Salesforce
Marketing and Community Communications Senior Manager, Customer Feedback
Salesforce, San Francisco, California, United States, 94199
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 CategoryMarketing & Communications
Job DetailsAbout SalesforceWe’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.The Research & Insights team plays an integral role in helping to transform the future of Salesforce. We ask our customers important questions because their honest feedback is crucial to our company's growth. Our organization analyzes data to drive innovation and decision-making that reflects the reality of how our customers use Salesforce - in, between, across, and around product clouds. Our findings inspire partners to build better experiences and develop products that best serve our customers' needs. From the initial spark of an idea to our customer success, we share comprehensive and deep insights that balance both business and customer needs.
We are looking for a self-starting, team-oriented, and passionate marketer to develop and drive an internal and external marketing strategy to further elevate the great work our team is doing to our different partner groups. The Marketing and Community Manager role is an opportunity to support a growing team that is responsible for collecting customer feedback at scale through both IdeaExchange, Salesforce’s public-facing feedback tool, as well as our internal Voice of the Customer tool.
Job Details:
The IdeaExchange helps Salesforce collect customer feedback and insights at scale. Voice of the Customer is Salesforce’s internal tool used to collect customer feedback from customer-facing Salesforce employees (e.g. sales and support teams). These two tools align to give Salesforce a 360° perspective on our customers’ jobs to be done, which informs our product teams’ roadmaps. This position will place you right at the center of the action, providing an opportunity to make an impact on our customer’s product experience and guide our product teams’ vision for the future of Salesforce products.
The Marketing and Community Manager will develop the internal and external marketing strategy for these feedback tools and the programs that support them; create assets and materials to support marketing efforts; track and manage program achievements; perform stakeholder management; and collaborate cross-functionally to deliver on our marketing strategy. The Marketing and Community Manager will also serve as the customer community liaison to build, drive, and improve customer trust and engagement around the IdeaExchange product. The ideal candidate for this role has experience developing and leading large-scale marketing strategies from the ground up within a large organization as well as managing direct customer engagement. This role will report directly into the Senior Director of IdeaExchange and Voice of the Customer.
In this role you will:Develop and implement an internal and external marketing strategy for the IdeaExchange and Voice of the Customer tools and programsManage and continually improve external marketing communications with the IdeaExchange CommunityManage and evolve internal communications with Product Management and other Salesforce stakeholdersOwn and maintain IdeaExchange brand and messaging across all channels including web, social, community channels, and events; create and update assets as needed (including creative)Pilot new marketing channels to drive interaction and increase new users within IdeaExchange and associated activities (i.e blogs, virtual events, podcasts, webinars, etc.)Lead strategy & execution for customer events serving the IdeaExchange communityDevelop an engagement strategy, participate, and drive communications in the Salesforce Trailblazer IDX community groupTrack top ideas and comments and engage the community in discussionsFacilitate feedback gathering from the community on IdeaExchange roadmapsHelp us glean the best opportunity areas, trending customer themes, and raise risks
PROFESSIONAL EXPERIENCE/SKILLS REQUIRED:
6-8+ years minimum of relevant work experience in large-scale internal and external marketing initiativesProven ability to develop complete internal and external marketing plans for a large organizationStrong written and verbal communication skills and experience working with both technical product resources and customersStrong operational experience in identifying problems and developing solutions at scale to gain efficiencies and foster productivityExperience managing social channels such as LinkedIn, Facebook, Twitter/X, Discord, and large-scale community forumsGet-it-done attitude and confidence to pick up and lead new projects even in the face of ambiguityB.A./B.S. degree or equivalent work experience ( Experience will be evaluated based on alignment to the Competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer work, etc.)Asset design skills and familiarity with Adobe suiteAbility to travel to community events as needed throughout the yearPROFESSIONAL EXPERIENCE/SKILLS PREFERRED:Salesforce Marketer Certification and/or hands on experience with Marketing CloudExperience working with research, analytics, or technical environmentsExperience working with geographically distributed teams#LI-hyrbidAccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form .Posting StatementAt 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 www.equality.com and explore our company benefits at www.salesforcebenefits.com .Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. 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 does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce .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.
For Washington-based roles, the base salary hiring range for this position is $146,600 to $201,500.
