Job description
About Salesforce
We’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.
Job Category
Customer Success
Role
Senior Content Strategist - Customer Success
Responsibilities
- Work cross-functionally with customers, instructional designers, writers, and creatives to develop digital content across channels (including email) that is engaging, impactful, and drives business value
- Conduct Program discovery with key collaborators and develop a content strategy with a customer-first approach
- Work with collaborators, SMEs, and Content Developers to build onboarding and adoption customer experiences for Success Plan customers
- Lead content development projects from start to finish
- Understand the complexities of Salesforce product/technology so you can identify content that communicates how it works and why it matters
- Understand existing content (i.e. Success Engagements, Expert Coaching Programs, Trailhead, etc.) and how it aligns with the “right content at the right time” approach
- Identify content gaps and build content that maps to customer audiences and journeys
- Assist in writing and copy review as needed; review copy for voice, tone, and accuracy
- Lead and refine existing content in need of refresh and/or reinvent
- Review content analytics to understand customer impact and advise future content creation decisions
- Prioritize and lead commitments optimally in a fast-paced environment
- Help the team stay abreast of digital customer success industry trends and innovations
Preferred Qualifications/Skills
- 4+ years of related experience in content strategy, content development, B2B digital marketing, creative, program management, or equivalent skills
- Degree or equivalent confirmed experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
- Excellent communication skills, both written and verbal
- Highly collaborative teammate who excels in a sophisticated, matrixed environment
- Able to lead all aspects o multiple work streams simultaneously and be equally comfortable delegating or owning tasks
- Experience developing a variety of content assets
- Understanding of how to communicate across digital channels, including email, landing pages, in-app, community
- Strong short-form writing and copy-editing skills
- Analytically inclined, outstanding organizational skills with thorough attention to detail
- Strong project management skills, including leading projects from start to finish, developing and working toward set deadlines, identifying project goals, and tracking progress
- Strong background in developing and performing persona-focused and/or industry-specific marketing campaigns
- Ability to work effectively with a geographically dispersed team
- Able to work independently and be a self-starter, prioritize, multitask, and perform effectively
- A steadfast focus on the customer experience
- Experience with Salesforce and/or CRM applications
Accommodations
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Posting Statement
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