I began by training new hires on basic certifications that they needed for their roles. I trained the Hyderabad Customer Success Group (CSG) to begin with, but quickly started leading a global training team across different locations. I also began to train the trainers themselves – it was then that I became a Business Operations Manager.
Now I host virtual certifications and product trainings for CSG employees based in different Salesforce locations, identifying knowledge gaps, and planning and executing training to ensure they are successful. I train people at different levels and with different needs. My role is really to help upskill agents so that they can enable their customers’ success.
Salesforce gives me the opportunity to focus on my own learning as well. I feel like I have the power to grow my career in any direction I am interested in; I am responsible for my own development.
The constant learning is the most rewarding part of my job – but it is also the most challenging! I work with Marketing Cloud one week, and Einstein the next, and a particular certification the third. Keeping up to date with new releases and innovations can be challenging; luckily, I have a learning mindset, so I find this rewarding as well.
I also find it extremely rewarding when I see people I have trained grow their careers within the organisation – especially when they come back and thank me for giving them a strong foundation.