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Salesforce.com, Inc Sr Experience Strategist / Experience Lead (Marketing experience) in Chicago, Illinois

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success Group

Job Details

Sr Experience Strategist / Experience Lead (Marketing experience)

Job Details

Salesforce Experience Design is a group of passionate designers who build transformational experiences by turning human insights into business impact at Salesforce scale. Playing an integral part in the Customer Success Group, we partner alongside Service, Sales, Marketing, IT, and Human Capital Management lines of business across all industry verticals to help customers unleash the full power of Salesforce through a design-centric approach delivering useful, usable, and desirable experiences.

Our work environment appeals to self-motivated, flexible team players that have great interpersonal skills and lots of curiosity. We believe in peer relationships rather than hierarchies; in teams rather than lone thinkers. As part of Salesforce’s Customer Success Group (CSG), our Experience Design team follows a consultant mindset including working with different Salesforce colleagues across various engagements, willingness to travel when required, and understanding the value of working collaboratively with the customer to identify their needs and accomplish the desired outcomes, often by facilitating workshop sessions.

We are looking for a passionate and pragmatic strategic thinker who is eager to join a fun, collaborative, and innovative team. The focus of the role is to provide a Digital experience strategy across web and mobile applications, interactive design, and user experience on the Salesforce platform. Customers represent complex, global enterprise brands, and the Experience Lead will work directly with them in developing and implementing a cohesive approach to achieving their business goals. The Experience Lead is responsible for leading the experience strategy and establishing and maintaining the highest quality of execution across all work. They will be responsible for the vision for an engagement as well as being able to lead and work closely with multi-disciplinary project teams. A successful lead leverages a deep understanding of Salesforce products and applications in combination with recommendations and solutions.

Responsibilities:

Success is first measured by the ability to lead, advise and align project teams and customers to create successful outcomes and ensure the highest level of customer satisfaction. In addition to these, the Experience Lead is measured by meeting billable Utilization targets and by contribution to and collaboration within the Experience Design group. Specifically, the areas of focus will be: leading a variety of engagements, actively participating in the Salesforce culture, and continually ensuring your skills and role requirements are met.

Customer Engagement:

  • Lead and drive key experience design activities throughout a project’s lifecycle including research, workshops, and conducting interviews and synthesizing

  • Leverage Design Thinking methods in developing a shared vision (among the customer and internal teams) for evolving the customer program

  • Develop business value models based on recommendations

  • Co-create a strategic vision and objectives with customers and align to a program roadmap

  • Present concepts clearly and justify design decisions and strategic recommendations

  • Build close relationships with customers and key stakeholders, and ensure project teams and customers understand roles, responsibilities and vision of the project

  • Participate as needed in project work as an independent Experience Design consultant within customer teams, or within Salesforce teams that include Business Architects, Technical Architects, Program Architects

  • Lead, coordinate and manage related Experience Design tracks of work in conjunction with key customer or Salesforce team members

  • Operate as a generalist, while being comfortable performing the following: research, prototyping, testing and crafting presentations

  • Actively manage scope and customer expectations

  • Identify and resolve or escalate issues and conflicts that may come up in the course of project work

  • Engage and partner with external partners when required

  • Collaborate and manage effectively with remote team members

  • Manage and maintain customer or Salesforce team motivation and morale

  • Self-starter who can manage ambiguity and drive alignment that leads to customer’s desired outcomes

Project and Team Leadership:

  • Manage changes in project scope, identify potential issues, and pivot when necessary

  • Provide mentorship and guidance to other consultants within the Experience Design group

  • Participate in and contribute to new team methods and offerings

  • Identify new business opportunities and be able to connect appropriate people to support

  • Identify and resolve or escalate issues and conflicts within the project team

  • Collaborate and manage effectively with remote team members

Required Qualifications & Skills:

  • Proactive, self-sufficient and professional, with strong organizational, time management and communication skills

  • Multi-task, be comfortable, and perform well through ambiguity and under pressure in a constantly changing environment with key stakeholders and teams

  • Knowledge or experience using Salesforce products

  • Proven ability to lead multidisciplinary teams to create impactful customer solutions

  • Proven track record of building customer relationships and being customer-facing

  • Willingness to travel for customer-facing engagements and workshops (as deemed safe and necessary)

Preferred Qualifications & Skills:

  • At least 8-10 years relevant industry experience

  • Relevant degree or professional qualification(s)

  • Passionate and enthusiastic about delivering strategy, design and user experience excellence

  • Experience working across a variety of industries, including B2B and B2C

  • Strong knowledge of relational database technology, specifically as it relates to Customer data (i.e.: web analytics, CRM, Microsoft Access, and Profile data); Salesforce CRM knowledge a plus

  • Comfort combining business case evaluation, idea-to-reality planning, data analysis, and creative marketing to build best-in-class programs

  • Strong knowledge of Interactive Marketing Channels (i.e.: SEO, SEM, PPC, Ad Management, etc., as well as the marketing channels (email, mobile, social, sites); Marketing Cloud knowledge a plus

  • Strong knowledge of direct marketing industry including content strategy, email deliverability, online user experience, Social Media, Mobile as well as familiarity with the email service provider industry

  • Well-versed in technology as it relates to user experience and digital marketing

For Colorado-based roles: Minimum annual salary of $ $82,400 . You may also be offered a bonus, restricted stock units, and benefits. More details about our company benefits can be found at the following link: https://www.getsalesforcebenefits.com/

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form. (http://cloud.mail.salesforce.com/accommodations-request-form)

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