Client Partner - Sr. Director (HLS/RCG)

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Job Category

Customer Success Group

Job Details

Exciting opportunity for a Client Partner - Involved in Health Life Science (Payor/Provider)and/or Retail industry.

Must reside in the east/mid US regions/locations

Salesforce Professional Services helps customers transform and build what’s next for business - with technology. We seek an experienced strategic business leader with shown 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, will lead account planning, be heavily involved in presales and work collaboratively with industry guides to assemble well-thought-out strategies for our Retail and Consumer Products and Goods customers. Responsible for leading all aspects of the adoption and consumption of our technology, building and leading customer relationships, CSAT, and service delivery.

The ideal candidate will bring a diverse IT and/or Management Consulting background and knowledge of industry trends, demonstrating 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 implement 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.

• 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 supply to pricing and contractual arrangements.
• Work hand in hand with internal teams (Sales, Success, TMP and Support) to develop and run 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 partner concern/resolution during the course of delivery to ensure success.
• Accountable for supervising end-to-end service delivery and ensuring all contractual commitments are met. Works with the customer to amend and approve changes as necessary.
• Drive groundbreaking 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 service delivery. Coach and develop the team.
• Anticipates, mitigates, and handles 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.

Requirements

• 10+ years of experience leading enterprise-level technology transformation programs at Fortune 500 companies with in HLS Payor/Provider (Health, Life Science) and/or Retail.
• 15+ years of relevant consulting experience in professional services, including business development, management of client relationships, and delivery oversight.
• Experience with Salesforce products/platform preferred.
• 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 foresight to work with technical teams to develop comprehensive operational plans and address technical issues.
• Significant experience leading C-suite relationships at customers.
• Experience working on pursuit teams and participating in the proposal development process.
• Travel up to 50%
• Experience working within Health, Life Sciences, or Retail & Consumer Goods Industries a must.

Salesforce, the Customer Success Platform and the world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three innovative ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s “World’s Most Innovative Company” five years in a row and one of Fortune’s “100 Best Companies to Work For” eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners, and communities, we are working to improve the state of the world.

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