Salesforce

Customer Account Lead

Salesforce

May 3, 2021


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Job Category
Customer Success Group
Job Details
The Director, Communications, Media, Telco (CMT) Customer Account Leader (CAL) is responsible for the success of a portfolio of accounts. They proactively seek and create opportunities to interact with clients to ensure the highest levels of customer satisfaction. They are responsible for overall client success. They are strong mentors who lead by example and embody the Salesforce values.
The CMT CAL is a Salesforce platform expert who will be accountable for ensuring customer success, business value and leading the Salesforce Services team assigned to their account(s) to deliver the expected outcomes of the engagement. The CAL will also manage customer escalation issues and resource oversight. The CMT CAL will also play a key role in driving growth including support of engagement managers and the go-to-market team during the pre-sales cycle to ensure the right services are proposed that drive the right customer outcomes. This may include the following:
  • Pre-Sales alignment
  • Project kickoff
  • Bringing Communications/Media/ Telco industry expertise and perspective
  • Drive better outcomes through extensive platform expertise
  • Deep understanding of Salesforce Advisory solutions
  • Engagement planning and alignment to customer objectives
  • Regular customer sponsor check ins
  • Renewal management
  • Ensure project operational compliance
  • Executive Relationship building

This role will support our Engagement Managers and Go-To-Market team to provide industry expertise during the sales cycle.
Responsibilities :
  • Help clients and employees consistently meet/exceed goals and metrics
  • Deliver high client satisfaction (CSAT) by ensuring value is realised through each engagement
  • Bring best practices to each engagement through your deep platform expertise
  • Positively impact client Services renewals (when applicable) by aligning customer success with professional services roadmap.“
  • Generate positive feedback from internal teams and leadership
  • Manage to a minimum billable util target
  • Show continued professional growth and development
  • Align closely with Account and Services Sales teams and partner in pre-sales activities such as scoping, engagement plan development and project staffing
  • Where appropriate and required for Customer Success, providing direct oversight to the project team during the full lifecycle of the engagement, acting as the escalation point for both the customer and Salesforce delivery teams
  • Manage multiple strategic clients simultaneously
  • Lead Services Delivery across a portfolio of CMT Customers
  • Inspire people to do the best work of their careers, being a multiplier, amplifying the knowledge and capability of the people around you while continuing to provide an inclusive workplace as one of Best Places to Work.
  • Recognised 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
  • Collaborate with the Go-to-Market Team to drive continued growth of 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.
  • A deep understanding of at least one of the core areas of CMT (Communications, Media, Telecommunications)
  • The proven ability to develop customer relationships, understand their businesses, and develop a shared vision for accelerating their business success with Salesforce.
  • The ability to mobilize and inspire a diverse and geographically dispersed professional services team to drive successful business outcomes for the customer.
  • The capability to recognize complicated customer and internal relationships and navigate win/win outcomes for multiple stakeholders.
  • Experience in developing and executing project governance methodologies. Demonstrated success engaging at CxO level and representing on Project Steering Committee Executive Boards.

Must Have Qualifications & Skills:
  • 5+ years of experience delivering and/or overseeing solutions on the Salesforce Platform.
  • 10+ years’ experience delivering consulting services, including team leadership and active involvement in selling professional services, including Advisory engagements
  • 5+ years experience in the Communications, Media, or Telco industry

Preferred Qualifications & Skills:
  • 5+ years’ operating in a pre-sales environment, shaping and scoping large and complex implementation projects
  • 5+ years of enterprise-level project or program management experience
  • Salesforce Application and/or System Architect certifications
  • Demonstrated technical and/or functional aptitude, and ability to engage with architects or SMEs into pre-sales activities.
  • Extremely strong written and verbal communication skills, executive level presence and experience in working in a client 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 strategy development and problem-solving skills as well as business development focus and experience (e.g., relative to new products, services, and go-to-market approaches), while possessing a broad level of technology understanding and substantial operational and financial acumen
  • Delivery focused: Previous experience managing professional service delivery for a software company (SaaS preferred)
  • 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)
  • BA/BS degree or foreign equivalent; MBA preferred
  • Ability to travel; up to 50%

For Colorado-based roles: Minimum annual salary of $126,000. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. More details about our company benefits can be found at the following link: https://www.getsalesforcebenefits.com/
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