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Salesforce.com, Inc Senior Program Manager, Security Customer Enablement in Burlington, Massachusetts

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

Products and Technology

Job Details

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.

Required Skills:

  • 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.

Desired Skills:

  • 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.

Accommodations

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

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 Salesforce and explore our benefits.

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. 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.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com (http://salesfore.com/) or Salesforce.org .

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.

Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.

Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the “Most Admired Companies in the World” and one of the “100 Best Companies to Work For” eleven years in a row, and named “Innovator of the Decade” and one of the “World’s Most Innovative Companies” eight years in a row by Forbes.

There are those who choose to work with the best and brightest. And then, there are those who want to do more than just a job. They are the ones improving lives, not only their careers. Having an impact now instead of later. Doing something that’s so much bigger than themselves, an industry, and their company.

We believe everyone can be a Trailblazer. Join Salesforce and discover a future of new opportunities.

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