities. Moreover, this person will excel at extracting insights from data and converting data into insights, insights into ideas and ideas into action.

Responsibilities:

Create and manage capacity models for various businesses in Customer Success. Understand and utilize the key drivers influencing capacity requirements from various sources and through engagement with key stakeholders in the organization. Incorporate these drivers to build out the capacity models.

Align on the capacity models with stakeholders including the Customer Success delivery teams, finance, hiring, recruitment and leadership. Stakeholders range from senior managers to EVPs.

Refresh the models on a regular cadence in alignment with financial cycles and on an ad hoc basis for new demand, and present capacity plan to stakeholders.

Deliver insights on capacity and capacity impacting KPIs and make staffing and scheduling recommendations.

Technical Excellence:
Own the complete cycle of proactively identify trends, risks, and opportunities in the business to influence and set capacity planning strategy, ensuring scalability and robustness.

Data Science Modeling:
Develop and implement advanced data analysis, predictive and prescriptive modeling techniques to extract insights and support data-driven decision-making across the organization.

Produce Insights:
Understand the underlying data architecture supporting Customer Success and how to use it to report on business performance
Identify and optimize the true drivers of Demand, Capacity, Productivity, and other KPI metrics

Leadership:
Provide leadership and mentorship to the junior staff, fostering a culture of excellence, innovation, and collaboration, all aimed at driving tangible business outcomes.

Desired Skills/Experience:
8+ years of in forecasting, capacity planning, workforce management in Customer Support/Customer Success
4+ Customer Support/Customer Success delivery operations.
8+ years business analytics or data science and/or business operations experience.
Practical project experience in advanced data analysis and machine learning concepts is essential.
Very high degree of proficiency with (a) SQL, (b) Tableau and Tableau Prep (b) Python and R, are all mandatory
Very high degree of proficiency with SQL and relational database systems. Experience with Snowflake is a must.
Very high degree of proficiency with Google Sheet, Excel, Google Slides and PowerPoint
Significant work experience focused on quantitative analysis and logical reasoning
Passionate about automating data that directly solving business problem
Must be charismatic storyteller ready to lead capacity conversations with senior leadership and seek to be trusted advisor
Strong communication skills, both written and verbal
Team player able to lead and work effectively at all levels of an organization with the ability to influence others to move toward consensus Strong situational analysis, negotiation, and decision-making abilities.
Detail and quality-oriented with the desire to quickly learn new concepts, business models, and technologies
Bachelor's degree in a quantitative field (Mathematics, Engineering) from an accredited university. MBA or Masters in a technical field a plus
Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Characteristics that successful candidates demonstrate in this role

Get it done:
Delivers on commitments.
Works to find solutions and say yes to ad-hoc requests.
Moves quickly and adapts to changing business constraints.
Helps the team obtain necessary data when it is possible and reasonable.
Takes personal accountability and expects it in others.
Organizes time to work efficiently in a demanding environment. Ability to work to tight deadlines with demanding senior business leaders The courage and confidence to challenge the status quo.

Salesforce smart:
Quickly develops and shares subject matter expertise, business knowledge or best practices.
Asks good questions to gain a deeper understanding of the business.
Takes appropriate actions based on the needs of business and customers. Advocates for the greater good of the company and its people.

Win as a team:
Builds relationships and collaborates across functions.
Comfortable sharing your own Ideas and listening to different points of view from others.
Builds and leverages strong internal contacts across the organization.
Strong team player with a track record of cross functional collaboration.

Compelling communicator:
Shows energy and passion when presenting thoughts and ideas. Speaks and writes with clarity & brevity.

Lives the Salesforce values of Trust, Customer success, Innovation & Equality for all.

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