Salesforce

Customer Success Manager

• The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform.
• This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations.
• The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems.
• Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
• Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle.
• Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
• Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
• Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing.
• Drive adoption of Sales and Service Cloud features with reps, agents, managers, supervisors, and ops teams.
• Track usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores).

Customer Success Manager – Core, Sales & Service Clouds, HLS

Communications

• Build and own quarterly communications on behalf of the executive
• Drive initiative communications, including weekly pipeline emails and bi-weekly BLT updates
• Lead end-to-end planning for All-Hands Communications (AHCs)
• Join customer meeting debriefs and draft follow-up notes
• Draft and maintain the executive's annual V2MOM
• Build compelling talk tracks, content, and presentation decks
• Source, vet, and secure speaking opportunities
• Recommend and coordinate peer or customer speakers
• Own all event logistics and production coordination
• Partner with PR counterparts to develop talk tracks

Executive Communications Lead

Sales Operations Manager

• Orchestrate the design and implementation of all aspects of the Go-To-Market plan under the annual sales strategy planning cycle
• This includes account segmentation, resource allocation, territory assignment, compensation, quota setting, etc.
• Define key performance metrics and targets, build reports and dashboards to derive insights into the health of the business, identify areas of weakness, and present improvement recommendations to sales leadership
• Perform ad-hoc analyses across multiple data sets and tools (examples of analyses include customer segmentation, sales participation, propensity to buy, white space, etc.)
• Drive forecast management excellence to ensure sustained, predictable growth across all business units, coordinate weekly forecast calls to track status of sales pursuits
• Create executive-level presentations for both local and global leadership reviews; organize quarterly business reviews
• Assist in troubleshooting of operational issues as they surface; propose changes to systems and processes to fix root causes

Sales Strategy Manager

Artificial Intelligence

• Serve as a main technical voice for your account team
• Build deep, trusted relationships with C-suite and technical stakeholders
• Demonstrate how Salesforce's capabilities complement OpenAI's models
• Take ambiguous business problems and apply AI-first mindset
• Guide customers through solution evaluation and analysis
• Conduct deep-dive discovery with engineering, IT, and business teams
• Design and deliver compelling product demonstrations
• Orchestrate cross-functional solution teams
• Maintain understanding of the current AI competitive landscape
• Act as a feedback loop between OpenAI and Salesforce’s Product organization

Lead Account SE, Strategic AI

Full-stack Engineer

• Deliver cloud infrastructure automation tools, frameworks, workflows, and validation platforms on our public cloud platforms such as AWS, GCP, Azure, or Alibaba
• Designing, developing, debugging, and operating resilient distributed systems that run across thousands of compute nodes in multiple data centers
• Using and contributing to open source technology (Spinnaker, Zookeeper, etc.)
• Developing Infrastructure-as-Code using Terraform
• Writing micro-services on containerization frameworks such as Kubernetes, Docker, Mesos
• Resolving complex technical issues and drive innovations that improve system availability, resilience, and performance
• Participate in the team’s on-call rotation to address complex problems in real-time and keep services operational and highly available
• Leverage AI Tools (Cursor, Claude) to deliver improved Cycle time as part of feature delivery and technical debt
• Develop test strategies, design automation frameworks, write unit/functional tests to drive up code coverage and automation metrics

Software Engineer – MTS

Solutions Engineer

• Partner with Account Executives to drive complex, multi-stakeholder deal cycles across industries to solve diverse mission-critical business problems
• Drive the discovery process, helping to uncover customers' current pain points and align to their business objectives
• Prepare and deliver high-impact presentations and demonstrations that communicate Slack's unique value
• Partner with customers to design Slack-based solutions that drive value and significant business impact
• Ensure customers understand how Slack's industry-leading security program protects their organization
• Support security, compliance, and architecture conversations and address technical objections
• Guide customers through the evaluation process of Slack, ensuring that our solution meets key business objectives and technical requirements
• Contribute to the success of a rapidly growing and evolving SE organization
• Act as a liaison between Product, Marketing, and Sales, sharing customer feedback to help craft the product roadmap
• Mentor and coach other SEs, account teams, and partners on positioning Slack as the Agentic OS (Slack's AI-powered platform for automating and connecting work across your organization)

Solution Engineer

Product Manager

• Define and execute a 12–18 month product roadmap for core ITSM capabilities, balancing technical tradeoffs, business value, and operational risk
• Lead the transition from traditional ITIL process models to a modern, agile product operating model grounded in DevOps and SRE principles
• Plan, track, and deploy agentic use cases using Agentforce and Data Cloud — replacing manual control points, automating pipeline gating, and enabling predictive operational risk management
• Partner closely with the Service Desk and Asset Management Product Managers to break down functional silos and deliver a unified enterprise service delivery experience
• Serve as Customer 0 for Salesforce's ITSM product — validating platform capabilities through internal deployment and channeling high-fidelity feedback to Technology & Product engineering teams
• Lead the conceptual framework for business capability mapping, aligning App360X (APM), Tech Catalog, and CMDB into a coherent service architecture
• Establish composite Service Health Scorecards and Tableau dashboards to track deployment velocity, change failure rates, and enterprise SLA performance
• Manage the product backlog using Agile/Scrum best practices, filtering requests and driving focus on the highest-impact initiatives

