Assessment & Insights Operations Senior Manager/Director

Job Category Customer Success About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. The world of work is changing and we are looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Role Description The right candidate will be a highly organized, data‑fluent operator who thrives on turning assessment inputs into insight, ensuring the assessment cycle runs seamlessly every quarter and that portfolio health data is always current, accurate, and actionable. You will: Execute the quarterly assessment process end‑to‑end, serving as the primary data collection and synthesis layer for the global portfolio. Conduct AE and CSM outreach; lead assessment interviews across the global account portfolio to gather structured inputs aligned to the 10‑dimension scoring rubric. Collect account data from CRM, support systems, and stakeholder inputs; evaluate and score accounts consistently against the assessment framework. Manage the operational logistics of each quarterly assessment wave, including scheduling, tracking interview completion, and escalating blockers to the Portfolio Strategy & Intelligence Lead. Organize and centralize data feeds for portfolio health; build and maintain the Global Portfolio Health Dashboard in CRM Analytics / Tableau CRM. Prepare quarterly portfolio health reports and individual account risk scorecards; share findings with internal teams, customers, and SI partners. Support the preparation of case studies and content for customer workshops and marketing events. Manage the market insights and events calendar in partnership with the Program Manager, including deadlines and deliverables. Coordinate logistics for customer workshops and partner events: invitations, agendas, and follow‑up tracking. Assist the AI Architect in organizing data feed inputs and maintaining documentation for the assessment agent build. Reporting & Organizational Structure Reports to the Senior Director, Portfolio Strategy & Intelligence. Operates within the Portfolio Intelligence & Governance pod alongside the Senior Director and AI Architect. Works closely with AEs, CSMs, and the AI Architect; serves as the primary field‑facing contact during assessment cycles and a key partner for the Program Manager. Financial & Business Accountability Ensures the accuracy and completeness of portfolio health data that informs prioritization decisions and resource allocation. Supports the improvement of the overall Account Health Score through a rigorous quarterly assessment process that enables early risk identification and proactive intervention. Aligns all assessment activities and market insights outputs with NNAOV growth objectives for the AFLS portfolio. Success Metrics Assessment Execution – achieve 100% quarterly assessment completion across all targeted accounts within the global portfolio. Portfolio Health Visibility – maintain fully current, accurate portfolio health reports for real‑time visibility. Operational Cadence – execute all quarterly assessment waves on schedule with zero un‑escalated blockers. Insights Quality & Market Intelligence – produce accurate, well‑sourced quarterly reports, scorecards, and market insights content. Specific Knowledge & Skills Proven ability to manage end‑to‑end assessment or data collection cycles across large, distributed portfolios. Experience applying structured evaluation frameworks consistently across diverse portfolios. Hands‑on proficiency with Salesforce reporting and analytics tools, including CRM Analytics, Tableau CRM, and Salesforce Reports & Dashboards. Strong ability to collect, organize, and centralize data from multiple sources into coherent, decision‑ready datasets. Skilled at conducting structured working sessions with field teams to gather account‑level inputs and navigate non‑responsive accounts. Comfortable preparing and presenting portfolio health reports, account risk scorecards, and executive‑ready materials for internal teams, customers, and SI partners. Experienced in managing multi‑track calendars and coordinating end‑to‑end logistics for customer workshops, partner events, and marketing engagements. Familiarity with AI‑assisted productivity tools, such as Agentforce, Slack AI, Einstein Copilot, Gemini, or equivalents. Willingness to support agentic technology builds, including organizing structured data feed inputs and maintaining documentation for AI‑powered assessment tools. Hands‑on proficiency with program and project management tools such as JIRA, Smartsheet, Asana, or equivalents. Proficiency with Google Slides, PowerPoint, and Google Docs/Quip for building reports and customer‑facing materials. Role Requirements 5–8+ years of experience in Business Operations, Customer Success Operations, Program Coordination, or a related field — preferably within the Enterprise Cloud or Life Sciences technology space. Demonstrated experience executing structured data collection or assessment processes across large, complex account portfolios. Strong analytical skills, with a track record of translating multi‑source data into clear, actionable reporting and health metrics. Proven ability to coordinate logistics and manage calendars across multiple concurrent initiatives. Excellent interpersonal skills; comfortable conducting working sessions with field‑facing teams and engaging external stakeholders, including customers and SI partners. Highly organized, self‑directed, and capable of managing competing priorities in a fast‑moving, global operating environment. Hands‑on familiarity with the Salesforce platform, CRM Analytics / Tableau CRM, and Salesforce Reports & Dashboards is required. Internal Salesforce experience or background is a strong plus. Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via the Accommodations Request Form. Candidate Privacy Statement Salesforce uses artificial intelligence tools to help recruiters assess and evaluate candidates' resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see the Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to the use of AI tools and opt‑out options. Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. This policy applies to recruiting, hiring, and all employment practices. Work for Salesforce in the United States and your compensation will be determined by factors such as location and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well, including time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details can be found at #J-18808-Ljbffr salesforce.com, inc.