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Job Category
Program & Project Management
Job Details
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The Customer Success Planning and Operations team is responsible for creating Customer Success business priorities, long-range and in-year plans, resourcing plans, business performance management, key corporate initiatives, and producing business insights and recommendations to enable customer value and achieve Agentforce, adoption, and attrition goals.
We are seeking a highly skilled and motivated Director of NPS (Net Promoter Score) Analytics to lead our Customer Experience analytics initiatives. This role involves driving insights from customer data, enhancing customer experience, and supporting strategic decisions through data-driven recommendations. The ideal candidate will have a strong analytical background, leadership skills, and a passion for understanding and improving customer journeys.
Responsibilities
-Lead customer experience analytic efforts.
-Develop and implement analytics strategies to measure and improve customer experience metrics.
-Link NPS data to operational, financial, customer, and product data to provide a comprehensive view of drivers of the customer experience.
-Analyze customer data to identify trends, patterns, and insights that inform business decisions.
-Create and maintain dashboards and reports to track key performance indicators (KPIs).
-Collaborate with cross-functional teams, including marketing, product, and customer service, to share insights and recommendations.
-Present findings and recommendations to senior management.
-Stay up-to-date with the latest analytics tools, techniques, and trends.
Qualifications
-Bachelor's degree in Business, Analytics, Statistics, or a related field; Master's degree preferred.
-10+ years of experience in customer experience analytics or a related field.
-Strong analytical and problem-solving skills.
-Proficiency in data analysis tools such as SQL, R, Python, and Tableau.
-Excellent communication and presentation skills.
-Ability to translate complex data into actionable insights.
Key Skills
-Data Analysis
-Reporting and Visualization
-Statistical Modeling
-Leadership
-Communication
Accommodations
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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.
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.
For New York-based roles, the base salary hiring range for this position is $193,800 to $281,100.
For California-based roles, the base salary hiring range for this position is $193,800 to $281,100.
For Illinois based roles, the base salary hiring range for this position is $177,600 to $257,600.
For Massachusetts based roles, the base salary hiring range for this position is $177,600 to $257,600.
Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.