Operations Senior Analyst (Success)

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Department Description:

CSG stands for Customer Success Group, whose most important mission is to lead customers to success. From a business perspective, CSG is Salesforce's post-sales division, consisting of customer management, consulting, support, and renewal departments.

Role Description (Introduction):

The candidate for this role will contribute as a member of the operations team, which provides various strategic insights to the leaders of CSG's Success department and promotes routine departmental operational tasks, through resource management (domestic and international consultants/engineers). The candidate needs to establish themselves as a trusted advisor to the CSG Success department leaders. They are required to present a strategic vision for Success resources and propose innovative approaches to customer success and growth.

Your Impact (Success):

This role contributes to the CSG Success department's Booking (order value), profit margin, and stable resource supply. The outputs include formulating strategic growth plans based on the Success department's resource structure, improving related business processes, trend analysis, and providing insights. Operationally, it is required to logically, efficiently, and strongly promote the creation of processes for optimal personnel allocation to projects and the procurement of overseas resources, by standing between the Success department's resources and sales representatives. The candidate is required to collaborate closely not only within the department but also with the global CSG organization, finance, recruitment, HR, and departmental strategy personnel.

Your Impact (Responsibilities):

• Actively plan and promote medium- to long-term strategies and initiatives that lead to departmental growth from a resource perspective, by analyzing the situation of the CSG Success department.
• Stabilize the department's resource supply and perform proactive resource management.
• Promote the creation of mechanisms for optimal personnel allocation to projects, procurement of resources from other internal departments, and procurement of overseas resources.
• Collaborate with global CSG organizations, finance, HR, IT, and other departments to improve departmental operational tasks, in order to align with the overall direction of CSG Japan and the strategy of the service department.
• Define metrics to measure progress against high-level business goals and measure them using reports/dashboards. Constantly oversee the overall departmental situation, identify improvement opportunities, and continuously evolve by involving relevant departments.
• Regularly analyze and report business progress and KPIs, and support management's decision-making based on data and analysis.

Minimum Qualifications (Required):

• 3-5 years of business division operation or equivalent division operation/management experience. Especially close collaboration experience with service/business teams such as consulting. Human resource management experience is a plus.
• Experience in independently planning, proposing, executing, and operating business improvement plans for both internal and external customers.
• Coordination and negotiation skills for cross-departmental collaboration and problem-solving, and the ability to flexibly and appropriately respond to new demands and situations.
• Knowledge and experience in SaaS, consulting business, or Success business.
• Will to achieve goals as a team.
• Understanding of various cultural differences worldwide and negotiation experience based on them.
• Fluent Japanese language skills, business-level English language skills.

Preferred Qualifications (NOT Required):

• Salesforce product knowledge and certifications.
• IT project participation experience.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.