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Director, Renewals Scale Strategy
Salesforce
San Francisco, CA, United States
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Customer Success Group
Job Details
We are seeking a Director, Renewals Scale Strategy to join a dynamic high-impact team that delivers strategic and operational analysis to our Customer Success & Growth (CSG) leadership team and will play a crucial role in supporting our scale customers. This role is hybrid of traditional jobs in strategic planning, operations, finance, and analysis – requiring a mix of automation expertise, outsourcing optimization, capacity planning, and business operational support.
Sample projects range from the strategic to the very operational including automation recommendations and delivery , strategic plan, customer segmentation, customer success performance evaluation, analysis of trends, regular review of key performance metrics, and formulation of meaningful and actionable recommendations.
You must be able to lead relationships with stakeholders across our Worldwide Renewals organization and partner with leaders from Finance, Employee Success and Sales/CSG Strategy. Your objective perspective is paramount in this role. You must have a solid business understanding, be detail oriented and have the ability to think strategically. You will need to translate high level questions and needs into operational guidelines, analysis and reporting that measures our ability to deliver company and customer success. This individual must be a thought leader and be able to work with Executives cross-functionally to gain sponsorship drive efficiency, scalability and performance improvement to support our scale customers at time of renewal.
Responsibilities:
• Lead ongoing analysis of business performance to support daily operations
• Partner closely with peers and cross-organization colleagues to lead initiatives, get buy in and ensure action and adoption
• Build an expansive internal network to bring all possible expertise and resources to bear on your projects. It is through these relationships, and the knowledge that they bring, that our renewals strategy will be impactful (Renewals, CSG, Finance, Sales Ops, Pricing Team, and other internal resources as appropriate)
• Perform thorough analysis to support any recommendation you make, working with existing analytical resources and doing a fair amount of heavy lifting yourself
• Create and manage project plans, monitor progress and timelines, identify and resolve risks to ensure success, escalating to management as appropriate.
• Sell your recommendations to executive management through exceptional presentation, tangible quantitative explanation, and mastery of qualitative factors that complement the numbers
• Attention to Detail: #your favorite non-profit organization on your resume
Desired Skills/Experience:
• 10+ years in a Business Operations or equivalent function with significant exposure to services teams, OR experience in management consulting, preferably with some engagements that provided exposure to Services and Sales operations and Finance
• BS/BA required; MBA a plus, but not required
• Stellar hypothesis-based problem solving skills with an understanding of finance, statistics and predictive modeling. Must be results oriented and able to move forward without complete information
• Creativity and strategic thinking – and the agility necessary to master both the daily hands-on analysis and the big picture strategy
• Self-starter and high degree of motivation to go above and beyond the task at hand
• Exceptional cross-functional leadership skills
• Able to communicate clearly and effectively to senior executives. Diplomatic and discrete thought partner to business leaders
• Strong presentation skills, especially related to building compelling PowerPoint presentations
• Assertiveness, directness, and a “company first” mentality
• Flexibility and ability to adjust on the fly to new demands; sense of urgency
• Excellent project and time management skills
• Familiarity with marketing, sales and renewals processes of enterprise software
• Facility with advanced modeling and analytical tools SQL, Tableau, Business Objects, etc. a plus
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