Operations Senior Analyst

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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.

The Experience

Salesforceをご利用のお客様を成功に導くサクセスプラン(Success Plan)は、お客様のニーズにあわせた3種類のプランをご用意し、リソース、ガイダンス、技術サポートを提供します。そのサクセスプランのオペレーションに責任を持ち、サービスデリバリーチームがお客様の成功を促進できるよう、重要な役割を果たすのがカスタマーサクセスのオペレーションズチームです。

オペレーションズチームがアラインする主要業績指標は、お客様の満足度、Salesforceの利用状況スコア、解約率、サービスの利用促進度と多岐に渡ります。

本ポジションは、主要業績指標の達成に向けて、オペレーショナルエクセレンスの側面で組織に貢献します。単一の業務や特定のチームのオペレーションにとどまらず、カスタマーサクセスに大きなインパクトのある組織全体の取り組みや、コアとなるサービスのオペレーションをリードする役割です。グローバル本社のメンバーも含め、チーム内外の関係者と密接に連携し、最良の顧客体験を提供できるオペレーションを追求します。

What You'll Actually Be Doing

• プログラムマネジメント:会社・組織の目標と一致した業務戦略の策定と実行。プログラムの組織インパクトをデータの側面で支え、改善サイクルを実行・管理
• プロジェクトマネジメント:PM/PMOの立場でサービス/オペレーション強化プロジェクトをリード(グローバル施策含む)
• チェンジマネジメント:各部門のステークホルダと連携し、各種プログラムやプロジェクトによる変革をリードし、デリバリーチームへ新しい働き方を早期に適用させていく
• プロセス改善・業務効率化:業務改善機会を特定し、既存の在り方にとらわれず、業務オペレーション最適化のための改善プランを立案し実行
• パフォーマンス監視と分析:主要なパフォーマンス指標(KPI)の追跡、オペレーションデータの分析、インサイトからの課題設定
• クロスファンクショナルな協業:各部門と連携し、業務活動の円滑な調整と整合性を確保

You're Our Person If...

• 強いリーダーシップと管理能力:チームを動機付け、指導し、協業を促進し、パフォーマンスを向上させる能力をお持ちの方
• マネジメント経験:プロジェクトまたはプログラムマネジメントの実務経験(3年以上)をお持ちの方
• 卓越したコミュニケーションスキル:多様なステークホルダー(ビジネスリーダーを含む)と効果的にコミュニケーションを取る能力およびグローバルメンバーとの業務経験をお持ちの方
• 言語スキル:ネイティブレベルの日本語、ビジネスレベルの英語をお持ちの方
• 業務運営に関する深い知識:多様な業務プロセス、ベストプラクティス、業界動向への理解をお持ちの方
• 戦略的思考と問題解決能力:効果的な業務戦略の策定と実施、課題への対応能力をお持ちの方
• ITシステムの導入経験:業務活動を支援する関連技術とシステムに熟知した方
• データ分析と報告のスキル:業務データの分析、傾向の特定、意思決定を支援するレポートの作成能力をお持ちの方

Even Better If...

• Salesforce導入プロジェクトや関連するDXプロジェクトにおけるマネジメント経験をお持ちの方
• Salesforce製品をベースとしたカスタマーサクセス支援もしくはテクニカルサポートの業務経験をお持ちの方
• オペレーション改善にAIを積極的に採用する業務経験をお持ちの方
• プロジェクトマネジメント/チェンジマネジメントの資格をお持ちの方

The Experience

The Success Plan helps customers using Salesforce achieve success by offering three plan types tailored to customer needs, providing resources, guidance, and technical support. The Customer Success Operations team is responsible for the operations of the Success Plan and plays a critical role in enabling service delivery teams to drive customer success.

The key performance indicators the Operations team aligns to span customer satisfaction, Salesforce usage scores, churn rate, and service adoption, among others.

This position contributes to the organization from an operational excellence standpoint toward achieving these key performance indicators. Rather than focusing on a single function or the operations of a specific team, this role leads organization-wide initiatives with significant impact on Customer Success, as well as core service operations. Working closely with stakeholders within and beyond the team — including members at global headquarters — this role pursues operations that deliver the best possible customer experience.

What You'll Actually Be Doing

• Program Management: Develop and execute operational strategies aligned with company and organizational goals, support the organizational impact of programs through data, and execute and manage improvement cycles
• Project Management: Lead service/operations enhancement projects (including global initiatives) in a PM/PMO capacity
• Change Management: Partner with stakeholders across departments to lead transformation driven by various programs and projects, and drive early adoption of new ways of working within delivery teams
• Process Improvement & Operational Efficiency: Identify opportunities for improvement, and plan and execute improvement plans to optimize operations without being constrained by existing approaches
• Performance Monitoring & Analysis: Track key performance indicators (KPIs), analyze operational data, and define issues based on insights
• Cross-Functional Collaboration: Partner with other departments to ensure smooth coordination and alignment of operational activities

You're Our Person If...

• You have strong leadership and management ability — motivating and guiding teams, fostering collaboration, and improving performance
• You have 3+ years of hands-on experience in project or program management
• You have excellent communication skills — able to communicate effectively with diverse stakeholders, including business leaders, and have experience working with global team members
• You have native-level Japanese and business-level English
• You have deep knowledge of business operations — understanding diverse operational processes, best practices, and industry trends
• You have strategic thinking and problem-solving ability — developing and executing effective operational strategies and responding to challenges
• You have experience implementing IT systems — familiarity with relevant technology and systems that support operational activities
• You have data analysis and reporting skills — analyzing operational data, identifying trends, and producing reports that support decision-making

Even Better If...

• You have management experience in Salesforce implementation projects or related DX projects
• You have experience in Customer Success support or Technical Support based on Salesforce products
• You have experience actively adopting AI for operational improvement
• You hold a project management / change management certification

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. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also 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. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.