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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.

We are seeking a highly skilled Director to continuously evolve and implement our Global Readiness charter. In this role, you will play a crucial role in defining our engagement and operating models with CSG and Tech & Product teams, including how we engage in the Product Development Lifecycle to drive higher product quality and customer adoption. You will be responsible for managing a portfolio of strategic initiatives to drive sustainable change in our business. You will provide strategic guidance, develop relationships with key stakeholders, and ensure that our customers achieve their desired outcomes. This role will report to Senior Director, Global Readiness.

Role Description:

• Strategic Planning: Prioritize, and define the scope and objectives of strategic initiatives that will help Global Readiness achieve its strategic direction

• Process Improvement: Lead the effort to improve existing processes to drive efficiency, agility, and improved customer outcomes. Identify areas for process improvement, conduct process analysis, and design and implement new processes in collaboration with relevant stakeholders.

• Metrics Development: Develop and implement metrics and key performance indicators (KPIs) to measure the effectiveness and efficiency of Global Readiness initiatives. Ensure that metrics align with overall business goals and provide actionable insights to drive continuous improvement.

• Change Program: Establish and execute a change program to drive organizational alignment and adoption of new processes, technologies, and initiatives. Develop change management strategies, communication plans, and training programs to facilitate smooth transitions and ensure sustained adoption.

• Stakeholder Engagement: Engage and collaborate with key stakeholders across Customer Success and T&P, including leadership, product teams, engineering teams, and customer success teams, to gain buy-in and support for process transformation and innovation initiatives. Act as a bridge between different departments, facilitating communication, and ensuring alignment.

• Industry Benchmarking : Monitor industry trends, best practices, and emerging technologies to benchmark the performance of customer success functions. Formulate an innovative strategy and sound execution plan to drive sustainable performance improvements.

Requirements:

• Degree or equivalent relevant experience required. Experience will be evaluated based on theValues & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.); Advanced degree or MBA is preferred

• 7+ years experience in strategy/management consulting or internal corporate strategy role with leading enterprise software companies

• Proven leader with a blend of superior strategic, operational, program/project management, and leadership skills

• Exceptional problem-solving skills: proven ability to structure sophisticated problems, develop executable solutions

• Strong analytical skills, creative and critical thinking ability. Comfortable using spreadsheet and other data analysis packages to perform quantitative analysis. Familiarity with data visualization tool such as Tableau a plus

• Strong executive-level presentation skills, especially related to building compelling and easy-to-interpret presentations that drive well-informed decision making. Proficiency of PowerPoint/Google Slides presentations a must

• Strong communication and relationship-building skills as well as demonstration of effective virtual teaming

• Proven success in operating model transformation strategy development and customer engagement in a matrix environment

• Comfort with ambiguous, ever-changing situations. Self-starter and high degree of motivation to go above and beyond the task at hand

• Strong project management skills, including prioritization and ability to multi-task

• Familiarity with customer success principles, methodologies, and best practices.

• Strong understanding of Product Development Lifecycle process in Enterprise software / Software-as-a-Service experience (SaaS).

• Willingness to travel occasionally, as required.

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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 www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. 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 does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

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.For New York-based roles, the base salary hiring range for this position is $174,900 to $276,800.

For Colorado-based roles, the base salary hiring range for this position is $159,100 to $230,700.

For Washington-based roles, the base salary hiring range for this position is $159,100 to $253,700.

For California-based roles, the base salary hiring range for this position is $174,900 to $276,800.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.