Senior Product Manager, Enterprise Service Management

• Drive Tangible Outcomes through Hands-On Implementation: Be responsible for the end-to-end technical delivery of complex AI solutions, personally writing critical code, configuring systems, and troubleshooting issues, while also guiding and reviewing the work of junior team members to ensure successful deployment and measurable business impact.
• Build Transformative AI Solutions: Take primary ownership of designing, developing, and personally implementing high-quality, scalable production systems. A significant part of this will involve architecting and deploying complex AI and Large Language Model (LLM) based intelligent agents and automated workflows, all built on top of the Salesforce platform.
• Engineer Bespoke Agentic AI Solutions: Work directly with customers to design and build custom intelligent agents using the Agentforce platform, ensuring they precisely meet unique business requirements and integrate seamlessly with existing customer ecosystems.
• Data Configuration & Integration: Own the entire data lifecycle, from strategic design of data models to hands-on building of efficient processing pipelines and establishing seamless integration strategies. You'll ensure data is always ready, optimized, and secure for our advanced AI applications, often navigating complex enterprise data environments.
• Proactively Remove Technical Blockers: Identify, analyze, and directly resolve the most complex technical challenges during all phases of solution delivery, from intricate data integration to sophisticated model deployment and advanced agent orchestration. You'll be the ultimate go-to expert for unblocking progress.
• Drive Agentforce Innovation: Become a foremost expert in our innovative Agentforce platform, pushing its capabilities to the limit. You'll lead the development of bespoke intelligent agents, automate intricate business processes, and craft intuitive user experiences. Your insights from the field will directly influence future product enhancements and help shape the strategic direction of our platform, often representing the voice of the customer in product discussions.
• Become a Trusted Strategic Partner: Embed yourself deeply with client teams to truly grasp their operational challenges and strategic goals. You'll translate these nuanced needs into clear, actionable technical requirements and solution designs, building strong relationships as their primary technical advisor and leading technical discussions.
• Conduct Deep-Dive Technical Debugging and Root Cause Analysis: Perform detailed analysis, debugging, and root cause identification for complex system interactions, data flows, and AI model behaviors to optimize performance, ensure reliability, and prevent recurrence of issues.
• Lead Rapid Prototyping and Iteration: Quickly develop proofs-of-concept and minimum viable products, often coding alongside client teams to demonstrate capabilities and gather feedback for iterative refinement, setting the pace for rapid delivery.
• Implement and Enforce Best Practices: Directly apply and evangelize engineering best practices for code quality, scalability, security, and maintainability across all deployed solutions, serving as a technical role model.

Forward Deployed Engineering Lead

Engineer

• Own the roadmap for process blueprints and automation solutions, balancing strategic direction with foundational execution needs
• Own the feature lifecycle for specific components from discovery through launch and iteration
• Identify operational inefficiencies, manual processes, and automation opportunities across customer and internal workflows
• Partner with customer-facing team leaders to map and analyze customer requirements for new solutions
• Build solution blueprints and workflow automations using current platform features
• Work directly with AI agents and prompting tools to design automated, enterprise-grade solutions
• Validate, test, and iterate blueprints for accuracy, consistency, and performance
• Translate high-level strategic goals and customer requirements into clear Product Requirement Documents (PRDs), user stories, and technical acceptance criteria
• Manage the product backlog, prioritize sprints, and drive consistent delivery using Agile methodologies
• Document solution architecture, demonstrations, and implementation guidelines
• Conduct user interviews and quantitative analysis to deeply understand customer pain points and identify product opportunities
• Act as the voice of the customer within the development process
• Partner with Engineering and Design (UX/UI) to ensure technical feasibility and intuitive user experiences
• Provide structured, detailed feedback to Product Managers regarding feature gaps and enhancements needed to support scalability
• Support rollout and enablement of blueprint solutions across teams and customers

Forward Deployed Engineer

Director

• Devise and Execute the Strategic Narrative: Translate company vision into a multi-channel communications roadmap for the Agentic Enterprise
• Curate Influence: Identify and empower internal visionaries and pioneering leaders
• Drive Outcome-Centric Storytelling: Shift communications from feature-based to outcome-based storytelling
• Maintain Technical Integrity: Serve as a bridge between product and the public, simplifying complex concepts without losing accuracy
• Lead High-Performing Team: Foster a culture of technical fluency, rapid iteration, and execution during agenda-setting launches

