Salesforce.com, Inc VP, Regional Lead of Customer Success for Retail, Consumer Goods in Boston, Massachusetts
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Customer Success Group
VP, Regional Lead of Customer Success for Retail, Consumer Goods & Commerce Cloud
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
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.
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