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Job Summary:

The Customer Advocacy Program Manager manages operational activities supporting CEO customer meetings. This role is crucial in managing high-impact activities that support CEO interactions with our most valued customers. They will manage multiple stakeholders, including C-suite executives, to support successful delivery of high-impact, bespoke engagements.

Key Responsibilities:

Program Management: Develop and manage program work streams to facilitate CEO-level engagements with top customers.
- Maintain a detailed calendar of CEO customer engagements, ensuring timely follow-up and tracking of outcomes.
- Use Salesforce technology to effectively manage and track all program elements, including maintaining accurate customer information, and capturing meeting data, customer interactions, and follow-up tasks.
- Ensure that all data related to CEO engagements is accurately recorded and maintained in Salesforce.
Stakeholder Coordination: Collaborate with Sales Executives, Account Teams, and Customer Success leaders, serving as a point of contact for internal teams to prepare for CEO customer meetings.
Meeting Preparation and Execution: Oversee the preparation of thorough and timely briefing documents for CEO customer meetings. Ensure that all pre-meeting activities are optimized for efficiency and impact.
- Conduct thorough research on customer CEOs, including their backgrounds, interests, and recent business activities, to gather insights that can be leveraged in meetings.
- Provide tailored briefing materials that enable meaningful engagements with customers.
Post-Meeting Follow-Up: Manage post-meeting follow up where information is available, including the tracking and assignment of action items, follow-up communications, and the escalation of key issues to senior leaders as needed.
Relationship Building: Build relationships and trust with Sales and Customer Success teams to stay on top of the latest customer updates that help identify and nurture top-to-top relationships that drive value for both Salesforce and its customers. Act as an ambassador for the CEO Office in all internal and customer facing interactions, ensuring a consistent and professional experience.
Reporting and Analytics: Work closely with the CEO Office data analyst resources to generate and analyze reports within Salesforce to provide insights on program effectiveness, customer engagement levels, and outcomes. Maintain accurate records of customer meetings, including meeting notes, action items, and relationship histories. Use these insights to continuously improve the program.
Special Projects: Support executive-level special projects that explore and implement business changes in collaboration with functional leaders.

Required Experience

5+ years of experience in program management, customer engagement, or a related role, preferably within the SaaS or technology sectors.
Experience in executive-level customer engagement or advocacy roles.

Preferred Experience

Strong project management skills with a proven ability to manage multiple stakeholders, including C-suite executives.
Strong interpersonal skills with the ability to influence and build relationships across all levels of the organization.
Proficiency in Salesforce, with experience managing and tracking program elements within the platform. Ability to generate reports and analyze data to drive program improvements.
Excellent communication skills, both written and verbal, with the ability to craft clear and concise briefing documents and follow-up communications.
Highly organized with an obsessive attention to detail and a proactive approach to problem-solving. Strategic thinker with a customer-first mindset.
Ability to work in a fast-paced, dynamic environment and manage multiple projects simultaneously.

Accommodations

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

For New York-based roles, the base salary hiring range for this position is $132,800 to $182,600.

For California-based roles, the base salary hiring range for this position is $132,800 to $182,600.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.