Help Agent NNAOV Program Manager
Role summary
This role is for a strategic and execution-focused Program Manager to lead the Help Agent Pipeline Expansion Program. This initiative leverages AI to identify Net New Annual Order Value (NNAOV) opportunities across Salesforce products, from issue identification and prediction model building to passing qualified opportunities to sales teams. The Program Manager will own the end-to-end delivery, design and improve assessment frameworks, define and track key metrics, and build program documentation. They will collaborate cross-functionally with Customer Success, Business Intelligence, Product Marketing, Sales, and Data Science teams. Key responsibilities include developing evaluation criteria, analyzing results, communicating insights, and identifying opportunities for automation and scalability. Familiarity with Salesforce products, Customer Success, or AI/Agentforce is a strong plus.
## Description
We're looking for a strategic, execution-oriented Program Manager to own and scale the Help Agent Pipeline Expansion Program — an initiative that uses AI to systematically identify high-value Net New Annual Order Value (NNAOV) opportunities across Salesforce products. Including, but not limited to, issue identification, Prediction Model building, and the ability to pass opportunities to sales teams across Salesforce for action.
What You'll Do
Program Ownership & Operations
- Own end-to-end delivery of the Help Agent Pipeline Expansion Program, from customer identification to pipeline handoff
- Design, maintain, and continuously improve assessment frameworks, scoring rubrics, and evaluation criteria
- Define and track key metrics (pipeline generated, assessments completed, conversion rates), proactively surfacing risks and opportunities
- Build and maintain program documentation, playbooks, and enablement materials
Cross-Functional Partnership
- Partner with Customer Success Insights and Business Intelligence teams to identify target customers based on health scores, engagement signals, and expansion potential
- Collaborate with Product Marketing on messaging, positioning, and customer-facing materials
- Work closely with sales teams to ensure smooth handoff of qualified opportunities
- Build relationships with Data Science to leverage predictive models and customer segmentation
Evaluation Design & Execution
- Develop cloud- and product-specific evaluation criteria across technical, organizational, and strategic dimensions
- Maintain libraries of keywords, evaluation inputs (including LLM judge prompts), and scoring frameworks
- Conduct periodic audits of assessment outputs to identify trends, gaps, and improvement opportunities
- Stay current on Agentforce product updates and AI industry trends
Insights, Communication & Influence
- Analyze assessment results and translate them into compelling reports and actionable recommendations for CSMs, AEs, and leadership
- Deliver regular business reviews highlighting pipeline performance, strategic insights, and risk mitigation
- Run program communications (newsletters, Slack posts, status reports) to drive internal adoption and alignment
- Enable CSMs and AEs through training sessions, office hours, and best-practice sharing
Scalability & Automation
- Identify opportunities to automate assessment processes, reporting, and pipeline tracking
- Collect and prioritize feedback from CSMs and Sales to refine program design and evaluation tooling
- Drive continuous improvement through documented learnings and experimentation with new methodologies
Who You Are
- A strong program manager with experience driving cross-functional initiatives in a fast-paced environment
- Analytically minded — comfortable working with data, predictive models, and AI-driven tooling
- A clear communicator who can translate complex data into compelling narratives for executive audiences
- Energized by ambiguity and excited to build scalable, repeatable programs from the ground up
- Familiarity with Salesforce products a plus, Customer Success, or AI/Agentforce is a strong plus
