Job Description

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Job Category

Customer Success Group

Job Details

About Salesforce:

Salesforce, the Customer Success Platform and world's 1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, one of the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work for 11 years running. The growth, innovation, and spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model.

Department Description:

The mission of Salesforces Business Excellence team is to accelerate our customers success through digital transformation and put process and behavioral excellence at the heart of their businesses. We leverage the Salesforce Customer Success Platform and our cutting edge 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. This role is remote.

Responsibilities:

As a customer-facing Marketing Excellence Director who is focused on providing thought leadership on Marketing Excellence and delivering Marketing Excellence work, you will do things like:

* Drive executive interactions and conduct alignment workshops with marketing leaders

* Connect customers strategic direction to their strategic plan and map customers business goals to the Salesforce ecosystem

* Run gap assessments to show which marketing capabilities need to be enabled and why they need to be enabled

* Partner with customers to establish business priorities roadmap supported by Salesforce platform capabilities.

* Advise customers on how to redesign marketing processes and establish the right marketing behaviors

* Drive experience-led decision making by employing user-centered design to quickly create solutions illustrating a future state

* Deliver business value through enabling fast, iterative & cost effective Salesforce solutions to transform the way our customers engage with their customers, employees and partners

* Align the business & IT disciplines to industrialize the best ideas with new operating models and governance strategies

* Shift peoples mindsets and behaviors across the enterprise to help achieve the customers business transformation vision

* Identify new opportunities to drive business and customer value, increase Business Excellences impact and gain competitive advantage in the market

Skills and Requirements:

While no college degree is required, most successful candidates have extensive experience in marketing consulting (including agency strategy), or within industry, as CMOs, SVPs/VPs/Directors of Marketing and/or have earned MBAs.

* 10+ years relevant leadership or consulting experience driving organizational transformation leveraging functional expertise in marketing; knowledge of the Salesforce platform; industry expertise; and strategic problem solving skills to help customers transform their business

* Experience in marketing strategy, marketing leadership and/or marketing operations would be highly valued in this role.

* Published thought leadership in such areas as marketing/marketing strategy/marketing leadership/marketing operations

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

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

* Travel is an integral part of this role, and will be based on individual customer needs. (25%-50%)

Note to applicants: Interested, but not sure if you have the exact qualifications for this role? We encourage you to apply and tell us how your qualifications would help you adapt to the role requirements successfully!

Additional considerations:

Innovation

* Challenges the status quo

* Inquisitive mind, endless curiosity and passion for learning about customers, industries and new approaches to doing things

* How end users perform their jobs

* Industry challenges and solutions

* Advanced ability to translate vision and business issues into actionable roadmap and solutions

* Experience assessing business operations and measuring performance over time

* Experience leading new ways of working and inspiring both internal teams and customer teams

* Passion to investigate business processes and evaluate the possibility of new business models

* Passion for technology, business processes, operational efficiency and automation

* Exceptional strategic thinker, analyst and results-oriented collaboration partner

Leadership

* Strong self-starter with the ability to build a network within Salesforce.com and your assigned customer

* Effectively build, develop, and manage relationships with internal and customer senior executives, setting expectations on their role as stakeholders vested in success

* Matrix leadership: Motivate, inspire, and coordinate a blended team of Salesforce, customer, ISV and system integrators to solve customer challenges

* Advanced ability to manage customer escalations (internally and externally) and negotiate resolution

* Thrive in the unknown: creatively solve problems with limited input and resources in a fast-paced, high-pressure environment

* Flawlessly execute consulting management activities, with high attention to detail, organization and process

* Genuine passion, interest, willingness and ability to adjust to continuously changing priorities and needs

* Capability as credible and effective C-level advisor/coach, especially with regards to change management (cultural, business and technical)

* Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog

* Proven effectiveness at leading and facilitating meetings and workshops

* Experience and comfort working in an environment of ambiguity:

Able to navigate ambiguous business situations and identify a path forward
Able to develop new approaches to accomplish work while clarifying and creating transparency across multiple constituencies

Technology Delivery

* Trusted advisor who is sought after for their ability to add value quickly

* Familiarity with implementing and supporting enterprise solutions (CRM, ERP, etc.)

* Experience with product management and agile coaching

* Experience with software design/CX/UX/UI, software development, devops and continuous delivery

* Collaborate with customers and system integrators to map out current state user workflows and functional architectures, evangelize the benefits of cloud-based technologies, and personalize the future state end user workflow

* Deep Salesforce product knowledge and/or demonstrates the ability to quickly learn with a desire to try to make things directly and be hands-on

* Salesforce platform expertise (or other enterprise software)

* The full suite of Salesforces continuously evolving clouds

* AppExchange / 3rd party niche solutions to meet customer needs

* Innovations and best practices for delivering cloud solutions

* Knowledge of process automation, user experience and workflow is a plus.

* Experienced at consultative approach, including the ability to translate customer needs into user stories and prototypes

Influence

* Excellent situational awareness - must be comfortable in dynamic customer environments and enthusiastically present our company

* Well-developed soft skills, such as writing, presenting, storytelling, listening, empathy, and the ability to adjust communication style based on the audience

* Demonstrated ability to communicate, present and influence credibly and effectively at all levels of a customers organization:

* Executive presence while collaborating with and successfully influencing the C-suite

* COO/CIO to business manager to administrator to shop floor
Strong teamwork and facilitation skills with the ability to:

* Balance conversations within groups

* Offer suggestions and improvements to process and work effectively with all personalities.

* Drive towards building consensus

* Genuine interest and passion for learning, educating and mentoring

Focus

* Partner with senior client business leaders to implement change: Provide thought-leadership for end-to-end processes refinement in marketing, sales, support and operations

* Maximize speed to market with direct access to Salesforces product teams, roadmap, industry reference architectures, AppExchange offerings and agile development

* Enable delivery with speed, agility and stability by implementing a decision-making framework that balances regional and global attributes, frequency of change, quality of data and risk mitigation

* Combine technical and analytical excellence to help solve our clients toughest business problems. Personalize best practices to customers including, but not limited to, roadmap, agile development, change management, enterprise collaboration, operational support, and alignment to business strategy

* Leverage our proprietary methodology to co-create a personalized plan that aligns corporate goals, what is possible, key business measures / KPIs, and a practical implementation path

* Improve the certainty of delivering large scale change by aligning sponsor goals, key customer and Salesforce stakeholders, and delivery resources into a program with consistent and transparent processes

* Develop a change management and communications strategy focused on education, and continuous feedback loops that engage everyone from end users to senior leaders

* Formulate a plan to increase user adoption, productivity, reduce TCO and accelerate Salesforce investment payback

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 disruptive 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 Forbess Worlds Most Innovative Company five years in a row and one of Fortunes 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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