Posted in Other 30+ days ago.
Location: Seattle, Washington
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The Salesforce Professional Services business is growing at an unprecedented rate. In order to evolve and meet our customers' increased needs and expectations, we are creating new ways of working rooted in deep industry expertise and relevance. As SVP, AMER Services Operating Unit Lead in the Customer Success Group, you will be leading the teams who design, develop, and deliver our portfolio of professional services offerings across an industry-aligned operating unit within the AMER region. Ultimately, you will ensure we bring our AMER Services expertise to market in a coordinated way across the segment in order to improve customer satisfaction, increase product usage and adoption, and directly impact Salesforce.com's top and bottom line.
At the high level, this includes developing a deep understanding not only of the cloud technology landscape, but also unique industry-specific challenges, regulations, and expectations. You will craft strategies that unearth opportunities to create and capture customer value, and develop a consistent industry strategy to help scale our business. At the more tactical level, this role is designed to lead and manage an AMER Services operating unit portfolio in its entirety - driving utilization, bookings, and revenue across the OU. You will work cross functionally with our sales teams to ensure go-to-market motions are integrated to drive end-to-end success for our customers. This role will also partner on the development of new industry-specific services products and programs, based on insightful customer engagement and understanding, including launching pilots that will allow us to co-create new offerings with our customers to confirm market fit.
You will interact regularly with our distribution organization, specifically your industry counterparts, as well as other teams within the company to provide a holistic and complete view of business goals related to the set of service products you need, the technology capabilities this requires, and the content needed to support these offerings across the industry.
Leadership Qualities:
Strategic Thinker: Ability to translate details into bigger picture implications driving the business forward, challenging the status quo. Understands industry, market and organizational dynamics with the intellectual horse-power to handle growing complexity and ambiguity. Aligns the right resources to the task at hand; foresees and plans around obstacles.
Talent Management: Has a passion for building great teams - proven ability to develop others who have significantly contributed to company success with a history of making good hiring decisions and developing a strong bench of successors. Champions talent beyond own organization
Innovate for Growth: Always thinking about how to make improvements; able to implement changes that map to business strategy. Stays abreast of cutting edge technology trends.
Focus on Customer Success: Builds and maintains relationships with customers; shapes solutions that have significant positive impact on their business.
Builds Trust and Credibility: Makes decisions based on organization's values - actions are consistent with company's core values. Ability to set clear vision - role models a growth mindset and shares mistakes widely for others to benefit and embraces a learning mentality.
Lead & Adapt to Change: Thrives in a changing, dynamic environment - Relishes leading even when times are tough and models the attributes of a GREAT leader.
Courageous Communicator: Must be able to take an unpopular stand if necessary for the betterment of our business. Must encourage a transparent and healthy debate while seeking the best alternative. This leader is looked to for direction in a crisis, faces adversity head on, and is energized by tough challenges.
Responsibilities:
Provide industry and account-focused thought leadership and vision for the next generation of AMER Professional Services, leveraging the unique opportunities of our lead position in the market and the Cloud model.
Attract top talent, and coach and develop a strong team consistent with our culture.
Develop an approach to generate unique insights about our customers' unique needs as well as industry trends and sales plays (user groups, advisory councils, etc.)
Strong collaboration internally with stakeholders in the Customer Success Group, Sales, Marketing, and Product Teams to operationalize the delivery of services by segment.
Proven ability to influence across organizations without direct hierarchical ownership of teams.
Recognized spokesperson and trusted advisor with customers and analysts (listening, public speaking, writing, and negotiating)
Manage the financial commitments of the operating unit, working with multiple parties, against financial and business metrics.
Systematize the process for developing new packages and programs. Build a new delivery model for packaged services.
Enable and evangelize the portfolio internally and externally.
Collaborate with our internal teams to operationalize the delivery of services for multiple sub-segments.
Required Skills & Experience:
15+ years experience in a services leadership position with proven quota attainment and exceptional results building, managing success, bookings, revenue, and margin while growing an annual business portfolio of $250M+
15+ years of work experience with deep industry expertise and knowledge of industry-specific challenges, regulations, and expectations in one or more of the following industries:
Healthcare and Life Sciences
Retail and Consumer Goods
Financial Services
Communications, Media, and Technology
Manufacturing, Energy & Utilities, and Automotive
Travel, Transportation, and Hospitality
Public Sector
5+ years of experience at Salesforce or in the Salesforce ecosystem with direct P&L responsibility
Track record in product and business model innovation -approach to create unique customer insights and convert them into replicable, scalable, profitable service offers
Proven success at leading transformational projects to deliver customer outcomes through technology
A senior leader able to operate effectively with C-level executives
Strong business acumen and analytical skills with the ability to think strategically as well as the ability to handle details
Demonstrated experience leading product, marketing, and delivery teams.
Action oriented and results driven.
Strong organizational and management skills to manage multiple projects, responsibilities, and staff.
Exceptional relationship-building skills demonstrated by the ability to grow and nurture relationships with internal stakeholders.
Proven ability to influence cross-functional teams without formal authority.
High energy and passion for the job.
Bachelors degree
Preferred Skills & Experience:
15+ years of experience in a Product/Program Management role
CRM, software/hardware services experience
Experience in web-based, Cloud computing
MBA and technical disciplines
Product Management certification
Program Management certification
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