Description
We are looking for a leader to own key programs that require Customer Success to transform and evolve people, processes, systems alongside company strategies. This leader will understand what it takes to drive transformation at scale, will connect together corporate goals and Customer Success goals, and will influence cross-functional executives and stakeholders to achieve and execute on these combined goals. Examples of transformation programs this role will drive include:
M&A integration: stabilize and integrate the Customer Success functions of acquired companies across all aspects
Success-Sales collaboration at scale: drive and influence process, systems, and enablement transformation to allow sales and post sales field teams to jointly deliver customer value
Consumption transformation: determine how Customer Success needs to operationalize the Consumption transformation
Security and Privacy compliance: manage the projects to deliver customer’s security needs and adhere to compliance changes
Other programs: as strategies evolve, assess new transformations that Customer Success may need to invest in
Key Responsibilities
Build relationships and work cross-functionally across Customer Success functions, Technology, Sales Experience, Corporate Development, Security who are all part of the program value chain
Influence senior executives in order to drive program dependencies, clear roadblocks, and deliver to desired outcomes of the program
Lead a team of senior directors by providing thought leadership and partnership, elevating their work, clearing roadblocks
Clarify vision, problem statement, frameworks, workstreams for each program in order to keep all team members and stakeholders aligned
Create executive-facing presentations and co-present to executive leaders to get buy-in, decisions, funding, etc.
Continuously improve programs and processes for scale and efficacy, listening to feedback from key stakeholders
Understand the business and future direction, do discovery and exploration on new and undefined transformation needs
Minimum Requirements
Excellent communication skills
Strategic thinking, problem structuring and problem solving skills
Proven people leader
Strong EQ and collaboration skills
Experience managing programs and process improvement
Experience working for Enterprise Software companies
Experience in customer-facing planning and operations roles
Creative thinking and challenging the status quo
Managing with calm in stressful and ambiguous situations
High accountability and executing with urgency
For roles in San Francisco and Los Angeles: 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.