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Salesforce.com, Inc Sr Director, Strategic Customer Engagement Lead in Topeka, Kansas

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success Group

Job Details

About Customer Success Group at Salesforce

Salesforce’s worldwide Customer Success team is a global network of Salesforce employees and partners. Our sole mission is to ensure customer success. We work with our customers to build relationships, learn about their businesses, and drive value based results. Our motto for our customers is "Your Success is our Success"

About the Position

Salesforce is looking for a highly effective business and technology leaders to become the Senior Director, Customer Success Lead for our Strategic Growth Customers in Northern America (AMER) within the Customer Success Group (CSG) This role reports into the Strategic Customer Engagements team for AMER. The primary responsibility for this leader will be to own the execution of a complex digital program.

As a Customer Success Lead you will lead a customer consulting and delivery program that designs, develops and delivers our portfolio of Customer Success Services to a strategic customer. Ultimately, you will be responsible for the program delivery, including program design, outcome and deliverable definition and execution, team leadership and stakeholder management.

Responsibilities:

  • Conduct a situational assessment of the customer’s transformational ambition and/or business goals. Diagnose the industry trends, business drivers, obstacles, personalities and culture.

  • Identify business and cost transformation opportunities that includes traditional drivers (centralization, standardization, process improvement, organization restructuring) as well as digital drivers (intelligent automation, conversational AI and others)

  • Create an engagement strategy with a ‘sense of urgency’, to guide them to meet their business goals by structuring a business rationale that ties Salesforce products and services to this endeavour.

  • Build a stakeholder map that covers business and IT as well as key executive stakeholders. Conduct an executive SteerCo as well as an internal Salesforce Executive SteerCo.

  • Advise the customer of the tradeoffs to assist in the cost / benefit analysis, taking into account business process, architecture and IT operating model.

  • Evaluate and advise on the transformation operating model by leveraging Salesforce standard tools and techniques for developing recommendations for the client.

  • Implement and oversee the quality of deliverables and effectively manage the team and day-to-day relationships to ensure exceptional performance across Salesforce and the customer.

  • Develop and present key findings, POV, recommendations, progress updates and run executive reviews.

Experience:

  • 10+ years of experience driving results across large (>1B) company/multi-functions — Required.

  • 10+ years of work experience in a leadership position in Services — Required.

  • 10+ years of experience in a Product/Program Management role — Preferred.

  • 10+ years of work experience in our industry

  • CRM, software/hardware services experience — Preferred.

  • Experience in web-based, Cloud Computing — Preferred.

Skills Required:

  • Extensive experience in program management in IT and Software program delivery

  • Proven track in delivering complex digital programs based on Salesforce

  • Experience in product and business model innovation

  • Strong business acumen, strategic thinking, and analytical skills.

  • Demonstrated experience leading product, marketing and delivery teams.

  • Ability to think strategically as well as ability to handle details.

  • Action oriented and results driven.

  • Strong organizational and management skills to manage multiple projects, responsibilities and staff.

  • Proven ability to influence cross-functional teams without formal authority.

  • Exceptional relationship-building skills demonstrated by ability to grow and nurture relationships with internal stakeholders.

  • International experience running global services team preferred.

  • High energy and passion for the job.

Education:

  • Bachelors' degree — Required.

  • MBA and technical disciplines — Strongly Preferred.

  • Product Management certification — Preferred.

  • Program Management certification — Preferred.

Measure: Program Execution | Strategy Development | ACV | Executive Quotes

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. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

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For Colorado-based roles: Minimum annual salary of $164,100. You may also be offered a bonus, restricted stock units, and benefits. More details about our company benefits can be found at the following link: https://www.getsalesforcebenefits.com/

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form. (http://cloud.mail.salesforce.com/accommodations-request-form)

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. 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.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesfore.com or Salesforce.org.

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.

Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.

Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the “Most Admired Companies in the World” and one of the “100 Best Companies to Work For” eleven years in a row, and named “Innovator of the Decade” and one of the “World’s Most Innovative Companies” eight years in a row by Forbes.

There are those who choose to work with the best and brightest. And then, there are those who want to do more than just a job. They are the ones improving lives, not only their careers. Having an impact now instead of later. Doing something that’s so much bigger than themselves, an industry, and their company.

We believe everyone can be a Trailblazer. Join Salesforce and discover a future of new opportunities.

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