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　　Job Category

　　Customer Success

　　Job Details

　　About Salesforce

　　We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

　　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 Senior Director, CSG AMER Services Portfolio Lead you will lead Salesforce Professional Services delivery across a portfolio of business within the Aerospace & Defense/Government Systems Integrator industry. This role is a senior executive with experience and a passion for growing extraordinary impactful teams and successfully delivering innovative professional services to Salesforce customers.

　　This role works as part of a highly matrixed, cross-functional team in close partnership and collaboration across Sales, Customer Success, and the wider Salesforce partner ecosystem. Demonstrating existing tools and methodologies as well as innovating new ways of working, the Portfolio Lead helps customers enhance their return on investment and time-to-value using Salesforce. They redefine traditional consulting models by focusing on business value, agility, and cloud practices, ensuring customer success, and developing lasting customer relationships. Their passion is a never-ending quest to innovate, improve, and enhance our service and product delivery methodologies, driving more value for our customers while achieving the professional services strategic and financial objectives.

　　This role requires 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 gain customer value, and develop a consistent industry strategy to help scale our business.

　　Leadership Qualities:

　　Strategic Problem solver: 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 - validated 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 powerful 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: Take an unpopular stand if vital 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:

　　Accountable for the successful delivery of highly visible engagements and services offeringsAccountable for running and continually improving governance, quality assurance, and oversight of all projects in the professional services portfolio. Lead delivery critical issues to resolution.Collaborate with Go-to-Market and Industry Consulting Teams to drive continued growth of servicesCollaborate closely with delivery practices leadership to ensure a balance of supply and demand for resource skills and capacity in accordance with demands of the marketWork closely with the sales organization and support solution sales process, including the development and enhancement of tools and methodologies that improve the sale of professional servicesReview and approve sophisticated proposals and statements of workParticipate in deal approvals as neededEnsure a thorough understanding of customer expectations through meetings with sales and discussions of contractual details with the customer at the planning meetingsCollaborate with Professional Services Marketing, Sales and Pre-Sales Teams, and the wider Salesforce business to shape solutions, including hands-on deal involvement in large sales pursuits that will accelerate value for our customers.Foster executive relationships and, when required, serve as the executive sponsor or support others inside the business who serve as the executive sponsor.Gain a deep understanding of our customers, their businesses, and industries, and help them realize their bold business value and transformations.Work with Salesforce Enablement, Training, and Employee Success Teams on ongoing professional development and skill development programs for all team members.Contribute to innovating and developing new and existing service offerings in partnership with Product Management and Development Teams.Accountable (in conjunction with the Global Services Operations Team) for running and continually improving repeatable processes that drive sustainable customer value and satisfaction and predictability of revenue.Collaborate with our ecosystem of Salesforce consulting partners to drive value for our customers.Responsible for achieving strategic and financial targets, including professional services revenue, team utilization, profitability, customer satisfaction, customer business value, team development, employee engagement, operational innovation and excellence.Provide management reports to senior management on customer status, resource utilization, and revenue forecasts as needed

　　Required Skills & Experience:

　　10+ years experience in a Services leadership position with validated quota attainment and exceptional result's building, running success, bookings, revenue and margin while growing a business portfolio10+ years of work experience with deep A&D and/or GovSI industry expertise and knowledge of industry-specific challenges, regulations, and expectations10+ years of experience leading, managing, coaching, and developing staff5+ years at Salesforce or in the Salesforce ecosystem with direct P&L responsibilityTrack record in product and business model innovation -approach to create unique customer insights and convert them into replicable, scalable, profitable service offersShown success at leading transformational projects to deliver customer outcomes through technology Senior leader able to operate optimally with C-level executivesStrong intuition for business and analytical skills with ability to think strategically as well as ability to handle detailsDemonstrated experience leading sales and delivery teams.Strong organizational and leadership skills to lead multiple projects, responsibilities and staff.Exceptional relationship-building skills proven by ability to grow and nurture relationships with internal stakeholders.Validated ability to influence cross-functional teams without formal authority.High energy and passion for the job.Bachelors degree

　　Preferred Skills & Experience:

　　10+ years of experience in a Program Management roleCRM, software/hardware services experienceExperience in web-based, Cloud ComputingMBA, PMP, or commensurate experience

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