Senior Director, Strategic Customer Engagement Lea

at in Wilmington, Delaware, United States

Job Description

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Job CategoryCustomer 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.



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.



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.



Bachelors' degree - Required.

MBA and technical disciplines - Strongly Preferred.

Product Management... For full info follow application link. and 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. and do not accept unsolicited headhunter and agency resumes. and will not pay fees to any third-party agency or company that does not have a signed agreement with or

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Job Posting: 845423

Posted On: Sep 17, 2021

Updated On: Sep 30, 2021