Senior Digital Content Strategist

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.

Customer Success

You will be working across various customers you will build content strategies that align with the Salesforce and Customer Success product roadmaps and business priorities. You will help take our digital customer onboarding and adoption content to the next level.

You’ll identify, review, and map content into strategies to meet customer objectives. You’ll also help fill gaps to ensure we have content for all of our audiences, determining what form the content should take, where it should live, and how it will find its audience.

The successful candidate will lead collaborative, data-driven planning; establish relationships; and have a passion for driving 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

At 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.

For Washington-based roles, the base salary hiring range for this position is $105,600 to $145,200.

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.