Email Operations Manager, Salesforce Digital Customer Success

1 day ago

Atlanta, Georgia, United States Salesforce Inc Full time
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.

Role Description

At Salesforce, our customer's success is our success. Our Global Customer Success team works directly with our customers to help them get the most value from their investment. We advise and guide a wide variety of customers, ensuring they launch our products successfully, adopt them widely and continuously gain business value throughout the customer journey - thus leading to advocacy and renewal.

Job Details

As a key member of our growing Digital Success team, you will have an extraordinary opportunity to build and manage the next generation of email campaigns and digital programs that guide our paid customers through critical moments in their customer journey. You will apply your expertise in email operations to ensure they successfully adopt and get the most value from our products. Your responsibilities will include:

  • Identifying 'moment of truth' data triggers to inform email campaign strategies
  • Designing and implementing engaging targeted email journeys based on advanced segmentation
  • Developing and driving data strategies to optimize email performance and customer engagement
  • Managing the end-to-end email operations process, from campaign creation to deployment and analysis
  • Supporting the operations of customer programs across our digital tools and platforms, with a focus on email marketing technologies
Your Impact

Support the Digital Success team in creating campaigns, including email building, audience data definition, journey setup, and performance tracking. Utilize data to segment the customer base effectively for targeted and personalized email campaigns. Work with Digital Success Programs Managers to define campaign requirements and align with email channel standard methodologies. Define data needs to support the Digital Success team's future email programs and work with operations and data engineering teams to add to our marketing tools. Develop ongoing strategies to enhance email journey performance, including segmentation and A/B testing. Strategically solve problems to ensure high quality execution and email deliverability. Ensure the accuracy and quality of email campaigns, including content, links, and images, before deployment. Document campaigns and processes while maintaining alignment with our marketing operations team. Report regularly on email campaign performance, communicating impact and value to Customer Success leadership. Maintain email templates and align with our Brand team to ensure a consistent experience for our customers. Manage shared platforms for webinar and event creation, including coordinating licenses, documenting standard methodologies, and working with internal teams to build data integrations. Ensure consistent usage of email names, audience exclusions, links, and UTM parameters across Digital Success email and web programs.

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