Customer Success Program Director

Company: Salesforce.com, Inc
Location: Atlanta
Posted on: May 16, 2022

Job Description:

_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**

Customer Success Group

**Job Details**

We are looking for a **Customer Success Programs Director** to join our **Global Shared Success Programs** team. In this customer-facing role, this person will deeply understand customers specific to one or more regional Operating Units in order to drive meaningful engagement on strategic Salesforce priorities. You will be accountable and responsible for achieving program metrics for assigned Operating Unit(s) and will be a Subject Matter Expert for customer engagements. Are you a team player who is passionate about improving the customer experience? If so, this could be your #dreamjob!

**Job Description**

This role focuses on strategic customer-impacting corporate initiatives and will work to better understand and consolidate customer feedback and lessons learned to bring the voice of the customer back to the cross-organizational program team.

This is a customer facing role, and your time will be focused on customer engagements where you will work alongside Customer Success and Product teams to drive clear business outcomes. This role will work closely with our Global Programs team, our Technology and Product organization, and regional Success Teams enabling excellent career growth opportunities. You will play a critical role in our Product Adoption programs by ensuring our most strategic customers get maximum value out of their investment in Salesforce, and that they are armed with best practices to do so securely. You will create and execute on a strategy to achieve targets for each Operating Unit (OU) while engaging with key customers for their unique challenges and needs. You must provide team leadership, build strong partnerships and foster collaboration with customers.

**Responsibilities**

+ Function as the local subject matter authority for global programs, coordinating and performing successful customer engagements related to a program's measurable objectives.

+ Be accountable for program targets and customer engagements in your assigned business Operating Unit(s). Coordinate with OU leadership to ensure they understand the strategy and progress toward program goals.

+ Coordinate and run regional efforts based on program specific needs.

+ Develop an understanding and knowledge of customer's Salesforce implementations and be able to communicate specific challenges they may have back to the team.

+ Proactively identify regional risks to achieving program goals and work with the global program teams and account teams to build a risk mitigation plan.

+ Produce and complete comprehensive program plans showing the current state, target future state with timeline, and an underlying enablement Plan.

+ Provide inputs to the product management and engineering organizations with customer-generated requests.

**Experience Required**

+ Experienced professional with 7+ years relevant industry expertise

+ Strong consulting skills and proven results working as a Trusted Advisor to drive business value for customers

+ In-depth knowledge in one or more line of businesses (LoB) - a specific cloud or industry

+ Ability to drive effective and influential conversations at an executive level

+ Can facilitate difficult discussions and is adept at handling objections

+ Strong knowledge of Salesforce product and platform features, capabilities, and best use cases

+ Willingness to learn and adapt to new initiatives and technologies

+ Solutions-oriented, with a demonstrable track record of identifying and implementing creative solutions

+ Industry certifications such as PMP, Scrum Master, and Salesforce Certifications are a plus

*LI-Y

_For Colorado-based roles: Minimum annual salary of $75,000. You may also be offered a bonus, restricted stock units, and benefits. More details about our company benefits can be found at the following link:_ _https://www.getsalesforcebenefits.com/_

**Accommodations**

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form (https://careers.mail.salesforce.com/accommodations-request-form) .

**Posting Statement**

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Salesforce welcomes all.

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Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.

Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the "Most Admired Companies in the World" and one of the "100 Best Companies to Work For" eleven years in a row, and named "Innovator of the Decade" and one of the "World's Most Innovative Companies" eight years in a row by Forbes.

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