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Senior Director, Success Engagement
Salesforce
San Francisco, CA, United States
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Salesforce will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
Senior Director, Success Engagement, AMER
Salesforce.org is a nonprofit social enterprise with a mission to empower its community of stakeholders to accelerate impact in a whole new way! Salesforce.org impacts thousands of organizations and the millions of people they serve by delivering the world's best nonprofit and educational technology solutions at affordable rates. It also inspires employee giving by matching their donations and driving volunteer engagement in the community. And it leverages a unique self-sustaining model to generously re-invest the revenue generated back into the community through strategic grants focused on education and workforce development.
We're looking for exceptional candidates to join the Customer Success Group within Salesforce.org. If you possess intellectual curiosity, great problem solving skills and an unwavering belief that the right technology can solve any problem including world hunger (no really, we mean it!) then you are the ideal candidate for the job.
The Success Engagement Senior Director Customer Success is the presales success leader for the salesforce.org Customer Success team and will lead a team of Success Engagement Managers responsible for structuring our customers' salesforce implementations for success. This individualrole will bring deep experience selling and delivering enterprise software implementation projects and inspiration leadership abilities to help ensure our SEM team guides customers toward successfully delivering social impact through great implementations of salesforce technology.
Responsibilities:
• Lead a team of amazing Success Engagement Managers who wake every day driven to help our customers successfully implement salesforce technology in the nonprofit and education sectors
• Collaborate with Sales Leadership on prospect and customer engagement strategy and customer success plans
• Build strong relationships with SI and ISV partners in the salesforce.org ecosystem and align on implementation strategies to maximize customer success.
• Ensure the right salesforce service offerings are positioned across both new and existing customers.
• Develop and nurture long-term relationships with executive stakeholders in AMER your account portfolio, where appropriate, by networking between customers, partners, and salesforce.org.
• Contribute thought leadership and best practice, both internally and externally, around governance and business transformation.
• Provide executive project oversight on partner led implementation projects
• Hire world class talent and manage performance to ensure career growth opportunities
This role will require 30% customer facing travel.
Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition.
Experience/Skills Required:
• Minimum 10 years relevant work experience including minimum 3 years leading a software services practice
• Demonstrated success in building a Services Practice, Customer Engagement or Partner Engagement function for a product company
• Inspirational leadership abilities
• Ability to quickly grasp and simply explain complex technological and business concepts
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue
• Experience managing multi-partner software implementation projects
• Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation
• Knowledge of Salesforce product and platform features, capabilities and best use
• Experience in nonprofit or higher education enterprise architecture sectors
• The following Salesforce.com certifications are will need to be obtained within 90 days of hire: required
○ Salesforce.com Certified Administrator
○ Salesforce.com Certified Advanced Administrator
○ Salesforce.com Certified Sales Cloud Consultant
○ Salesforce.com Certified Service Cloud Consultant
• Bachelor's Degree with MS or MBA preferred