Salesforce.com, Inc Business Transformation Lead, Service Excellence in Salt Lake City, Utah
Job CategoryCustomer Success Group
The mission of Salesforce’s Business Transformation team is to accelerate our customer’s success through digital transformation and put process and behavioral excellence at the heart of their businesses. We leverage the Salesforce Customer Success Platform and our cutting edge technology, innovation, strategy and design skills to accelerate our customers’ transformation into world-class digital businesses.
If you are obsessed with Customer Success like we are, and are always looking for ways to make customer interactions with companies delightful, you are in the right place. We draw upon thousands of evidence-based success stories, our Ohana culture, and core principles to partner with our clients and drive towards transformational change… becoming customer companies.
As a customer-facing Business Transformation Lead who is focused on providing thought leadership on Service Excellence and delivering Service Excellence work, you will do things like:
Drive executive interactions and conduct alignment workshops with service leaders
Connect customers’ strategic direction to their strategic plan and map customer’s business goals to the Salesforce ecosystem
Run gap assessments to show which service capabilities need to be enabled, in what priority, and why they need to be enabled
Partner with customers to establish business priorities roadmap supported by Salesforce platform capabilities.
Advise customers on how to redesign service processes and establish the right service behaviors with customer experience as the guide
Drive experience-led decision making by employing user-centered design to quickly create solutions illustrating a future state
Deliver business value through enabling fast, iterative & cost effective Salesforce solutions to transform the way our customers engage with their customers, employees and partners
Align the business & IT disciplines to industrialize the best ideas with new operating models and governance strategies
Shift people’s mindsets and behaviors across the enterprise to help achieve the customer’s business transformation vision
Identify new opportunities to drive business and customer value, increase Business Transformation’s impact and gain competitive advantage in the market
Your Impact: Success will be measured by:
Customer Satisfaction is the most important responsibility of the Business Transformation Lead.
Customer Impact Metrics:
Quarterly Customer Satisfaction (CSAT) Score
Customer-directed metrics re: Business Value (VCM) impact on business goals
Examples: Reduced attrition, CRM adoption, CSAT
Business Transformation Team Community Contributions (referenced):
Attends / hosts community meetings
Supports peers in community
Internal Salesforce Metrics (referenced):
Customer Success scores
Skills matrix endorsements
Certifications & badges
While no college degree is required, most successful candidates have substantial experience in service or CRM based consulting, or within industry, as subject matter experts and/or have earned MBAs.
8+ years relevant leadership or consulting experience driving organizational transformation leveraging functional expertise in customer service, field service, and customer engagement; knowledge of the Salesforce platform; industry expertise; and strategic problem solving skills to help customers transform their business
Experience in customer or field service strategy, service leadership and/or service operations would be highly valued in this role.
Published thought leadership in such areas as customer or field service/service strategy/service leadership/service operations
MBA or equivalent from a top-tier school preferred.
Travel is an integral part of this role, and will be based on individual customer needs. (25%-75%)
Challenges the status quo
Inquisitive mind, endless curiosity and passion for learning about customers, industries and new approaches to doing things
How end users perform their jobs
Industry challenges and solutions
Advanced ability to translate vision and business issues into actionable roadmap and solutions
Experience assessing business operations and measuring performance over time
Experience leading new ways of working and inspiring both internal teams and customer teams
Passion to investigate business processes and evaluate the possibility of new business models
Passion for technology, business processes, operational efficiency and automation
Exceptional strategic thinker, analyst and results-oriented collaboration partner
Strong self-starter with the ability to build a network within Salesforce.com and your assigned customer
Effectively build, develop, and manage relationships with internal and customer executives, setting expectations on their role as stakeholders vested in success
Matrix leadership: Motivate, inspire, and coordinate a blended team of Salesforce, customer, ISV and system integrators to solve customer challenges
Advanced ability to manage customer escalations (internally and externally) and negotiate resolution
Thrive in the unknown: creatively solve problems with limited input and resources in a fast-paced, high-pressure environment
Flawlessly execute consulting management activities, with high attention to detail, organization and process
Genuine passion, interest, willingness and ability to adjust to continuously changing priorities and needs
Capability as credible and effective C-level advisor/coach, especially with regards to change management (cultural, business and technical)
Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
Proven effectiveness at leading and facilitating meetings and workshops
Experience and comfort working in an environment of ambiguity:
Able to navigate ambiguous business situations and identify a path forward
Able to develop new approaches to accomplish work while clarifying and creating transparency across multiple constituencies
Trusted advisor who is sought after for their ability to add value quickly
Familiarity with implementing and supporting enterprise solutions (CRM, ERP, etc.)
Experience with product management and agile coaching
Experience with software design/CX/UX/UI, software development, devops and continuous delivery
Collaborate with customers and system integrators to map out current state user workflows and functional architectures, evangelize the benefits of cloud-based technologies, and personalize the future state end user workflow
Deep Salesforce product knowledge and/or demonstrates the ability to quickly learn with a desire to try to make things directly and be hands-on
Salesforce platform expertise (or other enterprise software)
The full suite of Salesforce’s continuously evolving clouds
AppExchange / 3rd party niche solutions to meet customer needs
Innovations and best practices for delivering cloud solutions
Knowledge of process automation, user experience and workflow is a plus.
Experienced at consultative approach, including the ability to translate customer needs into user stories and prototypes
Excellent situational awareness - must be comfortable in dynamic customer environments and enthusiastically present our company
Well-developed soft skills, such as writing, presenting, storytelling, listening, empathy, and the ability to adjust communication style based on the audience
Demonstrated ability to communicate, present and influence credibly and effectively at all levels of a customer’s organization:
Executive presence while collaborating with and successfully influencing the C-suite
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
Genuine interest and passion for learning, educating and mentoring
Partner with client business leaders to implement change: Provide thought-leadership for end-to-end processes refinement in marketing, sales, support and operations
Maximize speed to market with direct access to Salesforce’s product teams, roadmap, industry reference architectures, AppExchange offerings and agile development
Enable delivery with speed, agility and stability by implementing a decision-making framework that balances regional and global attributes, frequency of change, quality of data and risk mitigation
Combine technical and analytical excellence to help solve our client’s toughest business problems. Personalize best practices to customers including, but not limited to, roadmap, agile development, change management, enterprise collaboration, operational support, and alignment to business strategy
Leverage our proprietary methodology to co-create a personalized plan that aligns corporate goals, what is possible, key business measures / KPIs, and a practical implementation path
Improve the certainty of delivering large scale change by aligning sponsor goals, key customer and Salesforce stakeholders, and delivery resources into a program with consistent and transparent processes
Develop a change management and communications strategy focused on education, and continuous feedback loops that engage everyone from end users to senior leaders
Formulate a plan to increase user adoption, productivity, reduce TCO and accelerate Salesforce investment payback
Salesforce.com 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. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.
Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.
Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the “Most Admired Companies in the World” and one of the “100 Best Companies to Work For” eleven years in a row, and named “Innovator of the Decade” and one of the “World’s Most Innovative Companies” eight years in a row by Forbes.
There are those who choose to work with the best and brightest. And then, there are those who want to do more than just a job. They are the ones improving lives, not only their careers. Having an impact now instead of later. Doing something that’s so much bigger than themselves, an industry, and their company.
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