Posted about 1 year ago
Job CategoryCustomer Success Group
Reporting to the CSG Strategic AMER Lead, the Strat East Portfolio Lead (PL) will have the responsibility of leading the team that makes every customer in his or her portfolio successful and committed to Salesforce. The PL will lead post-sales customer success resources to address customer satisfaction, adoption, or renewal issues within their portfolio. They are responsible for ensuring clear accountability, consistent service, and Salesforce value realization across their portfolio of accounts. The PL will also be responsible for supporting Sales and Services revenue growth at a number of our largest customers on the East Coast.Responsibilities:
+ Manage a high-performing team that embodies the Salesforce values focused on making every customer successful
+ Hire world-class talent and manage performance to ensure career growth opportunities and development - our Ohana is our #1 value
+ Focus on customer intimacy - deliver business impact and innovation to a customer's business by truly understanding the customers' key business issues and opportunities.
+ Build and nurture C-level relationships across top accounts to solidify our partnership and commitment to the customer while also clearing the way to build deeper relationships for our team on the ground
+ Create evangelists by listening to customers and delighting them with our user experience and service. Collect feedback to provide our Development organization with product enhancement recommendations.
+ Ensure customer issues are resolved quickly, leveraging resources from across all functions of Salesforce
+ Work closely with the Sales organization to develop and execute growth plans to drive license and services sales growth
+ Manage the operational scorecard for customer renewals, customer adoption, sales and services revenue growth, and consistent customer executive engagement in Quarterly Success Reviews.
+ Provide executive project oversight and client executive communication.
+ A four year degree (MS or MBA preferred)
+ Broad-based business professional with 15+ years of experience leading a Services or Product organization in a company that delivers software based business solutions related to Sales, Marketing, or Services and Support.
+ Deep knowledge of the salesforce organization
+ Existing relationships with C-level executives at Fortune 500 companies.
+ Demonstrated success in building a Services, Customer Engagement or Partner Engagement function in a Fortune 500 company
+ Demonstrated success in consistently delivering revenue numbers, producing accurate forecasts, while maintaining a focus on profitability.
+ Ability to work independently and in a strong team environment. Must be able to deliver on detail as well as strategy.
+ Ability to evaluate and develop the existing teams and re-shape as necessary while both mentoring and inspiring the team.
+ Proven track record working with Product Management to deliver new customer functionality that leads to adoption
+ Passion for technology and innovation
+ Strong understanding of SaaS and the business benefits; a former customer or SaaS executive is desirable.
+ Proven experience building and running a business with the right operational skills
+ Excellent communication, presentation, and negotiation skills
+ Ability to quickly grasp and distinctly explain technological and business concepts
+ Strong understanding of business processes and their implementation into enterprise applications
+ Experience managing large projects and developing technical teams including third party delivery organizations.
+ Demonstrated ability to manage multiple customer accounts in conjunction with large sales organizations
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes's "World's Most Innovative Company" five years in a row and one of Fortune's "100 Best Companies to Work For" eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.
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. 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.
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!