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Salesforce.com, Inc VP, Regional Lead of Customer Success for Retail, Consumer Goods 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

VP, Regional Lead of Customer Success for Retail, Consumer Goods & Commerce Cloud

Responsibilities:

Drives the strategy and alignment of customer success and transformational impacts through adoption of innovative offers combined with market leading cloud solutions that accelerate business value for our customers in the Retail & Consumer Goods space and those leveraging Commerce Cloud.

Focus on customer intimacy to deliver business impact and innovation to a customer’s business by understanding our customers’ key business issues and opportunities

Create evangelists by listening to customers closely and delighting them with our world class solutions, industry know-how.

Build and nurture C-level relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper

Create a consistent and valued customer experience developing and scaling repeatable methodologies and proven best practices

Work closely with the Sales organizations to develop and execute growth plans and strategies to drive License Agreements and customer success This will also require territory and portfolio planning alignment with Sales.

Establish relationships with leadership across sales, services, product, channel, and support leadership to ensure cross-functional alignment at scale

Effectively build and establish relationships with partner consulting organizations to enable a go-to- market strategy

Manage and achieve key business metrics including bookings, revenue, utilization, and expenses

Be an inspirational leader and create a vibrant, inclusive culture that inspires people to do their best work

Operationalize key national/global programs as well as to ensure the team can scale to meet the needs of our customers and do more with less over time

Background and Experience:

A track record for building and growing a world-class organization through talent acquisition, onboarding, and retention, characterized by high productivity and excellent morale

Experience with the enterprise scale organization and demonstrated leadership to make rapid decisions and problem-solving in this environment.

Experience with Retail, Consumer Goods and Commerce

Excels in navigating a highly collaborative and highly matrixed environment

Proven experience building and running a business with the right operational skills

Proven track record working with Product Management to deliver customer functionality – in this case to drive adoption

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

Desired Skills/Experiences:

Broad-based business and technology professional with 15+ years of experience leading a large, high-growth organization delivering software based business solutions to large and small enterprises in the areas of Sales, Marketing, or Services and Support

15+ years of work experience in a leadership position

10+ years of work experience in enterprise software

5+ years in experience in customer success or related role

Background in consulting is a strong plus

Can thrive in a demanding, fast-paced environment

Excellent leadership, management, and interpersonal skills

High EQ and ability to lead with positive influence

Ability to build an operating model with tools, processes and people to drive a scaled model for customer success

Detailed understanding of best practices for enterprise CRM systems and experience with complex CRM and IT deployments supporting both B2B and B2C experiences.

Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy

Passion for technology and innovation

Strong understanding of Cloud Computing and the business benefits; a former customer or Cloud Software executive is desirable

Excellent communication and presentation skills

Analytical and negotiation skills, particularly at executive levels

Strong understanding of business processes and their implementation into enterprise applications

A technical degree and MS or MBA

Must be open to domestic travel with close alignment with Sales and Customers.

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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