Portfolio Lead (Sr. Director) - Banking

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

We’re Salesforce, the Customer Company. If you believe in bringing companies and customers together, in business as the greatest platform for change, in creating a more equitable and sustainable future for all – well, you’re in the right place. Through our #1 CRM, Customer 360, we help companies blaze new trails and connect with their customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and growth, charting new paths, and improving the state of the world

The Salesforce Professional Services business is growing at an unprecedented rate. In order to evolve and meet our customers’ increased needs and expectations, we are creating new ways of working rooted in deep industry expertise and relevance. As Senior Director, CSG AMER Services Portfolio Lead you will lead Salesforce Professional Services delivery across a portfolio of business within an industry-aligned operating unit in the AMER region. This role is a senior executive with experience and a passion for growing world-class high-performing teams and successfully delivering innovative professional services to Salesforce customers.

This role works as part of a highly matrixed, cross-functional team in close partnership and collaboration across Sales, Customer Success, and the wider Salesforce partner ecosystem. Leveraging existing tools and methodologies as well as innovating new ways of working, the Portfolio Lead helps customers maximize their return on investment and time-to-value using Salesforce. They redefine traditional consulting models by focusing on business value, agility, and cloud practices, ensuring customer success, and developing lasting customer relationships. Their passion is a never-ending quest to innovate, improve, and enhance our service and product delivery methodologies, driving more value for our customers while achieving the professional services strategic and financial objectives.

This role requires deep understanding not only of the cloud technology landscape, but also unique industry-specific challenges, regulations, and expectations. You will craft strategies that unearth opportunities to create and capture customer value, and develop a consistent industry strategy to help scale our business.

Leadership Qualities

• Focus on Customer Success: Builds and maintains relationships with customers; shapes solutions that have significant positive impact on their business.
• Lead & Adapt to Change: Thrives in a changing, dynamic environment - Relishes leading even when times are tough and models the attributes of a GREAT leader.
• Builds Trust and Credibility: Makes decisions based on organization’s values - actions are consistent with company’s core values. Ability to set clear vision - role models a growth mindset and shares mistakes widely for others to benefit and embraces a learning mentality.
• Talent Management: Has a passion for building great teams - proven ability to develop others who have significantly contributed to company success with a history of making good hiring decisions and developing a strong bench of successors. Champions talent beyond own organization
• Innovate for Growth: Always thinking about how to make improvements; able to implement changes that map to business strategy. Stays abreast of cutting edge technology trends.
• Strategic Thinker: Ability to translate details into bigger picture implications driving the business forward, challenging the status quo. Understands industry, market and organizational dynamics with the intellectual horse-power to handle growing complexity and ambiguity. Aligns the right resources to the task at hand; foresees and plans around obstacles.
• Courageous Communicator: Must be able to take an unpopular stand if necessary for the betterment of our business. Must encourage a transparent and healthy debate while seeking the best alternative. This leader is looked to for direction in a crisis, faces adversity head on, and is energized by tough challenges.

Responsibilities

• Work closely with the sales organization and support solution sales process, including the development and enhancement of tools and methodologies that improve the sale of professional services
• Collaborate closely with delivery practices leadership to ensure a balance of supply and demand for resource skills and capacity in accordance with demands of the market
• Responsible for achieving strategic and financial targets, including professional services revenue, team utilization, profitability, customer satisfaction, customer business value, team development, employee engagement, operational innovation and excellence.
• Contribute to innovating and developing new and existing service offerings in partnership with Product Management and Development Teams.
• Provide management reports to senior management on customer status, resource utilization, and revenue forecasts as needed
• Accountable for the successful delivery of highly visible engagements and services offerings
• Participate in deal approvals as needed
• Ensure a thorough understanding of customer expectations through meetings with sales and discussions of contractual details with the customer at the planning meetings
• Gain a deep understanding of our customers, their businesses, and industries, and help them realize their ambitious business value and transformations.
• Foster executive relationships and, when required, serve as the executive sponsor or support others inside the business who serve as the executive sponsor.
• Work with Salesforce Enablement, Training, and Employee Success Teams on ongoing professional development and skill development programs for all team members.
• Accountable for running and continually improving governance, quality assurance, and oversight of all projects in the professional services portfolio. Manage delivery escalations to resolution.
• Review and approve complex proposals and statements of work
• Collaborate with our ecosystem of Salesforce consulting partners to drive value for our customers.
• Accountable (in conjunction with the Global Services Operations Team) for running and continually improving repeatable processes that drive sustainable customer value and satisfaction and predictability of revenue.
• Collaborate with Go-to-Market and Industry Consulting Teams to drive continued growth of services
• Collaborate with Professional Services Marketing, Sales and Pre-Sales Teams, and the wider Salesforce business to shape solutions, including hands-on deal involvement in large sales pursuits that will accelerate value for our customers.

Required Skills & Experience

• 10+ years experience in a Services leadership position with proven quota attainment and exceptional results building, managing success, bookings, revenue and margin while growing an annual business portfolio of $80M+
• High energy and passion for the job.
• Exceptional relationship-building skills demonstrated by ability to grow and nurture relationships with internal stakeholders.
• Financial Services - Banking
• Proven ability to influence cross-functional teams without formal authority.
• Strong business acumen and analytical skills with ability to think strategically as well as ability to handle details
• Action oriented and results driven.
• Demonstrated experience leading product, marketing and delivery teams.
• Strong organizational and management skills to manage multiple projects, responsibilities and staff.
• 10+ years of work experience with deep industry expertise and knowledge of industry-specific challenges, regulations, and expectations in one or more of the following industries:
• Proven success at leading transformational projects to deliver customer outcomes through technology
• 10+ years of experience leading, managing, coaching, and developing staff
• Bachelors degree
• 5+ years at Salesforce or in the Salesforce ecosystem with direct P&L responsibility
• Track record in product and business model innovation –approach to create unique customer insights and convert them into replicable, scalable, profitable service offers
• Senior leader able to operate effectively with C-level executives

Preferred Skills & Experience

• CRM, software/hardware services experience
• Experience in web-based, Cloud Computing
• MBA and technical disciplines
• Program Management certification
• 10+ years of experience in a Product/Program Management role

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this 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, Inc. 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, Inc. and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce, Inc. and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce, Inc. or Salesforce.org.

Salesforce welcomes all.