Senior Director, Product and Tech Comms

• Design, build, and operate scalable, secure, and reliable service mesh infrastructure that underpins service-to-service communication across Slack's platform.
• Implement and maintain core service mesh capabilities — including service discovery, observability, traffic routing, mTLS, and policy enforcement.
• Troubleshoot and resolve production issues spanning distributed systems, Kubernetes environments, networking layers, and Linux-based infrastructure.
• Drive improvements in platform reliability, performance, and operational efficiency through thoughtful automation and tooling.
• Contribute enhancements and fixes to internal tooling and open-source technologies, including Envoy.
• Play an active role in incident response and operational excellence, helping uphold platform availability and service-level objectives (SLOs).
• Stay ahead of emerging cloud-native and service mesh technologies and bring best practices into the team's work.

Software Engineer I – Service Network

Architect

• Lead your team to serve a portfolio of Slack's largest and most strategic customers, ensuring those customers successfully adopt, deeply integrate, and continuously derive business value from Slack
• Develop the strategy, programs, and operational cadences to effectively leverage your team's technical depth and deliver best-in-class engagements across customer segments
• Advocate for your customers and your team by driving alignment across Account Success, Product, and Support
• Build and develop a high-performing team that lives Salesforce's values, empowering your Success Architects to be the definitive technical resource for enterprise customers
• Directly influence customer health, retention, and expansion outcomes by ensuring your team delivers high-quality engagements across the full Success Architect portfolio
• Contribute to Slack's Customer Success vision and strategy, and deliver team targets and key metrics through operational excellence and disciplined execution
• Engage in account strategy for key and at-risk customers, model technical best practices for your team, and develop case studies and references that showcase the value of Slack at scale
• Align the full Slack ecosystem to customer needs and foster a vibrant, inclusive team culture that inspires people to do their best work

Senior Manager, Slack Success Architect

Operations

• Build, lead, and develop the Product Operations & Delivery organization — including hiring strategy, role definition, performance management, and career development
• Define and continuously evolve the operating model for requirements intake, backlog governance, quality standards, and delivery readiness criteria across DET
• Establish best practices and structured approach with the tools used for Product Development Life Cycle and Software Development Life Cycle
• Evolve agentification and AI tool enablement to the team and program operating model
• Help drive the definition of product requirements intake and prioritization within program structures
• Translate high-quality, delivery-ready requirements — reducing rework, accelerating delivery, and improving adoption at scale
• Partner with Process Engineering & Optimization (PEO) leadership to ensure as-is and to-be business process changes are accurately translated into product-ready requirements
• Serve as a trusted advisor to senior business and technology leaders, providing clarity, recommendations, and tradeoff decisions related to requirements strategy, delivery readiness, and execution risk
• Establish enterprise standards for requirements quality, traceability, acceptance criteria, solution validation, UAT support, and release readiness
• Proactively identify and mitigate delivery risks, dependencies, and readiness gaps related to requirements quality, process change, or stakeholder alignment
• Define and track KPIs for requirements quality, delivery readiness, rework reduction, delivery predictability, and business adoption
• Represent Product Operations & Delivery in senior forums, driving alignment across business, product, and delivery stakeholders

Director, Product Delivery – Operations

Data Engineer

• Own the roadmap for the CSS data platform
• Establish architectural principles and governance standards
• Drive convergence across product analytics, ML infrastructure, and AI data foundations
• Represent data engineering at the executive level
• Set and uphold the technical bar for distributed data systems
• Lead and grow multiple engineering teams
• Build a culture of ownership and accountability
• Build deep partnerships across various teams
• Influence Salesforce-wide standards for data and AI engineering

Director, Data Engineering – Customer Success Score

• Correctly scope projects (people, skills, timeframe) to deliver on clients’ requirements
• Bring best practices to each client engagement through your deep platform expertise by providing Subject Matter Expertise related to Salesforce Core/PSS products
• Provide oversight and governance for pre-sales solutioning and architecture on large multi-cloud implementations
• Positively impact client Services renewals (when applicable) by aligning customer success with professional services roadmap.
• Align closely with Account and Services Sales team by leading pre-sales activities such as the development of client-specific proposals, SOWs, staffing plans, engaging with other SMEs across the organization to gain consensus on an acceptable proposal as necessary
• Successfully manage multiple strategic clients simultaneously
• Recognized as a valuable and trusted advisor by our customers and other members of Salesforce and continue to build a reputation for excellence in professional services
• Inspire people to do the best work of their careers, being a multiplier, amplifying the knowledge and capability of the people around you while continuing to provide an inclusive workplace as one of Best Places to Work.
• Show continued professional growth and development