Salesforce.com, Inc Sr. Director (CSG Platform, Einstein, and Emerging Tech Cloud Practice Leader) in San Francisco, California

Job CategoryCustomer Success Group

Job Details

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model.We are looking for a smart, talented and experienced leader with a track record of building offerings to make customers successful by collaborating with cross functional teams to execute on the vision.The Platform, Einstein, and Emerging Tech Cloud Practice leader will lead a team of deep subject matter and product experts who create world-class content and programs to ensure successful adoption of our technologies by our customers. Technologies that include the Lightning Platform, SHIELD, Einstein Platform, Integration Services and IOT.In order to achieve this, the team will closely align with Product Management and Success teams in the field to understand customer needs to bring high-quality programs to the market.Key Responsibilities

  • Review key metrics for license activation (monthly, and daily active users), product sold by segment, cases submitted by customers, and other voice of the customer channels to produce monthly scorecards to assess the health of the cloud and outline program strategy.

  • Define and develop strategy and plan by focusing on strong product alignment, field readiness, and content creation across all major areas

  • Partner with the Product organization to ensure that future product roadmaps reflect the requests from our most ambitious and complex customers as well as the needs from our smaller customers who need more adoption automation built into the product.

  • Establish deep strategic and collaborative relationships across the Customer Success Group to ensure Success Program offerings address core business needs and challenges for the cloud.

  • Contribute to the expansion of our Accelerator Offering Portfolilo with a clear Roadmap, Offering strategy, Release Plan and Field enablement

  • Define and execute key Strategic Programs which accelerate customer adoption for all Customer Segments

  • Support the engagement and migration of our top accounts to Lightning, while enabling the field to drive broad lightning adoption across all Customer Segments

  • Support the direct engagement with “at risk” customers to “reboot” their usage of Salesforce, increase adoption, and demonstrate business value

  • Support early adopter programs by working with product, and customer teams in implementing newly released capability

  • Partner with the Communities and Enablement team to develop content that scales expertise to field resources

  • Overachieve operational metrics in the scorecard

Qualifications & Skills

  • 15+ years of experience in High Tech Professional Services, Strategic Consulting, System Integrator, and/or high growth Software Organization

  • Experience leading global teams

  • Highly collaborative and excels in complex, global, matrixed environment

  • Thought leader who tangible experience planning for success in both enterprise and scale digital transformations

  • Experienced technologist with a proven ability to effectively apply technology to solve customer business challenges.

  • Team player with strong interpersonal skills and communication and collaboration skills.

  • Ability to thrive in a fast-paced, unpredictable environment

  • Creative and strategic thinker

  • Exceptional written and verbal communication skills

  • Adept at project management and cross-functional collaboration

  • Complete focus on customer success with consultative approach

  • Proven ability to manage and drive success across regions of varying maturity and coverage.

  • 5+ years of Salesforce Implementation Experience with a strong understanding of core platform architecture

  • Prior enterprise architecture experience with strong knowledge in integration, data modeling/architecture, governance, and security

  • Bachelor's degree, MBA preferred

Leadership Qualities:PASSION - Passionate about Customer SuccessBEGINNERS MIND - Always learning, approaches each interaction with open mind, great lister and hands-on.THOUGHT LEADER - Strong point of view and executive presence. Confident, but not arrogant, great story teller.URGENCY - Ability to move fast and drive business value and results.OHANA - Embodies our Aloha culture. A team player that everyone enjoys working with and has a generous heart.TRUST - Trust the company's core values.ADAPTABLE - in high levels of uncertainty and change.About Salesforce:Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s “World’s Most Innovative Company” seven years in a row and #1 on the FORTUNE ‘100 Best Companies to Work For®’ List. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.

Posting Statement

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. 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.

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.

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!