Client Partner, ACE (AMER Commercial & Enterprise)

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Job Category

Customer Success Group

Job Details

The Client Partner will support our AMER Commercial & Enterprise OU. This includes MAE (Manufacturing, Automotive, Energy), CBS (Consumer Business Services), TTH (Travel, Tourism, Telco & Hospitality)

Salesforce Professional Services helps customers transform and build what’s next for business - with technology. We seek an experienced strategic business leader with proven success who can lead the Board of Directors and C-suite of our customers to transform business, operations, and technology to drive business outcomes. As a trusted advisor, you will cultivate and oversee executive customer relationships and delivery of transformative programs with our most strategic customers, partners, and technical delivery leaders. You will be responsible for overseeing adoption and consumption of our technology, building and managing customer relationships, CSAT, and service delivery.

The ideal candidate will bring diverse IT and/or Management Consulting background and knowledge of industry trends, leveraging this credibility as a strategic advisor to our customers, partners, and internal teams across Salesforce.
The candidate will be able to craft innovative, forward-looking strategies while clearly defining the path forward, leading the changes to IT strategy, policies, processes, people, governance and partnerships.

In this role, you will be the voice of the customer to shape and execute a strategy to build mind-share and broad adoption of Salesforce technologies. Critical to the role is the ability to think strategically about business, product, and technical challenges as you drive customers’ efficiencies, cost savings, and quick innovation available on the Salesforce platform.

Responsibilities:

• Actively participate in the pursuit process of our large scale deals, working cross-functionally within Salesforce to ensure we are selling what we can deliver as aligned with the customer’s objectives; work with teams to deliver the pitch, define scope/team and contribute to pricing and contractual arrangements.

• Work hand in hand with internal teams (Sales, Success, Technology & Product, and Support) to develop and manage strategy and drive customer adoption initiatives. Maintain through the life of the relationship.

• Responsible for communications with the client and within Salesforce up to the CxO level regarding expectations, performance, governance and issue escalation/resolution during the course of delivery to ensure success.

• Accountable for overseeing end-to-end service delivery and ensuring all contractual commitments are met. Works with the customer to amend and approve changes as necessary.

• Drive transformational changes needed to achieve the customers' objectives, informed by deep industry and product expertise.

• Effectively leads and inspires the Salesforce Professional Services team members engaged in the services delivery. Coach and develop the team.

• Anticipates, mitigates, and manages risk to Salesforce and the customer.

• Participates in the continued development of internal processes, artifacts and methodologies to support service delivery to our most strategic customers.

• The Client Partner will be responsible for evaluating opportunities in accounts and performing a detailed business case analysis to determine the type and number of resources required to successfully execute a capture strategy.

• The Client Partner ensures alignment with Sales and is responsible for developing multi-threaded executive relationships within accounts to accelerate value and improve customer outcomes, and help uncover new opportunities for Salesforce.

• The Client Partner is accountable for bookings, revenue, margin, CSAT, and value delivered across assigned accounts and serves as the “point person” for all customer negotiations and any issues that get escalated.

Requirements

• 10+ years experience leading enterprise-level technology transformation programs at Fortune 500 companies

• 15+ years of relevant consulting experience in professional services, including business development, management of client relationships, and delivery oversight.

• 10+ years of experience leading, managing, coaching, and developing staff

• Experience with Salesforce products/platform

• Experience working with customers to understand and solve their most pressing business challenges

• Knowledge of the concepts, practices, procedures, and deliverables associated with system development, implementation, and operational readiness.

• Knowledge of technical acumen to work with technical teams to develop comprehensive operational plans and address technical issues

• Significant experience managing C-suite relationships at customers

• Experience working on pursuit teams and leading the proposal development process

• Executive-level communication skills, written and oral

• Travel up to 50%

• Bachelor's degree

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Posting Statement

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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. Salesforce, Inc. and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce, Inc. and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce, Inc. or Salesforce.org.

Salesforce welcomes all.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.For Colorado-based roles, the base salary hiring range for this position is $180,700 to $275,700.For New York-based roles, the base salary hiring range for this position is $198,800 to $330,800.For California-based roles, the base salary hiring range for this position is $198,800 to $330,800.For Washington-based roles, the base salary hiring range for this position is $180,700 to $303200.Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.Certain roles may be eligible for incentive compensation, equity, and benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.