Posted almost 5 years ago

Job CategorySales

Job DetailsCustomer Engagement Lead

Location: SF AND NYCDepartment Description:Salesforce's Innovation Center (SIC) is the epicenter of Salesforce's executive engagement strategy. We deliver immersive experiences that enable us to better understand our customers' needs and map them to inspiring outcomes. The SIC is where we win the hearts and minds of senior executives, proving Salesforce is the obvious partner to help co-create their vision and guide them to achieve business success.Role Description:We are seeking a senior customer advisor to engage CEOs and C-suite executives in strategic conversations around their top business priorities and how Salesforce can partner to help them drive customer-centric, transformative change. These high-profile meetings are peak Salesforce relationship-building events, attended by Salesforce Executive Management and other leaders from across our company.This customer engagement lead partners with meeting strategists, Account teams and speakers to envision, develop and deliver CEO engagements. The engagement must be rigorously prepared, expertly facilitated, and outcome-oriented. It requires leaning in to collaborate with Account teams and speakers in conducting research and preparation, designing activities, ensuring every detail of the meeting is expertly produced and delivers strong customer momentum post-engagement.Customer Experience Lead will have three active roles:1. C-Suite Strategic AdvisorServe as an informed and influential discussion leader for CEOs and C-Suite executives, invoking curiosity and out-of-the-box mentalities. You educate, improve, and add value to each meeting by guiding strategic conversations and synthesizing key insights and discussions. On the day of the briefing, the Customer Engagement Lead will own the room - knowing when to move on, when to pivot, when to pause, when to double-click.2. Customer Journey Trail GuideYou will support Salesforce Innovation Center engagements by crafting a vision that leads our customers on an integrated journey during their visit and beyond. Success in this role means ensuring that our corporate message is delivered in a compelling and personalized manner to customers. You will partner with the aligned SIC Strategist and sales teams to create a solution-oriented approach designed to highlight customer success and advance our customer's on their transformation journey, with strong outcomes and compelling next steps with Salesforce.3. Team ConsultantThis role will serve as an advisor to sales teams, discussion leaders, and executives preparing for customer briefings in the SIC. The Customer Engagement Lead will partner with teams to create tailored content and deliverables for customers in the SIC. You will drive strategic alignment before, during, and after each briefing with involved stakeholders. You will design and deliver individual and team presentation effectiveness coaching and direct preparation activities; sharing best practices and techniques, providing a resource for how to up-level and sharpen communication skills.Role and Responsibilities:

+ Lead Voice of the Customer discussions, knowing when to ask the right types of questions (provocative, clarifying, fact-finding, insightful)

+ Drive the Salesforce corporate message across the company, including presenting this message to customers in the SIC

+ Design, facilitate or train others on activities including white boarding and digital or physical collaboration

+ Partner with the SIC Strategist to craft a custom agenda that tells one cohesive story, weaving a consistent theme throughout all sessions of the day, playing off of the customer's goals and pain points

+ Brief and prepare Salesforce executives for their HQ SIC engagements and Dreamforce SIC engagements

+ Create and present to executives the vision and solutions appropriate for specific customers

+ Work closely with account teams, industry experts, and product teams to ensure delivery of visionary customer stories and technology demos

+ Take ownership at the briefing- steer the conversation effectively

+ Coach, brief, and prepare Salesforce executives for their SIC engagements

+ Partner with SIC Content Strategists to perform in-depth customer research to inform sales teams and executives on the nuances of the customers in the room

Qualifications for our Preferred Candidate:

+ BA or equivalent undergraduate degree required with strong academic credentials

+ 10+ years of experience in a professional consulting environment with experience working with C-level clients

+ Deep understanding of Salesforce: corporate message, solutions, values and culture

+ Passion for thought leadership, particularly topics relevant to C-Suite execs such as Fourth Industrial Revolution, customer-centric business design, future of industries, talent and culture

+ Demonstrated prowess in the art of storytelling, facilitating C-suite meetings, and interpersonal skills

+ Ability to quickly establish credibility and trust with senior business leaders as well as internal stakeholders

+ Ability to balance conversation and presentations in mixed groups, bravery to tell hard truths and manage political dynamics, effectively drive and influence participants towards promising new and unconventional ideas

+ Dynamic, empathetic and flexible in communication and work styles depending on context and in multi-cultural briefings

+ Experience in coaching sales teams on creating custom sales presentations, improving communications skills, and conveying appropriate body language

+ Proven track record driving complex projects, initiatives, and workstreams from concept to completion

+ Ability to collaborate cross-product, cross-industry, cross-rank

+ Pragmatic and goal oriented

+ Creative and comfortable with ambiguity, exploration and iteration under pressure / tight deadlines

+ Knowledge of deal strategy, business model development, human-centered solution design

Posting Statement

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.

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.

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!