Job Description

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Job Category Customer Success Group

Job Details

Program Delivery Senior Director - Singapore

The mission of the Salesforce Services team is to accelerate our customer's success through digital business transformation, putting innovation at the heart of their businesses. We leverage the Customer Success Platform and cutting edge technology, innovation, strategy and design skills to accelerate our customer's' transformation into world-class digital businesses.

The ideal candidate for this role has experience managing large scale customer experience programs, crafting strong business transformation business cases with clear return on investment or sales/service/marketing transformation programs (preferably utilising the Salesforce platform) within companies as well as consulting externally. You are poised, experienced and credible in the C-Suite, with an unwavering ability to influence action and results up, down and across the organization.

We're looking for an empathetic, experienced but #NoEgo consultant to join our well established hard-working team based across Sydney, Melbourne, Canberra and Singapore.

Responsibilities:

• Influence

• Demonstrated ability to communicate, present and influence credibly and effectively across the entire organisation. This means from CEO to administrator, and across various disciplines (such as Finance, HR, Sales, Marketing, Operations, Customer Services, Technology). Must be able to work with the customer's technology organisation to influence and implement plans.
• Excellent situational awareness - must be comfortable in dynamic customer environments and enthusiastically present our company.
• Highly developed soft skills, such as listening, empathy, and the ability to adjust communication style based on the audience.
• Strong teamwork and facilitation skills with the ability to:

• Balance conversations within groups
• Offer suggestions and improvements to process and work effectively with all personalities.
• Drive towards building consensus
• Build and sustain strong and trusted relationships with business partners internal and external, contributing to broader goals and growth beyond the scope of a single customer engagement..
• Identify opportunities to increase effectiveness of delivery and customer engagement.

• Lead

• As a part of a blended team consisting of other Salesforce resources (Business Architects, Program Architects, Account Executives, Customer Success, Services) and 3rd party system integrators, deliver one of Salesforce's most strategic services products to large, global customers.
• Serve as a change agent to identify ways to drive improvements around global processes and to challenge the customer status quo and champion a new culture of business and IT collaboration, innovation, agility, standardization, productivity, increased adoption and continuous improvement.
• Improve the certainty of absorbing large-scale transformational change by building communications, education, and continuous feedback loops that engage everyone from end users to senior executves.
• Manage overall program schedule and scope and achieve agreement on key program deliverables and completion dates in partnership with various stakeholders and in alignment with customer's business goals and vision. Review and adjust program direction, approach, key artifacts, etc. to keep program on track.
• Manage customer expectations; negotiate solutions to complex problems with both the customer and third-party partners.
• Contribute to the growth of the Services Practice by identifying and leading internal strategic initiatives to grow the consulting practice, leveraging junior teammates to achieve individual as well as team growth; serving as an active contributor to the practice knowledge and resource base; mentor, educate, and enrich technical and non-technical Salesforce, customer and partner colleagues.
• Demonstrated management experience across digital, change management, value consulting, innovation or experience design.
• Produce

• Co-create a compelling detailed strategic transformation blueprint (including clear metrics & KPIs) that aligns a customers' business outcomes with customer experience, what is possible, key business measures, and a practical roadmap. Candidate must demonstrate strong commercial and financial acumen.
• Contribute to alignment on program vision while advising and articulating program/project strategies on enabling Salesforce technologies.
• Facilitate the integration of business and technical architectures in support of customer's strategic goals, and ensuring that solutions are scalable, extensible, and maintainable moving forward.
• You're a "doer" and a "thinker", you have a bias towards action

Required Skills

• 20+ years of applicable experience.
• Breadth of client and industry experience (either different in house roles or through consulting)
• Established leader with a history of innovation along with the proven ability to deliver on strategic and tactical business outcomes.
• Salesforce transformation experience a bonus
• Ability to work effectively with a geographically dispersed team.
• Ability to influence without authority.
• Strong presentation skills. Able to effectively present your point of view to a variety of audiences.
• Strong executive presence and ability to work effectively with C-Level managers.
• Travel to client site (average of 50%), but may be higher or lower based on the client engagement.

#LI-Y

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