Assessment & Insights Operations Director

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're 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. Ready to level‑up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. Role Description The right candidate will be a highly organized, data‑fluent operator who thrives on turning assessment inputs into insight — ensuring the AFLS assessment cycle runs seamlessly every quarter and that portfolio health data is always current, accurate, and actionable. You'll: 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 established assessment framework. Manage the operational logistics of each quarterly assessment wave — including scheduling, tracking interview completion, and escalating non‑responsive accounts and execution 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; participate in sharing 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 case study deadlines, marketing event submissions, customer workshop scheduling, and thought‑leadership deliverables. Coordinate logistics for customer workshops and partner events: invitations, agendas, and follow‑up tracking. Support 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 point of contact during quarterly assessment cycles and a key coordination partner for the Program Manager. Financial & Business Accountability Ensures the accuracy and completeness of portfolio health data that underpins the team's prioritization decisions and resource allocation across the AFLS account base. Directly supports the improvement of the overall Account Health Score by executing a rigorous, consistent quarterly assessment process that enables early risk identification and proactive intervention. Ensures all assessment activities and market insights outputs are aligned to NNAOV growth objectives for the AFLS portfolio. Success Metrics (Key Success Objectives — KSOS) Assessment Execution — Achieve 100% quarterly assessment completion across all targeted accounts within the global portfolio, with all accounts scored against the 10‑dimension rubric within each assessment wave cycle. Portfolio Health Visibility — Maintain fully current, accurate portfolio health reports, ensuring the Senior Director and SVP have real‑time visibility into account risk and health trends. Operational Cadence — Ensure all quarterly assessment waves are executed on schedule, with zero un‑escalated blockers and complete interview tracking documentation. Insights Quality & Market Intelligence — Produce quarterly portfolio health reports, account risk scorecards, and market insights content that are consistently accurate, well‑sourced, and ready for internal leadership consumption, customer‑facing delivery, and SI partner engagement. Specific Knowledge & Skills Assessment Operations & Data Collection Proven ability to manage end‑to‑end assessment or data collection cycles across large, distributed account portfolios — including outreach, scheduling, interview execution, and data synthesis. Experience applying structured evaluation frameworks and assessment methodologies consistently across large, diverse portfolios — with the discipline to gather, weigh, and synthesize multi‑source inputs into reliable, repeatable outputs. Data Management & Analytics Hands‑on proficiency with Salesforce reporting and analytics tools including CRM Analytics, Tableau CRM, and Salesforce Reports & Dashboards to build, maintain, and iterate on portfolio health dashboards. Strong ability to collect, organize, and centralize data from multiple sources — CRM systems, support platforms, and stakeholder inputs — into coherent, decision‑ready datasets. Stakeholder Engagement & Communication Skilled at conducting structured working sessions with field teams (AEs, CSMs) to gather account‑level inputs and navigate non‑responsive or complex accounts. Comfortable preparing and presenting portfolio health reports, account risk scorecards, and executive‑ready materials for internal teams, customers, and SI partners. Event & Logistics Coordination Experienced in managing multi‑track calendars and coordinating end‑to‑end logistics for customer workshops, partner events, and marketing engagements — from invitations and agendas through to follow‑up tracking. Proven ability to manage a content and events calendar across multiple concurrent workstreams with competing deadlines. Agility & Innovation Comfortable operating in a dynamic, fast‑moving environment and able to adapt processes as the assessment program scales across new geographies and account segments. Familiarity with AI‑assisted productivity tools (such as Agentforce, Slack AI, Einstein Copilot, Gemini, or equivalent) to accelerate data synthesis, interview documentation, and stakeholder communication. Willingness to support agentic technology builds — including organizing structured data feed inputs and maintaining documentation for AI‑powered assessment tools. Data, Analytics & Tooling Proficiency Hands‑on proficiency with CRM Analytics / Tableau CRM for building and maintaining portfolio health dashboards and account risk scorecards. Experienced with program and project management tools such as JIRA, Smartsheet, Asana, or equivalent for tracking assessment wave logistics, interview completion, and event calendar management. Proficiency with Google Slides, PowerPoint, and Google Docs/Quip for building quarterly portfolio health reports, account scorecards, 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 — workshops, marketing events, quarterly reporting cycles — without losing detail or momentum. Excellent interpersonal skills; comfortable conducting working sessions with field‑facing teams (AEs, CSMs) 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. Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world. Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form. Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to 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. We believe in equality for all and are committed to creating a workplace that’s inclusive, and free from discrimination. The policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring and promotion decisions at Salesforce are fair and based on merit. In the United States, compensation offered will be determined by factors such as location, job level, job‑related knowledge, skills, 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 about company benefits can be found at #J-18808-Ljbffr Salesforce