Salesforce.com, Inc Hiring for Success Director, Governance at Sacramento, California Full Time

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Job Category

Customer Success Group

Job Details

Salesforce’s worldwide Customer Success team is a global network of Salesforce employees and partners. Our sole mission is to ensure customer success. We work with our customers to build relationships, learn about their businesses, and drive value-based results. Our motto for our customers is “Your Success is our Success”

Department Description

Salesforce’s Customer Success Group is on a mission to help Customers achieve business goals faster and get the most out of Salesforce. We are the team that pulls all the teams together. Our proven methodology provides a sustainable approach to business growth, trusted experts to help Customers at every step of the way, and meaningful insights to help put all aspects of our platform to work.

Role Description:

An opportunity exists within the Success 360 Methodology team for a proven leader with exceptional execution leadership ability, looking to further their career in a fast-paced and dynamic environment. The ideal candidate will play a key role in shaping & executing the Success 360 Methodology with a focus on Success Transformation and Governance, ensuring cross function alignment and executing on governance activities, leveraging standardized processes and templates. Candidates with strategy, methodology, experience design as well as matrix and executive stakeholder management experience preferred.

Responsibilities:

• Own Success 360 Steering Committee and Operating Committee stakeholder management and cross functional executive alignment, documenting and overseeing governance processes and critical check points

• Deepen long tail of governance execution across cross functional stakeholders, teams, programs and processes

• Apply and execute on design thinking approach to Success Transformation activities

• Translate insights, journey maps, organizational vision, and industry best practices into a design process and flow with input from multiple cross functional stakeholders and leaders

• Align with Role Strategy on release process and build out governance execution

• Partner with field, ops, digital, change stakeholders, tools/deliverables, and methodology team around alignment and partnership across a singular process

• Drive cross functional alignment and strategic POV on change management with deep understanding and empathy for customer and employee experience

Preferred Qualifications and Skills

• 10+ years of experience either as a management consultant, innovation/strategy or in a customer success role

• Design Thinking and Journey Mapping experience, comfortable with grey areas as well as using inquiry and advocacy to articulate a path forward

• Experience in a governance, operations or product management role

• Experience developing and standing up operating models, business process and executive alignment

• Strong executive presence with excellent communication skills; proven ability to express ideas and facilitate meaningful conversations through slide presentations

• Exceptional leadership skills, motivator of people. Resourceful, innovative and transformational with a high EQ and ability to lead with positive influence across the business

• Solid problem-solving skills: demonstrated ability to bring structure to complex problems and develop solutions

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

• Highly driven individual with an execution focus and a strong sense of urgency

Leadership Qualities:

• PASSION: Passionate about Customer Success

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

• THOUGHT LEADER: Strong point of view and executive presence. Confident, a 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

• TRUST: Trust the company’s core values

• ADAPTABLE: Excels in high levels of uncertainty and change

*LI-Y

For Colorado-based roles: Minimum annual salary of $75,000. 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

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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.

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