Salesforce.com, Inc Senior Program Manager, Security Customer Enablement in Burlington, Massachusetts
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Products and Technology
Salesforce - the leader in enterprise cloud computing and the #1 place to work according to Fortune magazine - is seeking a Senior Program Manager of Security Customer Enablement with a strong communications background a passion for helping customers confidently adapt to emerging technology. If you love bringing structure to complex problems, creating and executing cross-functional project plans, and thinking obsessively about customer experience, consider joining this growing team dedicated to helping customers meaningfully understand and prepare for the impact of security changes on their use of Salesforce products.
As a Senior Program Manager of Security Customer Enablement, you will act as the guardian of our customers’ trust to help engineering teams assess the impact of their changes on customers, develop enablement and communications plans to get customers and the teams that support them ready for security changes, and work across stakeholders to develop channels that will work together to deliver a seamless customer experience when changes are implemented.
You will be primarily responsible for:
Developing and executing cross-functional enablement plans to help prepare customers and the field teams supporting them prepare for security-related changes to their use of Salesforce.
Asking meaningful scoping questions to help engineering teams measure and analyze the impact of their changes to customers.
Leading projects focused on enhancing Salesforce customers’ understanding of technical changes.
Developing and finalizing reports, presentations, metric analyses, and other materials related to the enablement plans you own.
Identifying and driving key process improvements related to team operations and customer experience.
Crafting the strategic messaging and communications (e.g. customer notifications, internal talking points, frequently asked questions) used to notify impacted entities about a security change.
Acting as guardian of customer trust by ensuring consistent messaging across engineering, support, success, and security teams.
Drafting executive communications for delivery to senior leadership.
Building and maintaining strong relationships with other communications teams and stakeholders, including Legal, Public Relations, Customer Success, and executives within the organization.
5-10 years experience in the technology, information security, or related industry.
Ability to develop structure and strategy to solve ambiguous problems.
Ability to analyze and respond to new, unfamiliar information quickly.
Ability to communicate complex concepts effectively and clearly to both technical and non-technical individuals.
Ability to effectively balance and develop key deliverables and execute on strategic roadmaps.
Ability to work well under pressure, responding to and appropriately prioritizing multiple requests with a sense of urgency.
Ability to work effectively with key stakeholders to identify process enhancements aimed at improving the customer experience.
Ability to operate under minimal supervision and oversight.
Strong verbal and written communication skills with experience in preparing client-ready deliverables that are well written, follow a style guide, and communicate a message effectively.
Bachelor’s degree in a related field (e.g. Communications, Public Relations, Journalism, Computer Science, Business, etc.)
Track record of success in delivering high-quality work in a fast-paced and dynamic environment.
Ability to work effectively independently as well as in a team-based environment within a matrixed, global organization.
Strong interpersonal skills and ability build trust and effective partnerships with key stakeholders.
Familiarity with creating and maintaining KPIs and KRIs and using analysis to measure effectiveness and impact.
Proactive and efficient in nature.
Excellent organizational skills and ability to manage multiple timelines and commitments.
Proven record of driving innovative change.
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