CSG Product Senior Analyst - NPI Operations

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The Customer Success Group's (CSG) Offer Management team is a product management organization that productizes and monetizes the CSG capabilities that will help customers realize business value from their Salesforce technology investment. This team is a "messenger of the market" to the rest of the CSG organization, identifying the best market segments and opportunities for Success offers. We maintain a multi-year roadmap for our portfolio, develop research-backed business cases for offer development and positioning, and manage the entire portfolio from design to end of life. We adhere to a governance framework to effectively manage and coordinate cross-functional work. Once offers are launched, we measure offer performance and identify changes to improve the experience customers and Salesforce employees have with our offers.

Role Description:

The CSG Product Operations team is seeking an experienced and motivated Operations Specialist to join our team. This role will be instrumental in ensuring our products are easy to buy, sell, and deliver, while driving strategic product launches and initiatives. You will assist in roadmap planning, prioritize initiatives, and execute on key deliverables throughout the product lifecycle, from launch to post-launch support. Primarily, you will be aligned to Salesforce's New Product Introduction (NPI) process, working cross-functionally with Product, Operations, Legal, and delivery teams to ensure the successful launch of CSG Products.

Responsibilities & Impact:

Success will be measured by the overall performance of the product launches, ability to meet timelines and overcome obstacles, and efficiency in development of processes.

Product Launch & Roadmap Support:
-Assist in the execution of product roadmaps, working closely with offer managers and other stakeholders.
-Support product launch planning, ensuring all necessary steps are in place for a smooth and successful launch.
-Coordinate between product, sales, and operations teams to align priorities and timelines.

Product Operations:
-Serve as CSG strategic advisor, aligning business priorities, product support models, and Salesforce customer success monetization strategy.
-Understand how new products will function and how that relates to Success Plans
-Audit all new products to ensure proper configuration pre and post launch.
-Track decisions made on NPIs to identify gaps and outcomes related to selling motions, provisioning, and success plan entitlements.
-Ability to collaborate cross-functionally with multiple stakeholders.
-Ability to understand complex product models.
-Familiarity with project management, following products from beginning to end.

Product Governance:
-Maintain CSG data quality on all active products in Salesforce catalog through product lifecycle
-Update internal tracking sheets with updated product information post launch.
-Update legal and customer facing documents with new product offerings and how they will be supported.
-Perform monthly and quarterly audits to ensure product hygiene and coverage provisioning.

Continuous Improvement:
-Identify areas for process improvement and work with teams to implement best practices in product operations.
-Contribute to streamlining product workflows, reducing friction, and enhancing overall product effectiveness and customer satisfaction.

Qualifications:

-2+ years of experience in product operations, sales operations, or a related field.

-Degree or equivalent relevant experience required. Experience will be evaluated based on the Values & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
-Strong project management and organizational skills, with the ability to manage multiple initiatives simultaneously.
-Experience working with cross-functional teams, including product, sales, and customer support.
-Excellent communication skills, both written and verbal.
-Proficient in tools like CRM systems (Salesforce, HubSpot), Microsoft Office Suite, Google Workspace and Tableau.
-Knowledge of product lifecycle management, sales enablement, and provisioning governance is a plus.

Desirable Skills:
-Salesforce Administrator Certification and Salesforce Trailhead Academy Trailblazer Status
-Familiarity with product development processes
-Analytical mindset, able to gather insights and data to inform decision-making.
-Ability to adapt in a fast-paced, dynamic environment

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.

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