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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 Program Director with the drive, experience, and skill set to lead our largest, most complex Professional Services Programs (both Advisory and Implementation) through to value realization for our customers. As the Program Director, you will be accountable for achieving the desired value and outcomes of the customer by leading the governance, execution and transformation. You will not only help create the Program strategy and governance, but also guide our customers at the executive level to align on overall objectives and outcomes of the engagement as well as the KPIs to measure its success.
Primary Responsibilities:
- Drive the Program strategy as well as the alignment of outcomes and KPIs to measure the engagement’s success at the executive level.
- Apply strong Salesforce product, business process, methodology & ecosystem knowledge to drive success.
- Deliver the Program as agreed and manage key stakeholders to achieve the aligned upon outcomes and/or contractual deliverables using Salesforce governance methodology, including identifying and mitigation of risks and driving key decisions required from senior and executive level stakeholders.
- Partner with executive decision makers and functional consultants to deliver customer success and help our customers achieve business value.
- Proactively build and expand business relationships which enable us to support, transform and win business that delivers mutual value.
- Define and create foundational Program Management processes/documentation such as risk management, governance, communications , program and project planning, financial management including forecasting to budget, change order process, revenue control and management.
- Partner with internal teams (Sales, Success, Product, Executive Sponsors, etc) to make sure we are aligned as One Salesforce and leverage all necessary parties to ensure our customers’ success.
- Lead the Program and own the successful execution of that plan including all dependencies.
- Working with project managers on planning, owners, deliverables, milestones, staffing and financials ( i.e. forecasting, budgeting and revenue management).
- Have difficult data - driven customer conversations regarding budget, resources, timelines and formally collect and communicate outcomes of those meetings.
- Direct the internal and external teams for Program success.
The ideal candidate will have:
- A passion for Salesforce, our values, and especially the role the Salesforce Services organization plays in our success.
- 10+ years using/implementing the core Salesforce products (Sales Cloud, Service Cloud), ideally as a consultant.
- 5+ years leading a team of 40+ people across multiple geographies and workstreams.
- A successful track record of leading large ($10MM +) and complex programs with measurable outcomes that have positively impacted the business.
- A significant understanding of the Salesforce platform in order to influence strategic and value discussions at a management/executive level.
- Ability to devise a strong governance foundation and drive quantifiable and qualifiable accountability at customer and within internal teams.
- A strong sense of vision for the customer with a maniacal focus on executing at speed.
- A proven ability to generate trust and build senior and exec level relationships.
- The ability to advise and lead teams through influence without positional authority.
- Outstanding and effective interpersonal skills; along with strong communication skills, both verbal and written.
Desired skills and experience:
- Ability to rapidly build senior level credibility with the customer in a true partnership relationship.
- Ability to drive and shape the big picture while having an eye for the details.
- Strong interpersonal skills, with demonstrated ability to work effectively and collaboratively with diverse team members and external parties operating in a matrixed environment.
- Ability to lead client, SIs, and internal teams from strategy to roadmap to execution.
- Ability to lead large and/or enterprise-wide engagements, facilitate meetings, create action plans, mentor teams of junior team members and effectively manage client escalations.
- Ability to lead high powered workshops and effectively tailor messaging based on the audience and subject matter
- 10+ years experience in the Program Management role.
- 5-10 years experience in managing external client projects in positions of increasing responsibility in the delivery of business consulting and systems development with financial responsibility for those projects.
- Demonstrated Program leadership skills, with direct responsibility for managing project teams, budget, financials, revenue management and scheduling.
- Demonstrated negotiation, conflict management and leadership skills.
- Demonstrated history of delivering successful Programs that result in measurable business value
- Undergraduate degree; relevant technical or business (MBA) post-graduate degree is a plus
- CRM experience strongly preferred.
- PMP and SAFe Certifications strongly preferred.
- Salesforce certifications (Admin, Sales, Service, Marketing etc.) preferred but not necessary. These certifications will be a requirement as part of your role at Salesforce.
Travel is an integral part of this role, and will be based on individual customer needs. 50%+ travel to be expected.
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