Salesforce.com, Inc Strategic Customer Engagement, Vice President in San Francisco, California
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Products and Technology
Your Role and Responsibilities
Salesforce Professional Services seeks an experienced information technology business leader to oversee the customer relationship and delivery of professional services work with strategic customers. The Strategic Customer Engagement, Vice President will be responsible for overseeing the customer relationship, CSAT, and service delivery. It is expected that this leader will work at the CxO level and become the customer’s trusted digital advisor while working with technical delivery leaders and project managers to assure contract requirements and client expectations are timely met or exceeded.
Responsible for communications with the client up to the CxO level, and within Salesforce regarding expectations and performance.
Uses technology and industry expertise to understand the client’s agenda/needs and identifies ways to enhance the client’s business performance with Salesforce.
Engages regularly with client senior leaders, participates in program governance, and is accountable for the successful delivery of the services programs for the customers.
Drives transformational changes needed to achieve the customers' objectives.
Accountable for overseeing end-to-end service delivery and ensuring all contractual commitments are met. Works with the customer to amend and approve changes as necessary.
Effectively leads and inspires the Salesforce Professional Services team members engaged in the services delivery.
Works effectively as part of the entire Salesforce team engaged at the customer, including being aligned with such as the Account Team, TPM, Success, and Support.
Anticipates, mitigates, and manages risk to Salesforce and the customer
10+ years experience leading enterprise-level technology transformation programs at Fortune 500 companies (preferably Salesforce enabled transformations)
10+ years of relevant consulting experience in professional services
5+ years of experience leading, managing, coaching, and developing staff
Experience working with customers 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 acumen to work with technical teams to develop comprehensive operational plans and address technical issues
Significant experience managing C-suite relationships at customers
Experience working on pursuit teams and participating in the proposal development process
Executive-level communication skills, written and oral
Travel up to 80% (While travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended)
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