Client Partner (Financial Services)

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Job Category

Customer Success Group

Job Details

The Salesforce Professional Services business is growing at an unprecedented rate. In order to evolve and meet our customers’ increased needs and expectations, we are creating new ways of working rooted in deep industry expertise + relevance to accelerate our customer’s value realization of our platform and drive their success via digital transformation. As a Client Partner you will collaborate at the CxO level as a trusted advisor to help our customers achieve their most ambitious transformation goals. This leader shapes the Services pursuit strategy and ongoing executive relationship management, working with cross-functional internal & external teams.

Ultimately, you will cultivate and oversee executive customer relationships and delivery of transformative programs with our most strategic customers, partners, and technical delivery leaders to ensure we bring our AMER Services expertise to our Marquee customers in a coordinated way to create a tangible map of success and driving digital transformation for our most strategically aligned customers.

The ideal candidate has experience leading customer experience, digitization, or sales/service/marketing transformation programs (preferably utilizing the Salesforce platform) as an internal leader or as an external consultant. 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.

Leadership Qualities:

• Strategic Thinker: Ability to translate details into bigger picture implications driving the business forward, challenging the status quo. Understands industry, market and organizational dynamics with the intellectual horse-power to handle growing complexity and ambiguity. Aligns the right resources to the task at hand; foresees and plans around obstacles.

• Talent Management: Has a passion for building great teams - proven ability to develop others who have significantly contributed to company success and champions talent beyond their own organization.

• Innovate for Growth: Always thinking about how to make improvements; able to implement changes that map to business strategy. Stays abreast of cutting edge technology trends.

• Focus on Customer Success: Builds and maintains relationships with customers; shapes solutions that have significant positive impact on their business.

• Builds Trust and Credibility: Makes decisions based on organization’s values - actions are consistent with company’s core values. Ability to set clear vision - role models a growth mindset and shares mistakes widely for others to benefit and embraces a learning mentality.

• Lead & Adapt to Change: Thrives in a changing, dynamic environment - Relishes leading even when times are tough and models the attributes of a GREAT leader.

• Courageous Communicator: Must be able to take an unpopular stand if necessary for the betterment of our business. Must encourage a transparent and healthy debate while seeking the best alternative. This leader is looked to for direction in a crisis, faces adversity head on, and is energized by tough challenges.

• Skill Collaborator: Ability to bring customers, partners, and account teams along, lead without authority.

Responsibilities:

• Accountable for bookings, revenue, margin, CSAT and value delivered across the assigned account(s).

• Account development and delivery of transformational programs ~ $25M annually across up to 4 accounts

• Utilize industry expertise and business acumen to understand a customer's business drivers, strategic goals and objectives, and desired business outcomes. Collaborates with broad account team in creation of account plans that align with both customer and salesforce business goals

• Shape boardroom-level solutions with compelling transformative vision resulting in expansion of our relationship and business value to the customer

• Lead multi-faceted pursuit team across all service lines in close partnership with license account teams & executive leadership

• Develop program solutions/proposals that result in transformation roadmaps and appropriate governance and operating models to ensure rapid and sustained value realization

• Demonstrate a firm grasp on a variety of commercial vehicles and implications, and lead the team and customer to the appropriate construct for each engagement; lead the negotiation of complex statements of work to closure

• Oversee program delivery to ensure contractual agreements are met, teams are working effectively, risks are managed and roadmap is delivered

• Lead and manage program teams - drive the operating model of the program, provide career growth opportunities for our people, create a healthy program culture and work environment consistent with our Salesforce Values, and model great leader qualities

• Contribute knowledge capital/best practices back into the business

• Develop multi-threaded executive relationships across the organization, enabling us to improve outcomes, accelerate value, and uncover new opportunities

• Provide regular financial projections, risk identification and mitigation plans, over the course of each program

Required Skills & Experience:

• Proven success managing a large book of business (up $25M annually) of strategic services or software relationships leading transformational projects to deliver customer outcomes through technology

• 10+ years of relevant consulting experience in professional services, including business development, management of client relationships, delivery oversight and leading enterprise-level business transformation programs

• 8+ years of work experience with deep industry expertise and knowledge of industry-specific challenges, regulations, and expectations in working with customers to understand and solve their most pressing business challenges

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

• Significant experience managing C-suite relationships at customers with executive level communication skills, written and oral

• Exceptional relationship-building skills demonstrated by ability to grow and nurture relationships with internal stakeholders.

• Strong business acumen and analytical skills with ability to think strategically as well as ability to handle details

• Demonstrated experience leading product, marketing and delivery teams - working with technical teams to develop comprehensive operational plans and address technical issues

• Action oriented and results driven. High energy and passion for the job.

• Strong organizational and management skills to manage multiple projects, responsibilities and staff.

• Proven ability to influence cross-functional teams without formal authority.

• Bachelors degree

Preferred Skills & Experience:

• 8+ years of experience in a Product/Program Management role
• Salesforce CRM, software/hardware services experience
• Experience in web-based, Cloud Computing
• MBA and technical disciplines
• Product Management certification
• Program Management certification

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