Salesforce.com, Inc Strategic Account Architect, VP in Boston, Massachusetts
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Customer Success Group
Your Role and Responsibilities
Salesforce Professional Services helps customers transform and build what’s next for business - with technology. We seek an experienced strategic business leader with proven success who can lead the Board of Directors and C-suite of our customers to transform business, operations, and technology to drive business outcomes. As a trusted advisor, he/she will cultivate and oversee executive customer relationships and delivery of transformative programs with our most strategic customers, partners, and technical delivery leaders. He/She will be responsible for overseeing adoption and consumption of our technology, building and managing customer relationships, CSAT, and service delivery.
The ideal candidate will bring diverse IT and/or Management Consulting background and knowledge of industry trends, leveraging this credibility as a strategic advisor to our customers, partners, and internal teams across Salesforce.
The candidate will have deep Salesforce technology expertise and the ability to craft innovative, forward-looking strategies leveraging that technology to realize business results.
In this role, you will be the voice of the customer to shape and execute a strategy to build mind-share and broad adoption of Salesforce technologies. Critical to the role is the ability to think strategically about business, product, and technical challenges as you drive customers’ efficiencies, cost savings, and quick innovation available on the Salesforce platform.
Actively participate in the pursuit process of our large scale deals, working cross-functionally within Salesforce to ensure we are selling what we can deliver as aligned with the customer’s objectives; work with teams to deliver the pitch, define scope/team and contribute to pricing and contractual arrangements.
Work hand in hand with internal teams (Sales, Success, TMP and Support) to develop and manage strategy and drive customer adoption initiatives. Maintain through the life of the relationship.
Ensure the technical architecture is optimized to achieve the most elegant client solution; balance business requirements with technical capabilities to deliver the optimal outcomes.
Responsible for communications with the client and within Salesforce up to the CxO level regarding expectations, performance, governance and issue escalation/resolution during the course of delivery to ensure success.
Accountable for overseeing end-to-end service delivery of the technical solution.
Drive transformational changes needed to achieve the customers' objectives, informed by deep industry and product expertise.
Effectively leads and inspires the Salesforce Professional Services team members engaged in the services delivery. Coach and develop the technical team.
Anticipates, mitigates, and manages risk to Salesforce and the customer.
Participates in the continued development of internal processes, artifacts and methodologies to support service delivery to our most strategic customers.
10+ years experience leading enterprise-level technology transformation programs at Fortune 500 companies (preferably Salesforce enabled transformations)
10+ years of relevant consulting experience in professional services
5+ years of experience leading, managing, coaching, and developing staff
Experience working with customers to understand and solve their most pressing business challenges
Knowledge of the concepts, practices, procedures, and deliverables associated with system development, implementation, and operational readiness.
Knowledge of technical acumen to work with technical teams to develop comprehensive operational plans and address technical issues
Significant experience managing C-suite relationships at customers
Experience working on pursuit teams and participating in the proposal development process
Executive-level communication skills, written and oral
Travel up to 80% (While travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended)
Salesforce Certified Technical Architect Achievement, desired
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.
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