SEO Manager

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Job Category

Operations

Job Details

**About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

**Organization

The Customer Success Group ("CSG") plays a vital role in delivering success to over 250,000 Salesforce customers worldwide. With a strong customer-centric culture, we strive to provide a trusted world-class customer experience by offering the right level of engagement and expertise. As Salesforce continues to innovate and customers undergo digital transformations, we are dedicated to crafting and tailoring new services and offerings to ensure the best customer experience possible.

The Offer Management team is a product management organization that productizes and monetizes the Customer Success Group’s capabilities to help customers realize business value from their Salesforce technology investment. Within the Offer Management team, the Digital Customer Success (DCS) team drives customer success through personalized self-service experiences that empower customers to adopt our products and realize business outcomes. We meet customers where they are, and deliver onboarding, education, and issue resolution content to the right customer, at the right time. We’re the gateway to assisted resource(s), enabling customers to easily connect to the right team when needed.

**Role

The SEO Experience Manager will be responsible for driving an enterprise-level SEO strategy across all digital assets (e.g., Help) in Customer Success. This role collaborates closely with cross-functional teams, including content authoring teams, digital program management, product, engineering, UI/UX, analytics, and customer support to deliver an exceptional unified customer experience.

The ideal candidate for this position has a proven track record of identifying and managing cross-functional initiatives to improve the customer experience. They possess deep expertise in driving transformational change through the utilization of new technology, processes, and operating models. This individual should demonstrate a high sense of urgency, strong negotiation skills and a history of successful collaboration within a diverse cross-functional organization focused on meeting customer needs. Strong storytelling abilities, able to connect data and performance to recommendations for improving the customer experience.

**Responsibilities

• Manage the SEO user experience across all parts of the digital Success journey, while creating strategic SEO planning documents, reports, project plans, website analyses and recommendations for new content and site architecture.
• Define and track KPIs related to SEO and be able to communicate trends, identify root cause analysis, and define actions in weekly executive reviews.
• Audit and analyze the SEO performance across digital assets, identifying issues, finding root-causes, and experimenting with solutions to improve performance at scale.
• Use customer & industry research to challenge and validate design decisions in an ongoing development process that continuously evolves to meet changing customer needs.
• Conduct SEO experiments using rigorous approaches and measurement methods (A/B tests, statistical methods) to evaluate their effectiveness.
• Perform ongoing detailed keyword research for existing content areas, new product releases, and acquisitions.
• Provide support to technical and non-technical stakeholders to ensure new site features and/or content adheres to SEO best practices.
• Contribute to company-wide knowledge sharing and engaging with stakeholders to determine optimal SEO improvements globally.

**Requirements:

• Undergraduate degree in a relevant discipline (Marketing, Business, Computer Science, Mathematics, Information Management, Human-Computer Interaction Design, etc.)
• 7+ years of professional experience managing search engine optimization (SEO) programs for large, global websites
• Experience managing the crawling, rendering and indexation of large web properties across multiple languages and geographies
• Experience with successful domain migrations, managing URL strategies and mapping, execution strategy and timing
• Experience with Google Analytics, Google Search Console, and Google Data Studio Dashboards and other SEO-related tools (e.g., Conductor, BrightEdge, Screaming Frog, Botify, DeepCrawl, etc.)
• Demonstrated analytical ability to identify and communicate actionable data insights with the appropriate level of detail for multiple audiences
• Ability to work effectively with a geographically dispersed team
• Excellent written and verbal communication skills
• Experience partnering with experience managers, product managers, and engineers to release features, products, and/or services
• Strong cross-functional collaboration and communication skills

**Preferred

• Knowledge of HTML/CSS, XML, GTM, Schema Markup
• Experience in technical customer support
• Experience with Salesforce.com and/or CRM applications
• Experience with Coveo

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