Decision Scientist - Customer Adoption

Trust is our #1 value at Salesforce. The Data and Analytics (DnA) team powers that value and propels Salesforce growth through providing trusted data, insights, and artificial intelligence that enables us to make smarter decisions in every dimension. We develop tools for financial forecasting, assessing customer health, uncovering adoption insights, data curation, and more, all designed to support another core value at Salesforce... customer success.

The CSG (Customer Success Group) Pillar serves as analytical collaborators and trusted advisors to Renewals, Offers, M&A, Product, and Account Success teams. Our primary mission is to closely partner with these stakeholders in order to discover innovative best practices that empower them to enhance customer value and satisfaction. As strategic partners within the organization, we deeply immerse ourselves in the intricacies of our product domains and business objectives. We foster and manage cross-functional relationships and convey information through easily understandable, relevant, and actionable narratives. Our approach to managing data and insights parallels the handling of a valuable product. We work closely with other Data and Analytics (DnA) teams to conceptualize and deliver data resources, including dashboards and data applications. Utilizing programming expertise, statistical methodologies, and data science practices such as experimentation, forecasting, clustering, and more, we manipulate data to provide relevant and reliable insights.

This position is part of the Product Adoption team within the award-winning Customer Success Scorecard team. As a Decision Scientist, you will play a vital role in evolving our product adoption strategies and measuring and demonstrating the value that our product brings to our customers.

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Learn more about DnA:

Who We Are
We're Data and Analytics, a team of more than 300 with expertise in business intelligence, data science, visualization, and data engineering, dedicated to providing trusted data, rigorous analysis, and actionable insights our partners use every day, enabling them to transform and grow Salesforce products, services, and solutions.

We build strong, enduring partnerships with leaders and teams across the company. These relationships develop our understanding of every business we're engaged with, deepen over time, and enhance our ability to highlight emerging challenges and opportunities. We're continuously connected to our stakeholder community, so we don't need time to "get up to speed" when the landscape changes. We move as quickly as the data does.

How We Work
The process begins and ends with data. When a new question comes our way, we determine how to access and collect the right information to answer it. Our decision scientists, data scientists, and machine learning engineers identify relevant metrics and variables and build models to further refine our initial answer.

Next, our visualisation engineers create interactive dashboards to bring new insights to the forefront and enable on-demand, self-service exploration. Combining knowledge and expertise across our entire team, we distill key learnings and co-develop action plans with partner teams. Refined strategies are executed, putting these new insights to use. More data streams in, and the wheel keeps turning.

In partnership with stakeholders, Data and Analytics improved the accuracy of sales forecasting across Salesforce with the creation of Einstein Guidance, invented an entirely new way to measure customers' adoption of Salesforce products called Net Adoption Score (NAS), deepened the company's engagement with customer feedback through our Net Promoter Score, and developed a suite of interactive dashboards (called ProductIQ) that provide detailed coverage for dozens of trusted metrics across every cloud, market, and customer.

Success in the Role: What would it look like?

As a Decision Scientist, you are

• A hands-on analyst
  • You will generate product insights (e.g., performance drivers, retention analysis, behavioral personas) to accelerate business growth. This requires acquiring and cleaning data from multiple sources, structuring and building data models, analyzing to generate insights, and distributing those insights to business leaders.
  • You have an experimentation mindset. You are excited about measuring the user experience and iterating through an experimental approach.
• A strategic thinker
  • You will partner with Senior Leadership (VP+) to understand their business challenges and advise on strategic objectives, product direction, roadmaps, growth goals. and retention strategies
• A relationship builder
  • You will develop and own the relationships with senior stakeholders, including (but not limited to): Business Leaders, Product Managers, User Researchers, and Customer Success teams
• A cross-functional partner
  • You will partner with the data engineering team and product engineering team to instrument, acquire, develop, and structure data assets that are critical to measuring the success of our products
  • Identify internal and external collaborators to curate data assets and deliver relevant and actionable data insights and products
• A data champion/A data-lover at heart/data evangelist
  • You will contribute to the expansion of Salesforce data culture by growing new relationships, hosting learning sessions, integrating or designing new tools, and improving team processes

Your Experiences

• At least two years of experience in product analytics or data science or a masters degree in data science, statistics, applied mathematics, analytics or a related field, or equivalent alternative education, skills, and/or practical equivalent experience
• You are advanced in common analytical programming languages (e.g. Python or R) and SQL
• A graduate degree in Statistics or MBA from top university strongly preferred
• You have strong understanding of statistical methods
• You are familiar with end-to-end data development, including data model design, quality review, deployment, and maintenance
• You are proficient in telling data stories in a wide-range of formats, including slides, charts and dashboards (e.g., Tableau)
• You are able to plan projects in detail, set schedules, coordinate resources across product, data, and engineering teams, execute project end-to-end, and make sure deadlines and quality expectations are met

Accommodations

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