Customer Engagement Senior Director

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Job Category

Customer Success

Job Details

About Salesforce

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.

Salesforce Professional Services helps customers transform and build what’s next for business - with technology. We seek an expert strategic business leader with shown success who can lead the Board of Directors and C-suite of our customers to transform business, operations, and technology to drive business outcomes. As a trusted advisor, they will lead account planning, be heavily involved in presales and work collaboratively with industry authorities to assemble well-thought out strategies for our Manufacturing and Industrial customers. They will be responsible for coordinating adoption and consumption of our technology, building and leading customer relationships, CSAT, and service delivery.

The ideal candidate will bring diverse IT and/or Management Consulting background and knowledge of industry trends, demonstrating this credibility as a strategic advisor to our customers, partners, and internal teams across Salesforce.

The candidate will be able to craft innovative, forward-looking strategies while clearly defining the path forward, owning the changes to IT strategy, policies, processes, people, governance and partnerships.

In this role, you will be the voice of the customer to craft and implement a strategy to build mind-share and broad adoption of Salesforce technologies. Critical to the role is the ability to think strategically about business, product, and technical challenges as you drive customers’ efficiencies, cost savings, and quick innovation available on the Salesforce platform.

Your Impact

Actively participate in the pursuit process of our large scale deals, working cross-functionally within Salesforce to ensure we are selling what we can deliver as aligned with the customer’s objectives; work with teams to deliver the pitch, define scope/team and supply to pricing and contractual arrangements.
Work hand in hand with internal teams (Sales, Success, TMP and Support) to develop and lead strategy and drive customer adoption initiatives. Maintain through the life of the relationship.
Responsible for communications with the client and within Salesforce up to the CxO level regarding expectations, performance, governance and issue escalation/resolution during the course of delivery to ensure success.
Accountable for supervising end-to-end service delivery and ensuring all contractual commitments are met. Works with the customer to amend and approve changes as necessary.
Drive entrepreneurial changes needed to achieve the customers' objectives, advised by deep industry and product expertise.
Optimally leads and encourages the Salesforce Professional Services team members engaged in the services delivery. Mentor and develop the team.
Anticipates, mitigates, and leads risk to Salesforce and the customer.
Participates in the continued development of internal processes, artifacts and methodologies to support service delivery to our most strategic customers.

Minimum Requirements

10+ years experience leading enterprise-level technology transformation programs at Fortune 500 companies
15+ years of relevant consulting experience in professional services, including business development, management of client relationships and delivery oversight
Experience with Salesforce products/platform
Experience working with customers in the manufacturing or industrial domain to understand and solve their most pressing business challenges
Knowledge of the concepts, practices, procedures, and deliverables associated with system development, implementation, and operational readiness.
Knowledge of technical competence to work with technical teams to develop comprehensive operational plans and address technical issues
Significant experience leading C-suite relationships at customers
Experience working on pursuit teams and participating in the proposal development process
Travel up to 50%
Degree or equivalent relevant experience required. Experience will be evaluated based on the core proficiencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Accommodations

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

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.

For California-based roles, the base salary hiring range for this position is $247,660 to $331,240.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com. Apply