Description
Join Salesforce as a Customer Success Operations Manager and play a critical role in driving customer success through operational excellence. You will develop and execute operational strategies aligned with company goals, lead service/operations enhancement projects, and partner with stakeholders to drive transformation.
Responsibilities:
- Program Management: Develop and execute operational strategies aligned with company and organizational goals, support the organizational impact of programs through data, and execute and manage improvement cycles
- Project Management: Lead service/operations enhancement projects (including global initiatives) in a PM/PMO capacity
- Change Management: Partner with stakeholders across departments to lead transformation driven by various programs and projects, and drive early adoption of new ways of working within delivery teams
- Process Improvement & Operational Efficiency: Identify opportunities for improvement, and plan and execute improvement plans to optimize operations without being constrained by existing approaches
- Performance Monitoring & Analysis: Track key performance indicators (KPIs), analyze operational data, and define issues based on insights
- Cross-Functional Collaboration: Partner with other departments to ensure smooth coordination and alignment of operational activities
Requirements:
- Strong leadership and management ability , motivating and guiding teams, fostering collaboration, and improving performance
- 3+ years of hands-on experience in project or program management
- Excellent communication skills , able to communicate effectively with diverse stakeholders, including business leaders, and have experience working with global team members
- Native-level Japanese and business-level English
- Deep knowledge of business operations , understanding diverse operational processes, best practices, and industry trends
- Strategic thinking and problem-solving ability , developing and executing effective operational strategies and responding to challenges
- Experience implementing IT systems , familiarity with relevant technology and systems that support operational activities
- Data analysis and reporting skills , analyzing operational data, identifying trends, and producing reports that support decision-making
Nice to Have:
- Management experience in Salesforce implementation projects or related DX projects
- Experience in Customer Success support or Technical Support based on Salesforce products
- Experience actively adopting AI for operational improvement
- Project management / change management certification