Senior Vice President / General Manager, Operating Unit Lead - Professional Services

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Job Category

Customer Success

Job Details

About Salesforce

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Role Overview :

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 Vice President / General Manager, Operating Unit Lead - ICE (Industrial, Consumer & Energy) you will be leading the teams who design, develop, and deliver our portfolio of Professional Services offerings across an industry-aligned operating unit within the AMER region. Ultimately, you will ensure we bring our AMER Services expertise to market in a coordinated way across the segment in order to improve customer satisfaction, increase product usage and adoption, and directly impact Salesforce's top and bottom line.

At the high level, this includes developing a 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. At the more tactical level, this role is designed to lead and manage an AMER Services operating unit portfolio in its entirety - driving utilization, bookings, and revenue across the OU. You will work cross functionally with our sales teams to ensure go-to-market motions are integrated to drive end-to-end success for our customers. This role will also partner on the development of new industry-specific services products and programs, based on insightful customer engagement and understanding, including launching pilots that will allow us to co-create new offerings with our customers to confirm market fit.

You will interact regularly with our distribution organization, specifically your industry counterparts, as well as other teams within the company to provide a holistic and complete view of business goals related to the set of service products you need, the technology capabilities this requires, and the content needed to support these offerings across the industry.

Leadership Qualities :

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.

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.

Focus on Customer Success : Builds and maintains relationships with customers; shapes solutions that have significant positive impact on their business.

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.

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.

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 :

Provide industry and account-focused thought leadership and vision for the next generation of AMER Professional Services, leveraging the unique opportunities of our lead position in the market and the cloud model.

Attract top talent, and coach and develop a strong team consistent with our culture.

Develop an approach to generate unique insights about our customers' unique needs as well as industry trends & sales plays (user groups, advisory councils, etc.)

Strong collaboration internally with stakeholders in CSG, Sales, Marketing, and Product Teams to operationalize the delivery of services by segment.

Proven ability to influence across organizations without direct hierarchical ownership of teams.

Recognized spokesperson and trusted advisor with customers and analysts (listening, public speaking, writing and negotiating)

Manage the financial commitments of the operating unit, working with multiple parties, against financial and business metrics.

Systematize the process for developing new packages and programs. Build a new delivery model for packaged services.

Enable and evangelize the portfolio internally and externally.

Collaborate with our internal teams to operationalize the delivery of services for multiple sub-segments.

Required Skills & Experience :

15+ years experience in a professional services leadership position with direct P&L responsibility. Proven track record of quota attainment and delivering exceptional results by building and managing success in bookings, revenue and margin, while growing an annual business portfolio of $250M+.

15+ years of work experience in the manufacturing, retail, consumer goods or energy industries and knowledge of industry-specific challenges.

Track record in product and business model innovation - approach to create unique customer insights and convert them into replicable, scalable, profitable service offers

Proven success at leading transformational projects to deliver customer outcomes through technology

Senior leader able to operate effectively with C-level executives

Strong business acumen and analytical skills with the ability to think strategically as well as ability to handle details

Demonstrated experience leading product, marketing, and delivery teams.

Action oriented and results driven.

Strong organizational and management skills to manage multiple projects, responsibilities, and staff.

Exceptional relationship-building skills demonstrated by an ability to grow and nurture relationships with internal stakeholders.

Proven ability to influence cross-functional teams without formal authority.

High energy and passion for the job.

Degree or equivalent relevant experience required. Experience will be evaluated based on the Values & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Preferred Skills & Experience :

5+ years at Salesforce or in the Salesforce ecosystem

15+ years of experience in a Product / Program Management role

Experience in Cloud Computing

MBA and technical disciplines

Product Management certification

Program Management certification

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Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including : time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link : https : / / www.salesforcebenefits.com.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.For New York-based roles, the base salary hiring range for this position is $370,000 to $461,000.For Washington-based roles, the base salary hiring range for this position is $370,000 to $461,000.For California-based roles, the base salary hiring range for this position is $370,000 to $461,000.For Illinois based roles, the base salary hiring range for this position is $370,000 to $461,000.For Massachusetts based roles, the base salary hiring range for this position is $370,000 to $461,000.

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