To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Operations

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.

Role Description
For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled experts, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

The Programs, Operations & Tech team works within Account Success to drive operational rigor in how we run the business and also to support various special projects and efforts to change and grow the business via programs and technology. The Senior Director, Account Success Centers of Excellence role is a critical leader and part of this Leadership team. They are responsible for driving key strategic initiatives across account success, including cloud and region based communities of practice, the evolution of the Customer Success Manager and Customer Success Area Lead roles, and ensuring that employees and the customers they serve are prepared for changes to products and able to provide feedback and request product improvements.

The Senior Director will lead the strategy and execution of various critical priorities in our new CoE function and partner closely with both internal Account Success stakeholders and other key Customer Success teams to improve processes, develop and deliver key programs to support customers, and drive innovation and transformation.

The ideal candidate is an experienced leader of leaders with a proven track record of defining and driving cross-functional, organization-wide strategic programs. They are deeply experienced in driving transformational change that leverages new technology, processes, and operating models. The individual will have a high sense of urgency, a strong executive presence, and an outstanding history of partnering with a broad cross-functional organization. Our culture is fast-paced, and our initiatives are vast. This is an exciting and perfect opportunity for the go-getter who thrives in such an environment!

Primary Responsibilities:

Lead, coach, and mentor teams to design transformational experiences for customers and employees.

Directly manage initiatives and teams with a customer-centric focus, and rapid experimentation / hypothesis testing

Build alignment with key executives and leaders across the company, including Offers, Customer Support, Product Education, Business Technology, Digital Success, and Account Success.

Present findings, recommendations, and aspirational experiences to business stakeholders for alignment

Navigates difficult conversations, diverse issues and conflicting requirements by facilitating negotiations, and presenting options to design solutions that meet overall business needs. Can coach others on how to approach conversations.

Can effectively identify, frame, and communicate problems in a way that ensures all parties understand what they are, why they're important, and how we might go about solving them.

Inspires trust and nurtures relationships with stakeholders and business partners across the organization

Capable of leading, creating, and presenting a long-term vision, and with a supporting strategy to achieve it

Connects experiences with organizational priorities to drive alignment and accelerate innovation

Embodies the values of Trust, Customer Success, Innovation, and Equality

Help define critical customer and organizational priorities across the customer journey, and as a part of our Global Customer Support and Product Education transformations.

Preferred Qualifications:

10+ years of experience building alignment with key executives, leaders, stakeholders, and business partners across complex organizations

Strategic thinker, with clear vision to drive world-class change management and proven background leading strategic, cross-functional programs with company or function-wide impact

Demonstrated ability to lead high-performing and cross-functional teams with a culture of innovation and collaboration

Exceptional problem-solving acumen; can break down complex issues and devise actionable solutions with minimal guidance.

Direct and effective communicator who can convey complex ideas in a clear, concise manner both verbally and in writing to various levels of leadership and lead through influence

Experience taking sophisticated ideas and simplifying them into clear solutions that drive business outcomes

Must be customer-obsessed, curious, and empathic, with a strong sense of ownership and accountability

Strong organizational skills, attention to detail, and ability to work quickly and efficiently, prioritizing a varied workload with multiple stakeholders and shifting demands

Expertise in customer-centric design, technology transformation, and automation

Experience in Enterprise SaaS / Cloud companies preferred but not required

LEAN certification and/or Lean Six Sigma Black Belt preferred but not required

Experience with design applications including but not limited to, Google Slides, Figma, Lucid Chart and Miro preferred

NOTE: This role is office-flexible, and the expectation is to be in-office a minimum of three (3) days per week.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

For Washington-based roles, the base salary hiring range for this position is $196,800 to $300,200.

For Illinois based roles, the base salary hiring range for this position is $196,800 to $300,200.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.