For California-based roles, the base salary hiring range for this position is $159,900 to $219,900.
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.#J-18808-Ljbffr
Job DetailsAbout SalesforceWe’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.The Research & Insights team plays an integral role in helping to transform the future of Salesforce. We ask our customers important questions because their honest feedback is crucial to our company's growth. Our organization analyzes data to drive innovation and decision-making that reflects the reality of how our customers use Salesforce - in, between, across, and around product clouds. Our findings inspire partners to build better experiences and develop products that best serve our customers' needs. From the initial spark of an idea to our customer success, we share comprehensive and deep insights that balance both business and customer needs.
We are looking for a self-starting, team-oriented, and passionate marketer to develop and drive an internal and external marketing strategy to further elevate the great work our team is doing to our different partner groups. The Marketing and Community Manager role is an opportunity to support a growing team that is responsible for collecting customer feedback at scale through both IdeaExchange, Salesforce’s public-facing feedback tool, as well as our internal Voice of the Customer tool.
Job Details:
The IdeaExchange helps Salesforce collect customer feedback and insights at scale. Voice of the Customer is Salesforce’s internal tool used to collect customer feedback from customer-facing Salesforce employees (e.g. sales and support teams). These two tools align to give Salesforce a 360° perspective on our customers’ jobs to be done, which informs our product teams’ roadmaps. This position will place you right at the center of the action, providing an opportunity to make an impact on our customer’s product experience and guide our product teams’ vision for the future of Salesforce products.
The Marketing and Community Manager will develop the internal and external marketing strategy for these feedback tools and the programs that support them; create assets and materials to support marketing efforts; track and manage program achievements; perform stakeholder management; and collaborate cross-functionally to deliver on our marketing strategy. The Marketing and Community Manager will also serve as the customer community liaison to build, drive, and improve customer trust and engagement around the IdeaExchange product. The ideal candidate for this role has experience developing and leading large-scale marketing strategies from the ground up within a large organization as well as managing direct customer engagement. This role will report directly into the Senior Director of IdeaExchange and Voice of the Customer.
In this role you will:Develop and implement an internal and external marketing strategy for the IdeaExchange and Voice of the Customer tools and programsManage and continually improve external marketing communications with the IdeaExchange CommunityManage and evolve internal communications with Product Management and other Salesforce stakeholdersOwn and maintain IdeaExchange brand and messaging across all channels including web, social, community channels, and events; create and update assets as needed (including creative)Pilot new marketing channels to drive interaction and increase new users within IdeaExchange and associated activities (i.e blogs, virtual events, podcasts, webinars, etc.)Lead strategy & execution for customer events serving the IdeaExchange communityDevelop an engagement strategy, participate, and drive communications in the Salesforce Trailblazer IDX community groupTrack top ideas and comments and engage the community in discussionsFacilitate feedback gathering from the community on IdeaExchange roadmapsHelp us glean the best opportunity areas, trending customer themes, and raise risks
PROFESSIONAL EXPERIENCE/SKILLS REQUIRED:
6-8+ years minimum of relevant work experience in large-scale internal and external marketing initiativesProven ability to develop complete internal and external marketing plans for a large organizationStrong written and verbal communication skills and experience working with both technical product resources and customersStrong operational experience in identifying problems and developing solutions at scale to gain efficiencies and foster productivityExperience managing social channels such as LinkedIn, Facebook, Twitter/X, Discord, and large-scale community forumsGet-it-done attitude and confidence to pick up and lead new projects even in the face of ambiguityB.A./B.S. degree or equivalent work experience ( Experience will be evaluated based on alignment to the Competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer work, etc.)Asset design skills and familiarity with Adobe suiteAbility to travel to community events as needed throughout the yearPROFESSIONAL EXPERIENCE/SKILLS PREFERRED:Salesforce Marketer Certification and/or hands on experience with Marketing CloudExperience working with research, analytics, or technical environmentsExperience working with geographically distributed teams#LI-hyrbidAccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form .Posting StatementAt 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 www.equality.com and explore our company benefits at www.salesforcebenefits.com .Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. 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 does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce .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.
For Washington-based roles, the base salary hiring range for this position is $146,600 to $201,500.
For California-based roles, the base salary hiring range for this position is $159,900 to $219,900.
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.#J-18808-Ljbffr