Director, Nonprofit Insights - Salesforce.org
Location : San Francisco, Atlanta, Vancouver, Indianapolis, or remote
Are you naturally curious? Do you enjoy exploring the motivations that drive customers to respond? Have you mastered translating data into insights and insights into action?
And most of all, do you want to personally make a big impact?
Great! We have the perfect opportunity for you and we'd be honored to have you join us.
About us :
Salesforce.org is a business unit within Salesforce focused on the social sector : nonprofits, education institutions, and corporate social responsibility departments (CSR) within corporations.
Our nonprofit team uses the world’s #1 CRM as its core and builds custom solutions for nonprofits to enhance their fundraising, delivery of programs, and their engagement / market efforts (such as volunteer recruitment or advocacy campaigns).
Forbes has named Salesforce to its "Most Innovative Companies" list for the past six years, and Salesforce was recently named "Innovator of the Decade" by the magazine.
We've been on Fortune's "Best Places to Work" list for the past eight years.
The role of Director / Sr. Director, Customer & Market Insights will join a growing, world-class listening function that acts as the chief evangelists and storytellers within Salesforce of who our customers are and what they care about by role, market, industry and geography.
The roles core focus is to inform product roadmap and innovation priorities, marketing and branding, competitive positioning and customer retention and growth strategies.
The role will engage our customers through a variety of listening methods, including surveys, focus groups, listening tours, advisory boards as well as market and competitive research.
Who we're looking for :
We're looking for an individual who's excited about customer research, the intersection of technology and social impact, and making a lasting impact on a rapidly growing and innovative company.
The ideal candidate will be a research professional with a strong consultative approach who thrives in a fast-paced, highly collaborative environment.
They are passionate about discovering impactful insights, delivering thoughtful recommendations and influencing business decisions to maximize value.
Roles & Responsibilities :
Drive a research agenda for the Nonprofit Cloud product line and associated business persona / customer target
Ability to leverage insights and storytelling to influence senior executives and impact business decisions
Develops deep knowledge of the business, customer and competitive landscape and translates business questions into customer listening plans that included mixed-
method research programs
Represents the unbiased voice of the customer in team meetings, Quarterly Business Reviews & Product Roadmap Summits
Integrates insights from a vast array of primary and secondary sources to create a holistic, 360 degree view of the customer
Demonstrate thought leadership by leveraging business knowledge to proactively identify new research opportunities and listening engagements.
Becomes a strategic partner and trusted advisor to Nonprofit Cloud leadership
Conducts research for the Nonprofit group, including :
Persona development (annual refresh)
3x / year product roadmap input
Focus Groups on a wide array of topics
Messaging & Naming Studies
Quantitative survey design and logistics
Collaborate with team members to analyze results, identify key insights, and generate clear business recommendations
Innovate and build world-class global listening programs. Identify and implement new research methods and tools to continually improve the value of Customer & Market Insights within the organization
Ability to travel 10-20% for in-person customer engagements and listening events
Define and develop your career, your profession and the future of Salesforce
Skills & Qualifications :
12+ years experience, ideally a mix of client and supplier side market research
Background in qualitative and quantitative research methods
Customer-obsessed and relentless in leveraging insights to inform the right decisions
Proven track record of influencing and inspiring cross-functional peers and senior leaders by generating and implementing new ideas
Self-motivated and capable of working in a fast-paced, startup environment while managing multiple projects simultaneously
Ability to translate data and insights into powerful, compelling stories that bring customers to life and inspire action
A natural collaborator and team player
Experience with selling research plans to business partners and leadership funding for your research programs will come from these stakeholders
Strong written communication, verbal communication, presentation and interpersonal skills
Ability to work and collaborate with cross-functional teams, including Product Marketing, Sales, Customer Experience, and Product Management.
Understanding of enterprise software and CRM applications
Experience using survey tools such as Qualtrics and Decipher
BA or BS degree required. MBA preferred.