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Job Category

Products and Technology

Job Details

Salesforce 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 creating a single view of all of our prospects, customers, and end users through an integrated customer data strategy and data management program. This will mean conducting deep data discovery, creating rich data documentation, building up data products, as well as establishing data governance standards across all our clouds and regions, globally, to enhance our analytical and marketing capabilities. 

We’re looking for an experienced, analytical, and highly-motivated customer and marketing data specialist to help shape Salesforce’s data strategy and help accelerate transformation. This position will support the Sr. Director of Data Strategy in delivering the vision for what customer and marketing data we acquire, how we organize it, how we model it, and how we make it available and useful for Salesforce marketers, sales teams, support teams, operational teams, and our customers. 

The role will require a hands-on and inquisitive data enthusiast to explore a vast amount of data at Salesforce, including transactional, behavioral, demographic, and marketing data from various channels, just to start. To be successful it will take someone who can truly understand our business metrics, the relationship between data objects, and build frameworks or data models that bring greater understanding and utilization of data across the organization. 

The right candidate has a highly tuned point-of-view and business understanding of the value of customer data, along with the technical aptitude required to guide analytical decision models (with the support of data scientists) such as customer and product propensity algorithms, lifetime value, and churn models on high volume transactional data sets. This candidate should be experienced and comfortable communicating in technical detail with engineers and/or product owners, working in agile teams, and delivering high-quality work within deadlines. The ideal candidate will have experience applying customer data models and marketing analytics for segmentation, targeting, and personalization.

As a customer data expert, this candidate will support the implementation strategy of Salesforce’s own customer data platform (CDP) and partner closely with the Sr. Director of Data Strategy and Salesforce product teams to build on prioritized use cases within the tool. This involves defining the data streams to be integrated into our CDP, designing the identity resolution rules for each contact and account, defining and managing the attributes for each customer record, and creating the strategy for the analytical models that will empower analysis, segmentation and personalization across channels.

This is a highly collaborative role with wide organizational impact that will require gaining alignment, providing roadmaps, and driving transformation across a number of product and data teams throughout Salesforce. The right candidate will bring superb communication, project management, and team-building skills in order to ensure the success of this initiative.

 

Responsibilities

• Implement and manage Salesforce’s Customer Data Strategy across our clouds and business units. Determine how we’ll bring multiple, disparate data streams of customer interactions into a single source of truth that can be used across Salesforce.

• Inform and help shape Salesforce’s Customer Data Schema in our Customer Data Platforms. This schema will comply with the Cloud Information Model and align customer and marketing data from multiple teams and source systems into a common framework with well defined and documented attributes.

• Drive the roadmap for Analytical Models and new metrics that will be used in marketing segmentation, targeting, personalization, sales enablement, and similar use cases. This roadmap will include the creation of net new models and the integration of analytical models currently in use throughout Salesforce.

• Support the implementation and integration of Salesforce’s suite of Customer 360 Truth products. Align Salesforce product leadership, technical teams, and data teams on a common roadmap and integration program against the Customer Data Strategy.

• Drive the creation and implementation of Data Quality governance strategies, processes, and enablement documentation for all marketing data working with our Privacy and Trust teams. 

• Establish a framework and process for mapping the universe of data at Salesforce, from identifying data sources to driving data discovery about where the data is stored, how it’s accessed, what are the metrics and how are they used.

• Enable a team culture of critical thinking, creativity, innovation, experimentation, diversity, and inclusivity that aligns with Salesforce core values and enriches the impact, careers, and learning opportunities across the Digital team.

• Enhance cross-functional collaboration by developing deep relationships with key partners across the company and coordinating with working teams.

• Help recruit, mentor, and retain a world-class customer data strategy team and participate in recruitment as we scale the wider Data organization within Salesforce.

• Constantly learn, have a clear pulse on innovation across the enterprise SaaS, data science, customer data, and analytics communities.

Minimum Qualifications:

• BA, Master’s in Technology degree or equivalent (computer science, computer engineering, economics, applied math, statistics, engineering or other quantitative field); Or equivalent business experience.

• 7-10+ years experience in a combination of product management, strategy, consulting, customer/product analytics, data-science or an equivalent field.

• 7+ years experience managing customer data programs and teams at Fortune 500 companies. Must have prior experience managing customer data programs that integrated multiple streams of customer data for use across a multitude of channels (web, email, advertising, messaging, sales, customer support, etc).

• Strong data manipulation and database modeling skills. Must be proficient in SQL, understand how to design and evaluate data models (conceptual, logical and physical), and have the ability to closely partner with data engineers, architects, and data scientists to create well maintained customer databases.

• Proven ability to lead the creation of analytical customer models such as attrition models, customer lifetime value models, propensity models, and similar efforts. Strong understanding of the modeling process and ability to evaluate the output of data scientists responsible for the models.

• Experience working with large scale data systems and transactional customer data records (100s of millions to billions of events per month).

• Experience working with 3rd party data providers to augment customer data records with in-market intent signals, household data, demographics or business firm data, etc.

• Understanding of data management and data governance practices including data stewards, data custodians, data lineage, data quality, data cleansing, metadata management, etc.

• Understanding of governmental privacy regulations on the collection and use of customer data (such a GDPR and CCPA) and how this impacts customer data management.

• Proven experience working directly with senior executive leadership and ability to lead data programs with impact across multiple business units and/or companies.

• Expert communicator in written and verbal form; ability to work well with executives, technologists, and able to lead and influence across all levels of the organization.

Preferred Qualifications:

• Inspiring leader with a driven, results-focused attitude that is able to drive multiple large initiatives concurrently across cross-functional teams (Product, Engineering, Customer Success, Product Marketing, SIs, and more).

• Strategic problem solver who simplifies problems to their core elements and finds creative solutions.

• Driven by the opportunity to create products, with a get-it-done mindset and a strong bias towards action. 

• Advanced Salesforce product knowledge is a plus.

• B2B customer data experience is a plus.

• Experience working with Customer Data Platforms (CDP) and DMP’s a plus.

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