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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.
Role Description
For our customers who wish to get the most value out of Salesforce with an enterprise experience, they purchase our Signature Success Plan. Customers who have Signature unlock our deepest level of partnership, our most skilled expertise, and the tools to stay agile.
As we launch Signature capabilities for Tableau, we are looking for a leader to join our Tableau Account Success team aligned to two businesses: Communications, Media, Tech and Consumer & Business Services. The Director, Customer Success is an exceptional, customer-oriented leader who has operated at the executive level. They lead the team’s execution against current & new Success contractual obligations. They lead the strategy for Signature Success Plan launch, renewals and growth across teams, aligning closely with Product & Success Plan Sales, Renewals, Support, and Education.
An ideal candidate has a strong background in Customer Success strategies, trends, and outcomes at the enterprise level. The candidate is able to research, synthesize, and develop insights and actions from market intelligence & customer feedback. Customer centricity, teamwork, resourcefulness, flexibility, and a get-it-done demeanor are needed in this role. Passion & experience with organizations driving business impact & value through data & analytics is highly desirable.
Your Impact
- Lead a team of 6+ CSMs, fostering growth and excellence.
- Address and resolve customer blocking issues in collaboration with stakeholder teams (e.g. Sales, Support).
- Execute strategies for Signature Success Plan renewals across teams.
- Work closely with peers and selling partners on capacity planning for Signature obligations.
- Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed.
- Partner with recruiting teams to orchestrate impactful talent acquisition events.
- Collaborate on talent retention strategies, encompassing career pathing, promotions, and ongoing training.
- Ensure teams are proficient in New Product Introductions (NPI) and New Service Introductions (NSI) initiatives.
- Stay informed on market trends, risks, and opportunities specific to customers and industries, communicating insights to Territory & OU leaders.
- Monitor key performance indicators, including Customer Health using Customer Success Score and Salesforce Loyalty.
- Be responsible for delivery metrics, ensuring consistent progress and results.
Preferred Qualifications & Skills
- Possess a minimum of 8+ years in leadership roles with direct experience in customer success and team management.
- Exhibit strong critical thinking and ability to use data and insights to identify trends and risks.
- Demonstrate excellent communication skills to bridge between various teams and levels.
- Showcase a proven track record in talent management, including recruitment, retention, and development.
- Familiarity with Salesforce's product offerings, services, and the larger industry landscape.
NOTE:
This is an office-flexible role. The expectation is to be in-office 3 days a week when local to an office.
Our Investment In You
- World-class enablement and on-demand training - check out Trailhead.com for a sneak peek!
- Exposure to executive thought leaders with a passion for living our values.
- Clear path to promotion with accelerated leadership development programs.
- Weekly 1:1 coaching with your leadership.
- Fast Ramp mentorship program.
- Week-long product bootcamp.
Volunteer Opportunities
Have you heard of our 1:1:1 model, focused on giving back to the community? The success in giving back has helped us and our Trailblazer community become a leader in philanthropy, culture, and innovation.
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.
Salesforce, Inc. and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. 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.
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