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SVP Customer Success Programs and Communities

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Category:  Customer Success – Professional Services
Location:  US - New York - New York
US - Massachusetts - Boston
US - Illinois - Chicago
US - California - San Francisco (HQ)
03/14/2017
SF-Y Salesforce will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
ABOUT SALESFORCE:
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes's "World's Most Innovative Company" five years in a row and one of Fortune's "100 Best Companies to Work For" eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.

Senior Vice President, Customer Success Programs and Communities
Location: US
Salesforce empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes's "World's Most Innovative Company" five years in a row and one of Fortune's "100 Best Companies to Work For" eight years in a row.

The mission of Salesforce Customer Success Group (CSG) is to accelerate our customers' success through business transformation. Our most strategic customers call us Trusted Advisors and we help them become more agile and differentiated in the marketplace. We leverage CRM, collaboration, mobile and platform technologies to connect employees, customers and business partners together. We understand and manage our customers throughout their lifecycle, driving adoption and engagement for each user. Ultimately, we ensure customers are generating significant business value from their Salesforce investment and become customers for life.

The Challenge:
Salesforce's Customer Success Group helps businesses transform with Salesforce products. We work with the customers and partners ranging from the world's largest enterprises to the most innovative start-ups to plan and execute game-changing digital transformations. Our customers rely on our ability to deploy both world class experts and innovative methodologies to understand and deliver on their business goals. As we continue to aggressively grow, we need a seasoned executive to oversee the development of our Methodology for Digital Transformation and the building of capabilities needed to drive Digital Transformation with our customers.

Who are we looking for?
We are looking for a passionate executive to lead multiple teams within the Customer Success Group. The teams include the following key responsibilities:
  • Refining Salesforce's standardized methodology for Customer Success and Digital Transformation by working with our most senior leaders and strategic customers
  • Implementing our methodology by building capabilities in our 4,000+ global team members
  • Efficiently scaling our Advisory services teams, including recruitment, onboarding, and deployment of our technical experts to customers
  • Owning role-based communities across all Customer Success Group team members, ensuring our people have the career direction, enablement, and mentorship to deliver customer success for our clients
The role will report to the Executive Vice President of Innovation & Transformation Services, and will interact regularly with the President of Customer Success. The successful applicant will have a broad ability to influence and grow a $1B+ P&L, and play a critical role in managing customer satisfaction and attrition across tens of thousands of customers.

Responsibilities:
  • Develop Salesforce Methodology for Digital Transformation and Customer Success
  • Liaise with experts from both inside and outside our industry to strengthen Salesforce position of as the global leader for customer success
  • Build deep relationships with field stakeholders at all levels, from EVP down to service delivery managers, to truly understand the needs and challenges of our customer facing teams
  • Take personal ownership for the implementation and adoption of our new methodology
  • Oversee development of Business Value calculation methodology within Customer Success, and integrate into the new methodology
  • Drive onboarding and deployment excellence for hundreds of Advisory resources as they join our teams each year
  • Oversee Role Community owners, who provide leadership and support to each group of roles across thousands of the Customer Success Group's team members
  • Support Services Product Management and Strategy
Qualifications & Skills
  • 20+ years experience in the High Tech or Management Consulting industries
  • Experience leading global services teams
  • Deep thought leader with tangible experience planning for success in enterprise scale digital transformations
  • Team player with strong interpersonal skills
  • Ability to thrive in a fast-paced, unpredictable environment
  • Creative and strategic thinker
  • Exceptional written and verbal communication skills
  • Adept at project management and cross-functional collaboration


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