Director of Regional Success Architecture, Salesforce
Data 360
$171.2-298.4k
Salary is partially dependent on location
World's leading CRM provider
Posted today
World's leading CRM provider
1001+ employees
Posted today
$171.2-298.4k
Salary is partially dependent on location
1001+ employees
Company mission
To empower companies to connect with their customers in a whole new way.
Role
Who you are
- The successful candidate will be independent, self-motivated, proactive, results-oriented, capable of quickly championing change, and influential
- 8+ years in consulting/professional services, customer success, or related customer-facing roles, handling complex issues for enterprise customers
- 5+ years at management level, with proven ability to lead and develop high-performing teams
- Experience managing teams of 12+ individual contributors in enterprise-scale organizations
- Cloud/SaaS software environment experience, preferably supporting global or regional customers
- Proven track record of driving both operational excellence and strategic customer outcomes
- Understanding of regional business dynamics and cultural nuances
- Technical & Business Acumen
- Deep understanding of customer service and success best practices
- Ability to balance tactical execution with strategic thinking
- Experience with Data 360, CRM, or similar enterprise software platforms preferred
- Passion for technology and innovation
- Strong analytical skills with ability to drive decisions based on data and metrics
- Excellent communication, presentation, and negotiation skills at all organizational levels, including C-level
- Ability to influence and build relationships across global teams and cultures
- BA/BS Degree in technical, business, or related field (or equivalent relevant experience)
- Proven ability to work effectively in a matrixed, global organization
What the job involves
- The Director, Success Architecture Data 360, is a customer-focused leader responsible for Salesforce's most strategic success plan aligned role, Success Architects. This role will ensure the highest sustainable level of customer satisfaction with Data 360 across all customer segments. Key responsibilities include managing Success Architects; driving customer adoption and value realization; escalation management; and adherence to established success processes. As a member of the global Data 360 organization, the Director will partner with regional and global stakeholders to deliver world-class customer experiences
- You will provide a high level of customer satisfaction through the delivery of exceptional customer success services. You will lead a team of professionals through a high-growth period that requires adaptability and comfort with changing circumstances
- Build, lead, and develop a world-class team of Success Architects
- Manage individual contributors effectively, providing coaching, mentorship, and support to help them develop professionally and achieve their delivery goals
- Resource and organize teams effectively to drive customer outcomes across all segments
- Create a vibrant, inclusive culture that inspires people to do their best work and aligns with Salesforce Core Values
- Find, hire, and retain the best technical and customer-facing talent in the region
- Create an environment of stronger employee engagement through regular connects including 1:1s and office hours
- Demonstrate better together leadership that works together with peer leaders to achieve the best outcomes
- Secure psychological safety everywhere
- Lead the Success Architect team to drive Customer Success through proactive guidance, outcome focused goals, and operational rigor
- Manage key metrics including customer satisfaction (CSAT), productivity, time to resolve, and outcome achievement
- Act as an escalation point for high severity customer issues that arise from within the team, directly from customers, or from other Salesforce functions
- Ensure the team KPIs are met or exceeded across global Architect standards
- Exemplify a positive customer experience through effective communication in every interaction with the customer
- Receive and manage customer complaints and escalate to appropriate personnel/team ensuring successful and timely resolution
- Drive customer adoption and technical health of Data 360 capabilities, including coaching your team members on Data 360 Customer Journey key milestones that they need to influence
- Ensure customers launch Data 360 and drive continuous business value
- Manage key success metrics including adoption, customer health, engagements, executive business reviews, retention, and expansion opportunities
- Build meaningful and lasting relationships with key stakeholders and establish long-term executive relationships
- Take a hands-on approach to personally create customer wins, references, and case studies
- Lead Success Architects to deliver proactive success planning and strategic guidance with a consultative approach
- Work with Support, Sales, Product, Engineering, Customer Success, Services, Renewals, and Business Operations to improve overall customer experience
- Represent the voice of the customer to stakeholders across the organization, including ensuring team contribution to formal product feedback loop process
- Understand success and implementation services best practices and contribute across teams to continuously improve these practices
- Execute company policies that affect operations and may have company-wide impact
- Drive the team to effectively align with changes in a timely manner
- Inspire continuous improvement in service delivery according to business objectives
- Demonstrate excellent communication, presentation, and negotiation skills at all organizational levels, including C-level
Our take
Salesforce is a global cloud computing company, best known for its on-demand, comprehensive customer relationship management (CRM) solutions. The company was launched to mitigate the doubts that business owners felt regarding third party companies holding their data.
By providing essential, customer-oriented CRM software, Salesforce places itself at the heart of digitised businesses. Furthermore, by building out its AI capabilities, the company removes the complexity of AI, enabling any business to deliver smarter, personalised and more predictive customer experiences.
Due to the continued innovation offered by the company, over 150,000 companies, both big and small, are growing their business with Salesforce today. Despite a tumultuous 2023 filled with activist investors, a boardroom shake-up and the unprecedented step-down of Co-CEO Bret Taylor, Salesforce continues to close several acquisition deals and managed to drive up its stock value by 96% from the end of 2022 to 2023.
Steph
Company Specialist at Welcome to the Jungle
Insights
-8% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2001
$46.9m
SERIES D
Nov 1999
$13.2m
SERIES C
Total funding: $64.5m
Company benefits
- With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year
Company HQ
SoMa, San Francisco, CA
Leadership
Marc Benioff
(Chair & CEO)Previously Senior Vice President at Oracle Corporation for 13 years.
Parker Harris
(CTO)Previously worked as a Software Engineer for over six years. Harris also co-founded Left Coast Software.
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