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Salesforce.com, Inc RVP, Success 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

Customer Success Group

Job Details

The Director, Success Lead will have the responsibility for leading a team of Success Managers for the Communications & Media Commercial portfolio. These team members engage with various customers in a targeted and strategic manner to sustain high customer happiness, increase platform adoption and improve renewal rates to ensure continued customer growth and success. They also are responsible for driving specific engagements to achieve targeted outcomes, leveraging a variety of success investments. Through alignment with Sales, the Director, Success Lead shall drive all aspects of leading and mentoring their team that makes every customer successful and committed to Salesforce.

The Director, Success Lead will support a defined but evolving set of C&M customers. The Director, Success Lead will marshal any and all resources vital to address customer satisfaction, adoption or renewal issues within their portfolio, resulting in clear accountability and consistent service and one face to the customer.

Responsibilities:

  • Embody Salesforce values and provide outstanding leadership.

  • Build and sustain a team of successful Success Managers (SM’s) who embody Salesforce values and are passionate about making every customer successful.

  • Define the strategy and execute upon that strategy to deliver success in your portfolio of customers

  • Hire and mentor extraordinary talent and manage performance that allows someone to do the best work of their career and promote career growth opportunities.

  • Ensure your team is engaging strategically with their customers and helps prioritize their activities to drive the most value. This includes, but is not limited to; attending team Quarterly Success Reviews, reviewing all Success Commitments, and assisting the team in carrying out our success framework (Compass).

  • Ensure customer issues are resolved quickly, using resources from across the company as needed.

  • Build and nurture C-level relationships across top accounts to solidify our partnership and dedication to the customer while penetrating deeper into the accounts ecosystem in order to strengthen our understanding of their interdependencies.

  • Build evangelists by listening to customers closely and delighting them with our user experience and service. Collect feedback to provide our Development organization with product enhancement information.

  • Work closely with the Sales organizations to develop and execute growth plans that drive Enterprise License Agreements.

  • Lead operational components for renewals, customer satisfaction, premier support engagement, partner engagements, and customer adoption metrics.

  • The success metrics in this role will include ensuring customer renewals, lowering attrition rates, increasing customer adoption and completion of Compass.

Preferred Qualification and Skills:

  • A four-year degree with MS or MBA preferred

  • Consulting or business professional with proven experience running a team of senior consultants, or leading a Services or Product organization in a product company that delivers software-based business solutions related to Sales, Marketing, or Services and Support.

  • Demonstrated ability to build and maintain C-Level executive relationships

  • Demonstrated success in building a Services, Customer Engagement or Partner Engagement function in a large enterprise

  • Demonstrated success in consistently delivering revenue numbers, producing accurate forecasts, while maintaining a focus on profitability.

  • Telco and/or Media industry understanding is helpful – either as a customer or as a consulting services leader is a plus

  • Experience managing large projects and developing technical teams including third-party delivery organizations.

  • Ability to evaluate and develop the existing teams and re-shape as necessary while mentoring and inspiring the team.

  • Demonstrated success in leading hard-working teams with a passion for mentoring and developing others

  • Demonstrated ability to run customer accounts in conjunction with sales organizations

Leadership Skills:

  • PASSION: Passionate about Customer Success

  • BEGINNERS MIND: Always learning, approaches each interaction with open mind, great listener and hands-on

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

  • COMMUNICATOR: Strong written and verbal communicator. Can present to and negotiate with people at all levels of the organization with ease and undue nervousness

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

  • OHANA: Committed to equality. A standout colleague that everyone enjoys working with and has a generous heart. Known as a talent magnet, developer, coach, and multiplier

  • TRUST: Trust the company’s core values

  • ADAPTABLE: Excels in high levels of uncertainty and change

For Colorado-based roles: Minimum annual salary of $147,500. You may also be offered a bonus, restricted stock units, and benefits. More details about our company benefits can be found at the following link: https://www.getsalesforcebenefits.com/

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.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

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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