Job Description Description: Salesforce is the global leader in customer relationship management (CRM) software. We pioneered the shift to cloud computing, and today we/u0019re delivering the next generation of social, mobile and cloud technologies that help companies revolutionize the way they sell, service, market and innovate/u0013and become customer companies. We are the fastest growing of the top 10 enterprise software companies, the World/u0019s Most Innovative Company according to Forbes and one of Fortune/u0019s 100 Best Companies to Work For. Our /u001Cmore human, less corporate/u001D culture is built around doing work that matters, winning as a team and celebrating success Aloha-style. Ready to find your dreamjob? Description: The Salesforce Customer Intelligence team is seeking an experienced, passionate and innovative individual for our Voice of the Customer (VoC) program. This effort is part of Salesforce/u0019s ongoing efforts to help our internal customers achieve outstanding business value by using our products and services. The successful candidate will be responsible for aligning our Voice of the Customer strategy across multiple channels (surveys, social, direct feedback), segmenting, analyzing and correlating results, divining trends, and delivering recommendations to our customer-facing teams to address potential customer satisfaction issues. The analyst will collaborate strategically with cross-functional teams from other lines of business to ensure alignment around VoC strategy, diagnosis and areas for improvement. He/she will help lead the insight, strategy, and programs necessary to drive customer success and lifetime relationships. WWCD Key Responsibilities: ? Build a long-term VoC vision & roadmap for an integrated focus on customer satisfaction. ? Develop, deliver and drive the overall strategy, process and programs to aggregate and respond to customer feedback. ? Build a customer lifecycle that fuels customer adoption, success, loyalty and consumption based on user feedback. ? Collect, synthesize, and integrate information from various data sources. ? Become an evangelist of findings based on customer insights across cross-functional teams. ? Build bridges between teams and people, and communicate status clearly, concisely, and accurately, especially with senior executives. ? Ability to facilitate efficient and productive meetings that people look forward to attending. ? Own activities around our quarterly VoC alignment across department leadership. ? A willingness to do what it takes to get things done. ? Sense of humor and collaborative attitude. Required Skills/Experience: ? Unique passion for measuring and analyzing customer satisfaction from numerous sources. ? Creativity and innovation in discovering actionable results from large volumes of data using statistical methods. ? Experience with collecting and analyzing web-based user behavior data. ? Proven ability to lead and succeed in a collaborative, cross-functional and matrixed environment. ? Excellent spoken and written communication as well as receptive listening skills, and the ability to present complex business ideas in a clear, concise fashion. ? Strong time management, planning, and prioritization skills. ? Minimum 5 or more years of experience in a customer-facing role for a technology, business strategies, or SaaS company. ? BS/BA or equivalent. in a customer-facing role for a technology, software, or SaaS company. What you get to do every day: ? Ensure completion of on-going VoC activities and provide necessary coordination with other organization departments. ? Engage and coordinate with customers to ensure a great user experience and constructive discussions at meetings. ? Set up and maintain an appropriate communications infrastructure including team meetings, status reporting, and informal conversations to track program status and keep stakeholders up to date. ? Improve the VoC program by partnering and leveraging technical resources across the company, or by procuring new tools. ? Develop and maintain key VoC metrics that the VoC team will operate by. ? Cultivate a culture of openness and transparency to increase the likelihood of program success. Company Description: TalentBurst is an award winning IT, Accounting & Finance staffing firm headquartered in Boston with offices in San Francisco, Miami, Milwaukee, Toronto, Bangalore, and Gurgaon. Our clients include the leading social media, technology, banks, utilities, pharmaceutical, and biotech companies. We work with 75 of the Fortune 500 companies. Our recruiting team is one of the most successful in the industry and has a strong reputation for treating our employees well and helping you find your next dream project. Benefits At TalentBurst, one of our founding principles has been to provide our employees with the best benefits available. Benefits we have available include: ? Health, Dental, and Vision Plan ? 401(k) Plan ? Life Insurance ? Immigration assistance ? Credit Union Membership ? Direct Deposit ? Vacation pay (only for FTEs) Associated topics: business, business analysis, business systems, business systems analyst, client, consult, consultant, market, marketing, sales
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.