Salesforce Hiring For Operations Analyst at Hyderabad / SecunderabadTelangana ,  Full Time

Job Category
Customer Success GroupJob Details

Salesforce.com is the global leader in customer relationship management (CRM) software. We pioneered the shift to cloud computing, and today we’re delivering the next generation of social, mobile and cloud technologies that help companies revolutionize the way they sell, service, market and innovate-and become customer companies. We are the fastest growing of the top 10 enterprise software companies, the World’s Most Innovative Company according to Forbes and one of Fortune’s 100 Best Companies to Work For. Our more human, less corporate culture is built around doing work that matters, winning as a team and celebrating success. Join the #FutureForce team as an intern or a new college grad and get on the path to your #dreamjob.
Salesforce Global Support is part of the Customer Success Group (CSG) and is a key pillar in delivering success to over 150,000 customers globally. We pride ourselves on a strong customer-centric culture, delivering a trusted world-class customer experience and offering the right level of engagement and expertise to meet customer needs. As Salesforce innovation grows and customers are digitally transforming, we expertly craft and tailor new services and offerings to ensure we’re serving our customers in the best ways possible.
The DCS Operations Analyst will help drive triage, documentation, process adherence and improvement, and hand-off of customer facing product and topic taxonomy to engineering to drive reporting, routing accuracy and a better overall customer experience. The role will also help triage, manage, and prepare capability and feature requests for the Salesforce Help ecosystem in partnership with Digital Experience Managers.
The ideal candidate has experience managing projects end to end, is detail oriented, process driven, and is comfortable influencing without authority to help drive the necessary actions to close out tasks. They also have great communication skills and can easily articulate program and project results, status, blockers, and mitigation plans on behalf of the broader team.
Responsibilities:
Manage the Salesforce Help Product & Topic Taxonomy Governance Process for all clouds and maintain regular agendas, release milestones and handoffs with an emphasis for on time delivery, and accurate information. Communicate changes, and time lines to the Governance Team, and to the broader Support Ecosystem with engineering, delivery, and digital support stakeholders.
This role will also help manage the end to end Capabilities and Feature Prioritization intake and process with the Digital Experience Team to help drive cohesion and clarity to all tasks seeking resources for delivery within an engineering planning cycle to ensure that all requirements for submission are complete and accurate before planning occurs.
This role is also expected to own and drive regular inflection points and check in communications on status of readiness for a given release or project.
Requirements:

• Flexibility to work into North America Hours and Eastern Standard Time as primary stakeholders will be based in North America.
• Minimum 2 years experience in project management, queue management, or triage and assignment.
• Strong written and verbal communication skills and experience with communicating status of projects, programs or initiatives.
• Ability to work effectively with a geographically dispersed team
• Demonstrated skills and success in process improvement design and workflow analysis
• Experience influencing without authority and managing large teams of peers to a common goal or outcome.
• Experience with detail driven exercises that impact customer facing outcomes.
• Experience contributing to or managing a product with a set process or driving process adherence within a project or initiative.
• Familiarity with Google Forms, Google Sheets, Google Slides or equivalent programs and applications.
• BTech/MTech/MCA preferred with a strong academic record

Preferred:

• Experience in customer support
• Experience with and/or CRM applications

Accommodations

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