Salesforce.com, Inc Health & Life Sciences Senior Industry Consultant in Boston, Massachusetts
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Customer Success Group
HLS Senior Industry Consultant
Customer Success Group
The Health & Life Sciences Senior Industry Consultant (IC) serves as a trusted advisor to Salesforce customers providing a deep understanding of an industry with a focus on the business drivers/imperatives impacting customers within the HLS segment. They function as the customer partner/business lead for our largest key accounts across Salesforce Professional Services, setting the strategy and alignment across multiple internal and external stakeholders (i.e. Account Executives, Success Managers, Partners, etc.) in designing solutions that leverage our Products and Professional Services capabilities to deliver measurable business value.
This role is truly an opportunity to bring both your HLS expertise and strategic business perspective to drive change and elevate Salesforce’s impact across our customers in the HLS ecosystem. The IC will be expected to lead and orchestrate enterprise-wide service engagements while providing deep industry knowledge. This includes building the cross-functional relationships across Salesforce needed to deliver complex industry solutions.
The IC should be a trusted thought leader through the active development of industry materials, white papers, and best practices. They are strong mentors who lead by example and embody the Salesforce values. This role will orchestrate across all stakeholders to provide a strategic business perspective and approach to targeted customers. The IC is the single point of coordination for Professional Services within a customer, deeply invested in the sales and delivery stages.
Provide industry subject matter expertise as it relates to Salesforce products and services in order to lead the design and solutioning to address customer needs and ensure value delivery.
Develop and maintain executive level relationships and communication cadences within targeted customer accounts.
Create and author a customer account strategy for Professional Services that is in concert with the larger Salesforce account team and provide quarterly updates to all stakeholders
Function as the focal point for orchestration of Professional Services within a targeted customer account, facilitate services to deliver outcomes and a value-based approach and growth of Salesforce
Provide executive oversight in a billable capacity.
Manage customer escalations, as required, ensuring we bring the right expertise and resources to solve complex customer challenges.
Develop and evangelize Salesforce Professional Service’s industry position, driving visible industry thought leadership by actively producing industry materials each quarter.
Deliver high customer satisfaction by ensuring expected business outcomes are realized through each engagement.
Positively impact customer renewals (when applicable) by aligning customer success with the Professional Services strategy within a customer.
Align with Account and Services Sales teams to own pre-sales activities such as scoping, solutioning, SOW development, and project staffing.
Work with our Partners to drive a collaborative approach that leverages each parties strengths to deliver successful customer outcomes.
Serve as a valuable and trusted advisor by our customers and other members of Salesforce and continue to build a reputation for excellence in Professional Services.
The ideal candidate will have:
A successful track record of working effectively in a highly matrixed and fast-growing organization.
A passion and belief in the unique value of professional services in a cloud software company.
The proven ability to develop customer relationships, understand their businesses, and develop a shared vision for accelerating customer success with Salesforce.
The capability to recognize complicated customer and internal relationships and navigate win/win outcomes for multiple stakeholders.
A reputation for thought leadership and expertise in the HLS industry, with over 5 years industry experience.
Preferred Qualifications & Skills:
10 – 15 years of applicable experience in professional services is required
5+ years’ operating in a pre-sales environment, shaping and scoping large and complex transformation projects
Strong written and verbal communication skills, executive level presence and experience in working in a customer advisory role
Demonstrated ability to influence a group audience, facilitate solutioning and lead discussions such as implementation methodology, road-mapping, enterprise transformation strategy, and executive-level requirement gathering sessions
Excellent analytical & problem-solving skills
Proven ability to build strong working relationships across multiple functions/levels; adept at mediating conflict and fostering healthy dialogue
Understands cloud-based technologies; translates customer/business requirements into business solutions (and successfully positions with customers)
MBA degree or foreign equivalent preferred
Ability to travel; up to 50%
PASSION: Passionate about Customer Success
BEGINNER'S MIND: Always learning; approaches each interaction with open mind; great listener and hands-on
LEADERSHIP: Self-aware and strategic thinker; proficient at building strong relationships and managing personnel
COMMUNICATOR: Speaks and writes with clarity, brevity, and purpose; explains areas of expertise clearly and confidently to others; influences and engages C-Level with authority and confidence
STORYTELLER: Confidently and effectively facilitates and presents; ably defends point-of-view; keeps audiences engaged and delivers a clear and memorable message
TEAM PLAYER: Proficient at collaboration and working with members of a multi-functional team
URGENCY: Ability to move fast and drive business value and results
OHANA: Embodies Aloha culture; a team player that everyone enjoys working with and has a generous heart
TRUST: Trusts the company’s core values; shows integrity, transparency, and reliability
ADAPTABLE: Excels in high levels of uncertainty and change
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 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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