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Job Category Employee Success Job Details
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Position Overview As a Cloud Success Training Strategist for Commerce with cross-cloud coverage, you set the training strategy for the Commerce customer training ecosystem and for the additional product areas you are asked to support. You connect product direction, customer needs, business priorities, and training evidence to decide where and how Salesforce Training & Certification should invest, and you act as a business advisor who translates business goals into a training strategy with a defensible rationale.
You are a strategic partner to Cloud Success leadership, using data to recommend the most effective training interventions. Your mission is to bridge product innovation and customer value realization, with an emphasis on supporting product adoption and customer retention. You do this in partnership with your functional partners in Curriculum Development, Delivery, and Operations, who own the staffing and execution of the work.
Role scope: Commerce remains the primary area of ownership. Additional cross-cloud coverage is assigned based on business priorities and available capacity, with scope and commitments reviewed regularly. When new areas are introduced, existing priorities and responsibilities are reassessed to ensure a manageable portfolio. This is a defining feature of the role, not a temporary arrangement. The expectations of the role do not change with the areas you cover: the core responsibilities and the definition of success are the same for every area, and you apply them to whichever areas you are asked to support. We are looking for a senior-level strategist who is adaptable across a changing product portfolio and clear about what excellence looks like.
Key Responsibilities
Strategic Partnership & Business Alignment
- Training Strategy & Annual Plan: Draft and own the training strategy and annual plan (our V2MOM goal-setting framework) for each area you cover, aligned to Cloud Success leaders' priorities, with shared measures co-owned with those leaders.
- Executive Advisory: Act as a specialist partner to Cloud Success leadership, giving data-backed recommendations on training investment, modality, and timing. When a request would be better served another way, make the case with evidence. Where disagreement remains, document the evidence and trade-offs and escalate through established leadership channels.
- Business Reviews: Act as the primary training representative in Monthly and Quarterly Business Reviews, presenting training impact data, feature adoption trends, and roadmap alignment.
- Shared Commitments: Establish mutual commitments with Cloud Success leaders and escalate unmet dependencies.
- Product & Success Integration: Partner with Product, Success, and customer-facing teams to translate product direction, customer feedback, and learning barriers into training strategies that support adoption and customer success. For Commerce, this includes the B2C and B2B Commerce product lines and Agentforce-enabled Commerce capabilities.
Emerging Product Coverage
- Emerging Product Areas: Set training strategy for emerging or fast-moving product areas beyond Commerce, as assigned by leadership based on current business priorities, using the same standards you apply to your primary domain. Ramp quickly as coverage areas change.
- Cross-Cloud Themes: Partner with other strategists on themes that span clouds (for example Agentforce and shared platform capabilities) so customers see a coherent training path.
- Adaptive Prioritization: Work with leadership to revisit what you cover periodically, making the trade-offs between Commerce commitments and emerging needs visible.
Portfolio Strategy & Planning
- Demand & Capacity Signal: Forecast demand, recommend portfolio priorities and trade-offs, and communicate capacity needs to functional partners. Raise gaps and risks early so leadership can make an informed decision.
- Cadence & Modality: Recommend frequency, cadence, time-zone coverage, and modality mix, from high-touch instructor-led sessions to scalable digital formats, to get the highest return on training resources.
- Awareness & Reach: Proactively partner with Cloud Success and Marketing to drive training awareness and reach.
- Performance Diagnosis: When audience reach, engagement, or class fill rates (seats filled versus capacity) fall short, lead the cross-functional synthesis of evidence (relevance of the training, delivery timing, awareness) and recommend a strategic response with the functional partners that own execution.
- Risk Visibility: Make dependencies, risks, and unmet commitments visible, and escalate unresolved decisions on time.
Training Lifecycle & Data-Driven Decisioning
- Strategic Blueprint: Define the strategic need and direction for training initiatives in a Strategic Blueprint: the business justification, target audience, desired outcomes, and strategic acceptance criteria. Curriculum Development owns instructional design, outlines, and production, while the strategist stays engaged as priorities and customer needs evolve, consulting at defined gates.
- Portfolio Evaluation: Lead recurring evaluation of the training catalog using a structured framework that weighs business impact, audience reach, and operational efficiency. Recommend whether to maintain, transform, retire, or invest in assets, using evidence from functional partners. Leadership approves major strategic or capacity implications.
- Continuous Innovation: Design experiments to test new formats, durations, and engagement tactics, using data to establish what works before it scales.
How Success Is Defined Success is measured by the quality and impact of the training strategy, with accountability focused on outcomes the strategist can control or influence. The expectations are the same for every area covered.
- Strategic Alignment: Develop clear, defensible training strategies aligned with business priorities and customer needs, translated into strategic blueprints that Curriculum Development can execute against.
- Business Partnership: Provide data-driven recommendations that influence training investments and priorities, with trade-offs documented when recommendations are not adopted.
- Risk Visibility: Surface dependencies, capacity gaps, and unmet commitments early, and escalate them on time.
- Portfolio Performance: Use performance insights to guide improvements in audience reach, engagement, and effectiveness, in partnership with the teams that own delivery and data.
- Business Impact: Demonstrate training's contribution to product adoption and customer success through shared measures.
Qualifications
- Strategic Leadership: 10+ years in Customer Education, Strategic Consulting, or Program Management, with experience architecting large-scale learning programs for complex technical products. Experience with commerce, e-commerce, or retail technology (B2C and/or B2B) highly preferred.
- Business Acumen: Proven ability to align departmental strategies with executive-level goals and broad business objectives.
- Influential Advisory: Ability to build trusted relationships, influence senior stakeholders, and drive cross-functional alignment.
- Data Literacy: Proficiency in using product usage data and engagement data to drive a roadmap, identify business risks, and demonstrate impact.
- Operational Planning: Experience forecasting demand and communicating capacity needs across multi-modal delivery strategies in global markets.
- Cross-Domain Breadth: Ability to ramp quickly on, and balance priorities across, more than one product domain.
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.
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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 the following link: https://www.salesforcebenefits.com.
At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.
The typical base salary range for this position is $143,400 - $216,900 annually.
The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.
