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Customer Success Group
Our team, Strategic Customer Product & Partner Engagement (SCPPE) is focused on customer engagements that are designed to prevent attrition, increase adoption, and accelerate growth with our customers. The HRA (Health Readiness Assessment) Program engages with our most complex and strategic customers to ensure success in their implementation of our technologies, and speed to value realization. In this role, you will play a critical part in working with our customers, partners, and internal stakeholders to validate that solution designs meet performance, scale, and business requirements, as well as ensuring the preparedness of our customers and internal teams to support business-critical use cases. In addition to conducting HRA engagements, you will also partner with key HRA stakeholders across Salesforce to spearhead strategic initiatives related to HRA including the Large Complex Customer (LCC) program, and other programs that span CSG and TMP.
Orchestrate & lead HRA engagements from inception to completion
Deliver strategic initiatives aligned to customer and cross-functional business needs
Take ownership of HRA post-engagement outcomes including account team alignment to address follow up actions, and impact discussions that capture post-engagement progress and outcomes
Support the HRA Program and its evolution by helping drive and augment processes that enable the program to scale
Develop strong partnerships with functional leaders to drive focus on business objectives.
Be a trusted partner for executive management to ensure program success
Provide visibility into program status (key decisions, dependencies, issues, risks, metrics, etc.) on an ongoing basis through status reporting (to key stakeholders, team members, and other relevant parties)
Anticipate and remove obstacles that prevent us from achieving our program goals
Capture program feedback & success stories to be shared in cross-organizational comms
Preferred skills/ experience
Minimum 12+ years professional work experience in technology or consulting
Bachelor’s degree, or equivalent experience
Functional knowledge of Salesforce
Self-starter who is able to execute on high value, high visibility initiatives autonomously
Experience with enterprise architecture and software implementations is a plus
Proven track record of building rapport and driving outcomes with business and technology executives
Excellent written and verbal communication skills; the ability to influence a wide range of personas through compelling presentations and storytelling
Strong organizational and project management skills with the ability to prioritize multiple competing initiatives and meet tight deadlines
Collaborative team player who acts as a multiplier across the team, performs well under pressure, and thrives in a dynamic, fast-paced environment
Ability to seamlessly pivot between tactical and strategic initiatives
Growth mindset with the courage to challenge the status quo and identify opportunities to improve the team’s operating model
Always learning, actively listens, and approaches each interaction with an open mind
Salesforce Administrator and Architecture Certifications are also a plus
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