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Director, Customer Transformation

3 weeks ago

Singapore Salesforce Full time

**Job Category**:Customer Success Group

**Job Details**:**Director - Customer Transformation - Singapore**
**Job Details**:Director, Customer Transformation Advisor plays the critical role for setting customers up for Success by prescriptively crafting and then leading the execution of large and ground-breaking projects at our most strategic customers. This role serves as a trusted advisor to Salesforce customers, providing guidance to Sales & Professional Services teams, ensuring alignment across each customer’s projects, and ensuring the highest levels of customer happiness. Partnered with a Account Partner (Services Sales person), the advisor leads both pre and post sales activities, acting as the Delivery guide across the portfolio of products and engaging other SMEs across the organisation to develop and articulate comprehensive implementation proposals. They will then maintain the executive relationships and act as a partner concern point within these implementations in a billable capacity, ensuring tight customer alignment, offering proactive and prescriptive advice resulting in outstanding Customer Success.

You develop and nurture valuable relationships with our most strategic Customers. Marrying Customer strategies with our Services, we enable Customers to adapt to a rapidly evolving landscape by understanding needs. We recommend the right services and solutions, that quickly drive outcomes and tangible business value for our Customers.

**Responsibilities**:

- With the Professional Services sales team - identify and qualify opportunities for large transformation deals in the region
- Establish critical senior relationships with key Customer partners and develop and lead a custom narrative to ensure the why now, why us and how to queries are answered.
- Leading the development of client-specific implementation proposals, engaging with SMEs across the organization to gain consensus on an acceptable proposal
- Aligning closely with Account and Services Sales teams to own pre-sales customer discussions and activities such as prioritising and designing the best solution for the customer.
- Provide the Professional Services team with Subject Matter Expertise related to the proposed solution and client needs in order to ensure successful project delivery
- Providing a measurable value framework and baselining the key metrics of the programme in the initial stages. Also, work closely with the customer to set up a CoE ensuring regular tracking of the metrics
- Where appropriate and required for Customer Success, providing ongoing relationship management to the project team and the customer during the full lifecycle of the engagement, acting as the partner concern point for both the customer and Salesforce delivery teams
- Lead multiple strategic clients simultaneously
- Represent Professional Services at SICs, Executive Round Tables and Executive Events
- Establish Thought leadership content specific to transformation and the region

**Your Impact, you**:

- Provide a vision for the most high profile areas of the organization.
- Have a high level of knowledge of your specialty both internally and externally.
- Work on advanced sophisticated or critical business issues that require innovative technical or industry knowledge.
- Have wide latitude in settling objectives and approaches to critical assignments.
- Take decisions that will affect alignment of resources from cross-functional teams and marketing around technological / business initiatives and have meaningful impact on our technical / Business strategy and our company success.

**Preferred Qualifications & Skills**:

- Direct transformation experience on the customer side and;
- 6+ years’ experience delivering consulting services, including team leadership and active involvement in selling professional services
- 6+ years’ operating in a pre-sales environment, shaping and scoping large and sophisticated implementation projects
- 6+ years of enterprise-level project or program management experience
- Confirmed technical and/or functional proficiency, and ability to engage with architects or SME into pre-sales activities.
- Very strong written and verbal communication skills, executive level presence and experience in working in a client advisory role
- Consistent track record to influence a group audience, facilitate solutioning and lead discussions such as implementation methodology, Road mapping, Enterprise Transformation strategy, and executive-level requirement gathering sessions
- Excellent analytical & problem solving skills
- Public speaking experience

**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 radical ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new corporate philanthropy model. These founding principles have taken our company to phenomenal heights,