COMPLETE Principal Content Strategist

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Job Category

Enterprise Technology & Infrastructure

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.

Summary: The Content Experience Team (CX) at Salesforce is looking for a senior-level content strategist to help us scale customer-facing content strategy across a large team of content developers.

The content strategist will work with leaders on the team to help drive our high-priority strategic content initiatives. We are looking for a natural leader who likes to do the work as well as manage the work, and will push key initiatives over the finish line themselves. Primary areas of focus for this role include leading the charge on content readiness for GenAI, partnering on team-wide strategic initiatives like content consolidation; contributing to content strategy meeting programming; and researching, planning, and implementing strategies to improve the customer ratings of our most-used content (content deliverables).

The content strategist will support product and cloud-level content strategists with their goals and content plans (writer enablement), and assume some of the work currently shared by three other content strategy leaders.

Optimize Content 

With more data, feedback, and a move to GenAI, it’s more important than ever to optimize our content.

• Ensure that high-visibility content not currently owned by a writing team is maintained, improved, and responds to customer feedback

• Address and improve topics with the most customer feedback, lowest ratings (based on views)

• Strategic initiatives (top cases; recommendation maps; reduce duplication; consolidation) (with Support/CSG)

• Liaison with Support/CSG on GenAI-powered search and support agent GenAI summaries 

• Identify ways to improve our content to optimize for GenAI models

• Develop a workflow for GenAI content that ensures 100% accuracy and includes writer/SME review for everything

• Identify visual improvements and work with graphics and video teams to implement them

Content Strategy Program Enablement
Ensure that Content Strategy program runs smoothly.

• Manages the Program Review deck, follow-up notes, and working with speakers on questions.

• Updates Confluence sites, resources, and training reflect current guidelines; coordinates with other strategists on needed updates

High-Priority Content Improvement Initiatives

• Work on the CX team’s High Performing Content Framework

• Work with the Support team on SEO improvements 

• Use data and research to propose and make updates to Help content types and content strategy guidelines

• Maintain content strategy framework and work with teams to create customer journey-based maps

• Manage Content Strategy Workgroup process & agenda

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Posting Statement

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Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

For Washington-based roles, the base salary hiring range for this position is $166,200 to $241,100.

For California-based roles, the base salary hiring range for this position is $181,300 to $262,900.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.