Business Process & Tools

Job description

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 Category Operations Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. This Cloud Success Experience Manager Role will be responsible for supporting the design and continuous improvement of our Success Guide experiences, working closely with cross-functional partners across the Education Experience organization and beyond.Using Experience Design methodologies, this role will collaborate with stakeholders to understand business needs, document requirements, design improved customer and internal workflows, and help drive implementation in partnership with our operations and technology teams. The goal is to create experiences that reduce friction, increase efficiency, and enable scalable, high-quality delivery across our systems of engagement.The ideal candidate has strong program management and experience design skills, is detail-oriented, and is comfortable driving initiatives from concept to execution. This individual will be curious, collaborative, and customer-obsessed — passionate about improving processes and experiences that make a meaningful impact for both customers and internal teams. Primary Responsibilities • Apply Experience Design principles to help identify, design, and document improved end-to-end experiences for customers and internal delivery teams. • Partner closely with business stakeholders to gather requirements through interviews, workshops, and surveys. • Translate business needs into experience maps, workflows, and “jobs to be done.” • Support alignment with key stakeholders by presenting findings, recommendations, and proposed experience designs. • Collaborate with cross-functional teams (operations, technology, program management, and delivery) to support implementation and ensure design intent is achieved. • Participate in User Acceptance Testing (UAT) and other quality checkpoints to validate experience outcomes. • Contribute to the development of frameworks, templates, and documentation to support scalable, repeatable design processes. • Support the design of customer and user journeys that improve time to resolution, drive efficiency, and enhance satisfaction. • Partner with analysts and technical teams to connect experience design outputs to system and process requirements. • Contribute to executive storytelling and reporting using Google Slides, Figma, Lucid Chart, and/or Miro. • Embody the Salesforce values of Trust, Customer Success, Innovation, and Equality in all work. Preferred Qualifications • 4–6 years of Experience Design/ Process Improvement required • Strong collaboration and communication skills with the ability to work effectively across functions and levels. • Experience gathering and synthesizing requirements, mapping processes, and designing improved workflows. • Familiarity with Experience Design or Service Design methodologies. • Demonstrated ability to manage multiple priorities and navigate ambiguity. • Experience in SaaS, Cloud, or Enterprise environments preferred but not required. • Process improvement Certification (e.g., Lean, Six Sigma) a plus. • Salesforce Certs Admin 201. Service Cloud a plus • Strong presentation skills with the ability to create compelling visual narratives using Google Slides. 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. Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form<