Director - Customer Transformation

Job Category

Operations

Job Details

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.

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 to not only our most strategic customers but in domains and areas that are still white spaces where our teams of Account Partners (Services Sales person) are not operating in.

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, 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 the 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
- Have the ability to look down the path and begin to nurture deals in the pipe to maturity independently
- Have the confidence and ability to chart out a path in white spaces that have not been touched by Account Partners and own the accounts end to end
- 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

**What You Bring to the Table**:

- 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 and ideally across different domains
- 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, preferably across diverse industries;
- Experience delivering consulting services, including team leadership and active
involvement in selling professional services
- Experience operating in a pre-sales environment, shaping and scoping large and sophisticated
implementation projects
- 10+ years of enterprise-level project or program management experience
- Confirmed technical and/or functional proficiency, and abil