Aisha shares three ways to build stronger customer success teams: gather continuous employee feedback mapped to a journey from hiring through growth, align training to actual job roles using Trailhead and Learning Paths, and track progress with tools like the ASTRO Course Tracker to close skills gaps.
Hi everyone, I'm Aisha. Today we're discussing how Salesforce develops skills and competencies for employee success and increases job satisfaction with organizational effectiveness. I'll give you three tips you can use to improve the employee experience in your business with examples of how we do it here at Salesforce. If that sounds good, we'll hop right in. Welcome to Salesforce on Salesforce, an inside look at our sales, service, marketing and IT businesses with helpful how to tips you can use for your business. For service and customer success professionals, we'll have tips that can help businesses save on costs with automation, be more efficient with productivity tools and so much more. As always, you can continue learning on Trailhead, Salesforce's online learning platform used by our customers and employees alike. Before we get started, it's important to call out that here at Salesforce, our customer success team is inclusive of both support engineers and success managers who ensure our customers are getting the full value out of the Salesforce platform. In my role here at Salesforce, I'm privileged to lead the team to create efficiency in our high touch service centers. Prioritizing people programs and building a strong culture is an imperative to your bottom line and it's one of the key reasons we're successful here at Salesforce. Whether you're in customer success, customer support or product retaining employees means cost savings for you and these tips can help engage your employees and enhance their overall. So let's dig in. Here are three tips for building an amazing employee experience journey. Tip number one Gather employee Feedback At Salesforce, our customer experience methodology is to meet each individual where they are and we want the employee experience to be the same. We also know that the world and workplace are constantly evolving, so meeting people in the moment requires deep listening and gathering valuable feedback. We gather feedback from our customer success teams both real time and throughout their journey. With the use of employee interviews and surveys. We use this data to inform our employee experience framework similar to how we view our customer journeys. At Salesforce, the employee experience is a journey that every employee walks. The journey for our customer success team looks like this Find me, hire me, welcome me, engage me, grow me or wish me well. With this framework as our North Star, the feedback drives our decisions and processes. We are able to define key employee metrics like technical skills such as their knowledge about our products like service cloud to soft skills such as how well they communicate in a stressful situation. You're probably wondering how do we use this data for our support teams? We connect support engineers skills and competencies to their profiles in our own service cloud environment combined with the power of Omni, omnichannel routing and case automation, we are able to get the right cases in front of the right support engineers at the right time. We also use the skills data to get rich insight into critical questions like does the employee possess the right skills to serve our customers? Do their skills align with their career goals? Are they able to grow within their role? How can we drive better productivity and efficiency through targeted enablement? With these insights we identify trends and opportunities which aids in our work with our enablement partners on strategy to put the right training in place and we do that all in tableau. Align Framework to Employee Development it is important to develop and curate resources and programs that both invest in your employees and align with your business objectives. As with most organizations, the employee experience is deeply shaped in the Engage Me and Grow Me phases. So let's see how these programs come to life at Salesforce. First, to increase job satisfaction and organizational effectiveness, we offer role based enablement and success onboarding with Learning Paths. Learning Paths are how employees develop the skills they need to excel in their careers on their own time. We work closely with our enablement team to plan, build and execute on these curated paths. Building on the skills gained through Learning paths. Employees then deepen their knowledge with Trailhead Academy's Immersive Expert Led classes and then validate their expertise through Salesforce credentials. And we don't stop there in keeping in line with the Grow Me phase. Here are some additional examples of training leveling guides to help team members assess their employment phase Career path Transparency and awareness to keep employees in the career loop Manager Development to train future leaders Job Rotation to discover new opportunities and Grow skills Skills and competency assessments to keep each employee moving forward and our training and development database is Slack First. This Salesforce and Slack integration allows our teams to communicate in real time, increasing team productivity and streamlining processes across platforms. All of these activities and events and training applications are important for the employee journey and when we take the time to align the right skills for the right job, that employee is set up for success. Document and iterate on strategy to maximize productivity and efficiency. We make sure we have everybody on the same page and that our documentation is accessible and available for iterative changes. We do this in a few ways. We use Salesforce's ASTRO Course Tracker, our homegrown learning management system in combination with Trailhead to track courses, activities and certification progress for our customer success teams. For service professionals, we have amazing learning content and a number of service career paths available for free on Trailhead. These trails offer the technology, cross functional service skills and admin tricks to build and understand the end to end customer service process. Wow. We did it. That's how Salesforce develops skills and competencies for employee success and increases job satisfaction with organizational effectiveness. Remember, retaining employees means cost savings for you, and if you can lean into data, use the right tools, and establish skills and competencies, you can grow successfully together. Be sure to watch the other episodes in this series to learn how you can deliver exceptional service experiences. And don't forget to check out Trailhead to learn more about the employee experience with Salesforce. We'll see you next time.
