Executive Director, Customer Value Strategist

5 days ago

Old Toronto, Canada Salesforce, Inc. Full time
About Salesforce Professional Services

Salesforce Professional Services focuses on delivering strategic engagements that define transformational opportunities and articulate clear plans for execution of change programs. Our team's expertise and specialisms enable us to engage with executive-level customers to agree on specific business goals and actions to ignite the full value of Salesforce.

We consider people, process, and technology in our approach, ensuring successful engagements include recommendations to the business for change to support deeper, more relevant use of the Salesforce platform.

Role Overview

This Senior Director role is responsible for leading Salesforce Professional Services sales and delivery across a portfolio of cross-industry customers in Canada. As a senior executive, you will lead elite hard-working teams and successfully sell and deliver innovative professional services to Salesforce customers.

You will work as part of a highly matrixed, cross-functional team in close partnership and collaboration across Sales, Customer Success, and the wider Salesforce partner ecosystem. Bringing existing tools and methodologies, as well as innovating new ways of working, you will help customers improve their return on investment and time-to-value using Salesforce.

Your passion will be a never-ending quest to innovate, improve, and enhance service and product delivery methodologies, driving more value for our customers while achieving the professional services' strategic and financial objectives.

About the Role
  • Strategic Problem Solver: Ability to translate details into bigger picture implications driving the business forward, challenging the status quo. You understand industry, market, and organizational dynamics with the intellectual horsepower to handle growing complexity and ambiguity.
  • Talent Management: Has a passion for building great teams of consultants - shown 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.
  • Innovate for Growth: Always thinking about how to make improvements; able to implement changes that map to business strategy. You stay abreast of innovative technology trends.
  • Focus on Customer Success: Builds and maintains relationships with customers; shapes solutions that have significant positive impact on their business and drives the successful delivery of programs/projects within the portfolio.
  • 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 adopts 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 vital for the betterment of our business. Must encourage a clear 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.
Your Impact
  • Lead and inspire Salesforce Professional Services teams engaged in both the pursuit of opportunities and delivery of programs/projects.
  • Accountable for running and continually improving governance, quality assurance, and oversight of all projects in the professional services portfolio. Proactively identify and own driving delivery issues to resolution.
  • Collaborate with Go-to-Market and Industry Consulting Teams to drive continued growth of services.
  • Collaborate closely with delivery practices leadership to ensure a balance of supply and demand for resource skills and capacity in accordance with demands of the market.
  • Work closely with the Sales organization and support solution sales process as part of a OneSalesforce Go-to-Market motion, including the development and enhancement of tools and methodologies that improve the sale of professional services.
  • Review and approve sophisticated proposals and statements of work, participating in deal reviews and approvals.
  • Ensure a thorough understanding of customer expectations through meetings with sales and discussions of contractual details with the customer at the planning meetings.
  • Collaborate 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.
  • Champion 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 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 bookings, 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.
What We Offer

The salary range for this position is $250,000-$400,000 per annum, depending on experience. Benefits include comprehensive health insurance, retirement plan, paid vacation, and career development opportunities.

You will have the opportunity to work with a talented team and contribute to the growth of our business. If you're passionate about innovation, customer success, and teamwork, we encourage you to apply.

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