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Customer Success Group
In this leadership role, you are an expert in business strategy, value creation and business value realization, helping customers to achieve their business goals. You will collaborate on our largest transformational customer engagements to help articulate the tangible, strategic, and financial impact that our platform and professional services can deliver to their organizations. In this role, you will help develop business cases to articulate the value proposition of our platform and services to support investments in our cloud and services solutions as well as quantify the value realized over time from these investments. We believe the best strategists are those who obsess over the creation of business value for our customers. We are seeking customer champions who listen closely and respond thoughtfully to customer needs, working with colleagues and partners to drive customer success and growth. The ideal candidate will have a customer-centric and collaborative mentality, willing to go the extra mile for the customer, and will break down barriers in order to ensure customer success.
To be successful in this role, you will be able to:
Support the Salesforce Professional Services Large Scale Program team to identify, prioritize and quantify key business drivers and metrics, helping customers understand how the Salesforce platform and Salesforce Professional Services enable them achieve their strategic and financial goals
Translate the customer's future-state vision which tackles their most business-critical challenges, and enables rapid growth, scalability, and dexterity, into a tangible, quantifiable value story of the results to be realized
Identify new opportunities for customers to drive business value, realize efficiencies, increase business impact, gain competitive advantage and growth in their markets
Conduct assessments and support workshops to gain alignment with leaders on business objectives, success metrics and technology priorities, and to create a strategic roadmap to achieve business value
Track, analyze and synthesize complex information, working in situations where data may be absent or ambiguous and creative approaches are required
Develop financial models; create business-case presentations to quantify the value realized across enterprise-wide delivery engagements over time, support quarterly business reviews and expand sales opportunities
Present and discuss Salesforce's point of view on business excellence with internal leaders and customer executives
Contribute to the development of a business strategy competency within Salesforce Professional Services, share best practices, advise and collaborate with peers
Preferred Qualifications and Skills:
10-15 years of professional experience, ideally in consultative, strategic, and analytical internal and/or customer-facing roles
Deep quantitative analysis and financial modeling skills, with proven business insight and judgment
Experience at both the executive and operational level, with an understanding of digital transformation, business strategy and financial analysis
Demonstrated expertise in program vision and strategy, metrics tracking, outcome measurement and ROI analysis
Executive presence and presentation / facilitation skills, with the ability to effectively present a point of view to a variety of audiences and facilitate groups to reach alignment
Creative, high-energy, entrepreneurial self-starter comfortable running initiatives and programs independently within a "start up-paced" technology company
Thrive working collaboratively and cross-functionally, particularly with Sales, Engagement Delivery Leaders, Solution and Technical Architects, Designers and External Partners
Experience in Technology or Enterprise Software
Innovation/Design Thinking experience is a plus
Occasional travel (expected average 20-30%), variable
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