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Job Category

Customer 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 leader to become the SVP of Customer Success for the Communications, Media, and Technology (CMT) territory in Northern America (AMER) within the Customer Success Group (CSG) and reporting to the AMER Customer Success Geo Leader. This role will have responsibility for leading the team that makes every customer committed to Salesforce for life. The SVP will have the ability to marshal all customer resources to address any customer satisfaction, adoption, professional services, or renewal issues within their territory, resulting in clear accountability, consistent service and one face to the customer.

This role also carries the lead responsibility for Customer Satisfaction and Success through the sale and delivery of our Premier and Services products and add-ons – all of which are critical to the company’s short and long-term success.

Responsibilities

• Drives the strategy and alignment of customer success and transformational impacts through adoption of innovative offers combined with market leading cloud solutions that accelerate business value for our customers
• Focus on customer intimacy to deliver business impact and innovation to a customer’s business by understanding our customers’ key business issues and opportunities
• Create evangelists by listening to customers closely and delighting them with our user experience and service
• Development organizations with product enhancement information
• Build and nurture C-level relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper
• Create a consistent and valued customer experience developing and scaling repeatable methodologies and proven best practices
• Work closely with the Sales organizations to develop and execute growth plans and strategies to drive License Agreements and customer success This will also require territory and portfolio planning alignment with Sales.
• Establish relationships with leadership across sales, services,
  product, channel, and support leadership to ensure cross-functional alignment at scale
• Effectively build and establish relationships with partner consulting organizations to enable a go-to- market strategy
• Manage and achieve key business metrics including bookings, revenue, utilization, and expenses
• Be an inspirational leader and create a vibrant, inclusive culture that
  inspires people to do their best work.
• Operationalize key national/global programs as well as to ensure the team can scale to meet the needs of our customers and do more with less over time.

Background and Experience

• A track record for building and growing a world-class organization through talent acquisition, onboarding, and retention, characterized by high productivity and excellent morale
• Experience with the enterprise and demonstrated leadership to make rapid
  decisions and problem-solving in this environment.
• Experience with Communications, Media, and Technology (CMT) preferred
• Excels in navigating a highly collaborative and highly matrixed environment
• Proven experience building and running a business with the right operational skills
• Proven track record working with Product Management to deliver customer functionality – in this case to drive adoption
• Demonstrated success in building a Services, Customer Engagement or Partner Engagement function

Desired Skills/Experiences

• Broad-based business and technology professional with 15+ years of experience leading a large, high-growth organization delivering software based business solutions to large and small enterprises in the areas of Sales, Marketing, or Services and Support
• 15+ years of work experience in a leadership position
• 10+ years of work experience in enterprise software
• 5+ years in experience in customer success or related role
• Background in consulting is a strong plus.
• Can thrive in a demanding, fast-paced environment.
• Excellent leadership, management, and interpersonal skills.
• High EQ and ability to lead with positive influence.
• Ability to build an operating model with tools, processes and people to drive a scaled model for customer success.
• Detailed understanding of best practices for enterprise CRM systems and experience with complex CRM and IT deployments
• Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy
• Passion for technology and innovation
• Strong understanding of Cloud Computing and the business benefits; a former customer or Cloud Software executive is desirable.
• Excellent communication and presentation skills
• Analytical and negotiation skills, particularly at executive levels
• Strong understanding of business processes and their implementation into enterprise applications
• A technical degree and MS or MBA
• Must be open to 50% regional travel with close alignment with Sales and CSG leaders in San Francisco

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.

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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. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesfore.com or Salesforce.org.

Salesforce welcomes all.

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.