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Job Category
Customer Success
Job Details
About Salesforce
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.
We are looking for a Leader to join our Account Success team focused on Signature & Premier customers in the global Nonprofit and Non-Governmental Organization (NGO) Operating Unit. This role leads a team of Customer Success Managers (CSMs) and Customer Success Area Leads (CSALs) who are accountable for delivering the best-in-class customer outcomes for the Signature Success customers and driving adoption of resources for our Premier Success customers. The person is responsible for “running the Signature Success business”, and drives the strategy of Signature Success Plan renewals and growth aligning closely with Renewals and Success Plan Sellers. An ideal candidate has strong people management capability and a background in Customer Success strategies, trends, and outcomes at the enterprise level. The candidate has abilities engaging CxO-level stakeholders and can research, synthesize, and develop insights and actions from market intelligence & customer feedback. Customer centricity, teamwork, resourcefulness, flexibility, and a get-it-done demeanor are needed in this role.
The role can either be based in Dublin (Ireland) or London (UK).
Responsibilities
- Lead a team of CSMs & CSALs, forecasting growth, excellence and High Performing Culture
- Execute strategies for Signature Success Plan renewals and growth across the assigned portfolio
- Engage in top Signature Success prospects by providing direct customer-facing presales support, and formulating strategies to accelerate deal close.
- Actively engage in account strategy and be a part of executing the strategy for select accounts.
- Foster executive relationships with covered customers and internally to drive value of Signature investment.
- Ensure the team successfully delivers the obligations and entitlements of the Signature offer
- Proactively identify and remediate high-risk customers, and address & resolve complex customer blocking issues.
- Own the direct relationship with Sales leaders aligned to your Operating Unit (OU) and build successful partnerships with broader stakeholders serving this OU to achieve common goals.
- Work closely with peers and selling partners on capacity planning for Signature obligations.
- Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed.
- Develop at-scale strategies for driving Premier Success entitlement consumption to mitigate attrition and increase adoption.
- Deliver operating unit targets and key performance metrics through operational execution and discipline.
- Stay informed on market trends, risks, and opportunities specific to customers and industries, communicating insights to stakeholders and Operating Unit (OU) leaders.
- Be an inspirational leader and create a vibrant, inclusive culture that inspires people to do their best work.
Preferred Qualifications And Skills
- Previous leadership roles with direct experience in customer success and team management.
- The ideal candidate has Nonprofit or NGO industry experience.
- The ideal candidate has experience leading global teams.
- Proven success in establishing a clear vision and driving change within a customer-facing organization.
- Coupled with a customer-centric mindset and strong critical thinking, exhibits the ability to use data and insights to identify trends and risks, and inform strategies, tactics and execution.
- Demonstrates excellent communication skills to bridge between various teams and levels, and negotiation skills both with customers and internally.
- Experience in building executive relationships and driving/influencing change with complex Enterprises.
- Showcase a proven track record in building a high-performing team, including performance management, talent management, recruitment, retention, and development.
- Experience with Enterprise-scale organizations and demonstrated leadership to make rapid decisions and problem-solving in this environment.
- Track record of delivering against targets and KPIs.
- Familiarity with Salesforce's product offerings, services, and the larger industry landscape.
Accommodations
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We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme. We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role. Applicants are welcome to opt-in to the interview scheme as part of the application process. If you would like to apply under the scheme, please click the link to the Accommodations Request Form above and scroll to the UK Disability Confident Scheme section within the form.
Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. 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.
