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Salesforce.com, Inc Director, Global Services Risk Management in Boston, Massachusetts

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Finance and Operations

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, the World’s Most Innovative Company according to Forbes, and one of Fortune’s 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive with delivering success for our customers while also finding time to give back through our 1/1/1 model, which dedicates 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!

Role Description:

The Director will be a key member of the GSRM team and will review Professional Services deals for accuracy, risk evaluation, mitigation, and strategic business consideration. The goal is to ensure that Global Services deals are developed and issued to a consistent level of quality, an acceptable level of risk, meeting strategic business goals, resulting in an approval recommendation and risk profile for all approval levels. Delivery reviews will consist of an evaluation of the project or engagement for success metrics, actual delivery versus deal/baseline scope and metric analysis, and customer satisfaction.

The ideal candidate will be able to:

  • Identify and understand the strategic, comprehensive value proposition and business impact of professional services deals for Salesforce

  • Review and evaluate large and sophisticated professional services deals across all areas of commercial risk including business terms, solution structures, and pricing with an eye to accuracy, adherence to standards and executive direction, staffing adequacy, scope and delivery risk, labor estimates, and mitigation for these risks areas

  • Advise and mentor sales teams on policies, process, risk evaluation, and mitigation, collaborating with other partner organizations to ensure the best possible deals are released to the customer

  • Work closely with the license Global Deal Desk, Legal, Revenue Recognition, Internal Audit, Customer Success Group (CSG) or acquired-company Professional Services Management, Sales Operations, Technical Operations for an overall evaluation of services deals and delivery

  • Take ownership of multiple, concurrent deal and delivery review assignments and be responsible for the timely delivery of results, adhering to SLA requirements.

  • Have a proven understanding of professional services business functions, including sales, project/program management, risk management, and consulting services operations.

  • Build a collaborative partner relationship with business leaders and various internal operational teams.

  • Be intellectually curious and passionate about business drivers and issues, new processes, products, systems, and technologies

  • Be comfortable making tough decisions under fast paced situations, with the ability to communicate sound rationale for deal objections in a poised, respectful, and effective manner.

  • Effectively maneuver through the various organizations; influence, engage and encourage others; and maintain pace with the constantly evolving and growing landscape at Salesforce.

  • Embody a “can-do” spirit, a sense of optimism, positivity, and dedication, and cultivate a culture of teamwork, trust, and mutual respect in a small, cohesive, hard-working, lively team environment.

  • Possess program and project management experience and the ability to lead multiple sophisticated priorities in parallel.

This role additionally requires excellent problem solving, time-management, and organizational skills. The candidate should be comfortable in a shifting environment, self-motivated, an independent worker that also possesses strong partnering and teamwork skills. Candidates must be able to accommodate variable and often unpredictable workloads that can happen at any time but are often associated with fiscal quarter or year-end boundaries. This position requires sophisticated communication skills to collaborate effectively within a large, matrixed organization and a high level of comfort with public speaking and presentations.

Responsibilities:

  • Build Professional Services deal reviews and risk profiles with detailed accuracy, supporting important metrics, and risk mitigations that provide strategic benefits to Salesforce primarily in support of AMER Professional Services

  • Partner and mentor sales teams on policies and guidelines, processes, risk identification, and mitigation

  • Document findings, risk, and key financial information once the deal review is complete and render a recommendation for deal approval

  • Schedule and conduct project/engagement reviews to assess status, risks, management intervention or remediation needs, and customer satisfaction.

  • Contribute to the sales feedback loop for sharing learned lessons enabling continuous improvement of deal development.

  • Build and deliver easily consumable presentations to large groups of partners and executives that showcase practical insights and recommendations to help drive services risk management strategy and operation

  • Participate in internal GSRM projects or infrastructure development as needed

Required Skills and Qualifications:

  • Proven experience in general professional services, program/project management, consulting operations, or related work

  • Demonstrated ability specifically in structuring, supporting, and/or selling professional services deals and contracts (PSA, SOW)

  • Strong understanding/working knowledge of professional services for technology companies, cloud technology preferred

  • Proven ability to communicate effectively with Executive Leadership and to clearly express your point of view.

  • Excellent soft skills; Ability to successfully establish relationships and team with Professional Services Sales and Delivery Excellence

  • High level of ethics, independence, and professionalism

  • Basic understanding of Professional Services revenue recognition rules

  • Ability to travel up to 20%, primarily for delivery reviews (once COVID travel restrictions are lifted)

  • Minimum BA/BS degree preferred

Preferred skills:

  • Experience in US Public Sector is desirable

  • Experience and conversant in Lean/Agile principles and techniques

  • Proven experience in CRM, Financial Services, Health Life Sciences, or Retail desirable

  • PMP/RMP/ACP certification highly desirable but not required

  • Experience with Salesforce products and functionality

  • Professional Services Risk Management experience a plus

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form (https://careers.mail.salesforce.com/accommodations-request-form) .

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.

Salesforce.com 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.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com (http://salesfore.com/) or Salesforce.org .

Salesforce welcomes all.

Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.

Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the “Most Admired Companies in the World” and one of the “100 Best Companies to Work For” eleven years in a row, and named “Innovator of the Decade” and one of the “World’s Most Innovative Companies” eight years in a row by Forbes.

There are those who choose to work with the best and brightest. And then, there are those who want to do more than just a job. They are the ones improving lives, not only their careers. Having an impact now instead of later. Doing something that’s so much bigger than themselves, an industry, and their company.

We believe everyone can be a Trailblazer. Join Salesforce and discover a future of new opportunities.

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