Seller Insights & Adoption, Manager

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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.

Are you passionate about improving seller experience through direct, actionable insights? Do you thrive at the intersection of readiness, change adoption, and end-user advocacy? The Global Lead to Cash Change Management team within Global Business Growth & Automation (GBGA) is seeking a Manager, Seller Insights & Adoption to lead and scale our global seller insights strategy.

In this role, you will own the end-to-end feedback lifecycle - capturing insights organically through intake workflows and surfacing structured input via focus groups, Customer Zero pilots, and other experience validation efforts. You'll play a critical role in making sure these insights launch and improve the most strategic L2C (Lead-to-Cash) initiatives across Salesforce.

• Operationalize a unified seller feedback process, enabling both proactive and real-time feedback capture via Slack workflows, Service Cloud intake, surveys, and listening sessions.
• Establish and lead recurring Seller Focus Groups and Customer Zero cohorts to validate new tools, processes, and AI-driven capabilities before and after launch.
• Partner with change managers, delivery domains, and product/BT teams to ensure feedback is routed, prioritized, and actioned with clear ownership and accountability.
• Identify themes and trends across qualitative and quantitative feedback, building dashboards and insights that drive continuous improvement across seller experience and adoption.
• Close the feedback loop by designing and delivering transparent updates back to sellers, reinforcing trust and boosting change readiness.
• Support experience validation metrics, aligning with Change and APEX (Analytics) teams to measure engagement, adoption, sentiment, and ROI of change initiatives.

• Operationalize the end-to-end seller feedback process, including intake, triage, routing, and tracking of feedback from organic channels (Slack, surveys, support tickets) and structured sessions (focus groups, interviews, Customer Zero).
• Establish and manage recurring listening mechanisms (e.g., feedback forums, roundtables, Customer Zero pilots) that ensure seller input is proactively captured before, during, and after major change or product launches.
• Create and maintain a centralized feedback system, tagging feedback by theme, capability, and sentiment to enable meaningful analysis and reporting.
• Analyze qualitative and quantitative feedback to identify trends, experience gaps, and opportunities for improvement across tools, processes, and enablement.
• Partner with Change Management, Product, Business Technology, and Enablement teams to ensure feedback is actioned or responded to with clear accountability and resolution.
• Develop a closed-loop communications model to keep sellers informed on what's changing and how their feedback influenced outcomes.
• Collaborate with product, analytics and insights teams (e.g., TMP, APEX) to build dashboards or scorecards that measure feedback impact, adoption rates, sentiment, and ROI over time.
• Continuously improve the feedback process, testing new tools or methodologies to increase participation, reduce friction, and elevate insight quality.

• 5+ years experience in user research, change management, customer experience, or sales enablement in a global, matrixed organization
• Proven ability to design and manage feedback processes at scale
• Expertise in facilitation, insight synthesis, and stakeholder storytelling
• Experience collaborating with Product, Business Technology, and Go-to-Market teams to shape roadmap outcomes
• Familiarity with tools like Qualtrics, Slack workflows, Salesforce Service Cloud, Tableau CRM, or similar platforms
• Strong verbal and written communication skills, with the ability to represent the seller voice in executive forums
• Bonus: Exposure to AI adoption efforts, experience running Customer Zero or internal pilot programs

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