Senior Transformation Director

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Job Category

Customer Success Group

Job Details

Senior Transformation - Professional Services
 

Opportunity for flexible working arrangements: full or part time hours.

The mission of Salesforce Success Cloud Transformation Services is to accelerate our customer's success through digital business transformation and put innovation at the heart of their businesses. We leverage the Customer Success Platform and innovative technology, innovation, strategy and design skills to accelerate our customers' transformation into world-class digital businesses.

If you are obsessed with Customer Success like we are, and are always looking for ways to make customer interactions with companies delightful, you are in the right place. We draw upon thousands of evidence-based success stories, our Ohana culture and core principles to partner with our clients and drive towards transformational change... becoming customer companies.

Role Description

Ground-breaking leaders who partner with Salesforce's most strategic customers through their digital transformation journey. We lead teams of advisors bringing ideas; sparking change through experimentation; driving momentum through getting hands on; acting through partnership, coaching, grit, and determination. Focused on customer outcomes, delivered through developing sustainable capability in: agility; system thinking; design; and deliberate new rituals, networks, and incentives.

As a Program Executive, you will lead a team of senior Architects and customer members, tasked with delivering business value through enabling fast, iterative & cost effective Salesforce solutions to transform the way the customer engages with their customers, employees and partners. You will possess an advanced ability to shift people’s mentalities and behaviors across the enterprise to help achieve the customer’s business transformation vision. You have a track record of identifying new opportunities to drive business and customer value, increasing impact and gaining competitive advantage in the market. You drive experience-led decision making by employing user-centered design to quickly create solutions illustrating a future state.

The ideal candidate for the Program Executive has extensive digital and large-scale program delivery experience. Your leadership style is human-centric and you know that the best solutions are co-created by engaged and empowered teams. You have successfully navigated the, often sophisticated, relationships between Lines of Business and IT - you know how to bring out the best in our Customers as a player and coach.

We consider many aspects, but believe there are three personas who have proven to be successful as in the Program Executive role:

The Digital Leader

You grew up, professionally, with digital and thrive on identifying and understanding digital trends. Your background might include strategic or delivery leadership within a digital consultancy or client organization. You know that customer success is achieved by translating complex business and technology problems into streamlined processes and elegant experiences. Where others see ambiguity, you see opportunity.

The Program Manager

You are unsettled by the status quo, challenge orthodoxies, experiment with new ideas and technologies. You led the teams that created a new digital or innovation business within an existing organization and subsequently delivered the experiences. You know how to cultivate ideas, conduct experiments, and know when to change directions or persevere.

The Consultant

You are a proven leader of teams, with and without authority, who has led and delivered enterprise-level business transformation engagements. You are adept at partnering and communicating up to the CxO level of an organization, while continuing to maintain accountability for delivering results with your team. You have the ability to recognize needs, identify solutions and leverage organizational expertise at the right time, in the right way.

Key Accountabilities (Impact)

Every day, and every Customer is different, but the following skills and qualifications are key to success in this role:

• Demonstrated leadership experience across digital, transformation, innovation or service design.

• Thought leadership and genuine curiosity of Digital Trends and emerging technology.

• Proven ability in communicating and presenting to C-Level executives.

• Empathy, curiosity and desire to improve and constantly learn.

• Consistent record of delivering business value with keenly developed business acumen.

• Ability to lead teams through influence without authority.

• Self-starter-- willing to put fingerprints on the work.

• Significant program management experience with examples of enterprise-wide digital initiative(s).

• PgMP, SAFe and Agile Certified required

• MBA preferred, not required

Basic Requirements:

Significant relevant leadership or consulting experience driving organizational transformation in such areas as change management, organizational development, experimentation, service design, experience strategy, innovation, product management, enterprise-wide digital initiative(s), value consulting, management consulting, analytics, and/or human capital.

• Published or thought leadership in such areas as design thinking, human-centric methods, principles of customer experience subject area, design-led innovation practice, organizational culture, agile coaching, business process reengineering, or management consulting.

• Experienced senior strategic business executive with expert understanding of customer business process and thorough understanding current business and/or industry environment and status.

• MBA or equivalent from a top-tier school preferred.

Direct reports

The team being managed is within the context of the Expedition and so management is by influence and not by authority of management role and structure. Within the context of the Expedition, the Program Executive directs the activities of:

• Such members as the customer assigns to the Expedition from within the customer organization.

• Experience Architects

• Business Architects

• Program Architects

• Other Advisory Architects and Cloud Services personnel assigned contractually or within the concept of Innovation and Transformation Expertise (ITE) hours, or ITE Bundles.

Leadership Qualities:

• TRUST: Trust the company's core values.

• OHANA: Embodies Aloha culture: A great teammate that everyone enjoys working with and has a generous heart.

• PASSION: Passionate about Customer Success and is a great listener.

• BEGINNERS MIND: Always learning, approaches each interaction with open mind, great listener and hands-on. Has a passion for continued education in new technologies and complex business and technical concepts.

• ADAPTABLE: Excels in high levels of uncertainty and change. Navigates ambiguous business situations and identifies a path forward. Develops new approaches to accomplish work while clarifying and creating transparency across multiple constituencies.

• URGENCY: Ability to move fast and drive business value and results.

• FACILITATION: Proven effectiveness at leading and facilitating meetings and workshops with executive-level participants.

• ENGAGE: Able to captivate the audience and inspire change.

• COMPOSURE: Strong customer-facing communication and interpersonal skills with the ability to support complex engagements. Advanced ability to manage customer issues (internally and externally) and negotiate resolution.

• CREDIBILITY: Able to interact with various levels of an organization both technical and non-technical to discuss comprehensive solutions.

• EXPERT: Working knowledge of industry standard methodologies and implementation experience of the salesforce product suite.

• INFLUENCER: Build trusted relationships including negotiation, influencing, an coaching C-level execs, business and IT leadership to drive strategic operational initiatives.

• IMPLEMENT: Able to apply CSG concepts and practices while collaborating with others to help drive customer success. Perfectly implements consulting management activities, with high attention to detail, organization and process.

• NETWORKER: Able to network, communicate, establish rapport and influence credibly and effectively at all levels of the organization.

• TIME MANAGEMENT: Able to successfully lead time-bound, scoped, complex customer engagements .

• TRANSPARENCY: Able to deliver difficult messaging and recommendations to customers that will move their business forward.

• WILLINGNESS: Able to analyze customer issues and craft a recommended plan of action.

• MATRIX LEADER: Motivates, inspires, and coordinates a blended team of Salesforce, customer, ISV and system integrators to solve customer challenges.

• THOUGHT-LEADER: Strong point of view and executive presence. Confident, but not arrogant, great storyteller.

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 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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