Salesforce is seeking a Director to lead Customer Success Technology for Product Management within Digital Enterprise Technology (DET). The goal is to offer personalized and relevant content, support, and a centralized view of customer business objectives to Sales, Success, and Support teams, ensuring customers meet their business objectives. This role will leverage Salesforce products to showcase customer service excellence and drive agentic transformation of digital experiences.
Requirements
- 12+ years of product/project/program/portfolio management or related experience, with a demonstrated ability leading Agile software projects
- Large enterprise scale website experience
- Service Cloud, Experience Cloud background
- Proven experience acting as a thought-leader to determine solutions and moving them to implementation
- Demonstrated experience effectively presenting to a broad range of collaborators, up to C-Level Executives
- Demonstrated success in supporting large groundbreaking initiatives
- Applied AI experience for customer success domain
Responsibilities
- Partner closely with DET architecture, engineering teams and executives to develop product strategies for driving outstanding Customer Success through technology.
- Lead the investigation and troubleshooting of issues to resolve root causes and drive solutions.
- Lead the portfolio’s maturation of product teams applying agile principles, resulting in shorter development cycles, fast feedback, and continuous discovery.
- Continuous improvement of policies, procedures, and technology
- Collaborate with other teams to solve security problems with minimal disruption to other business functions.
Other
- Leads product leads, building a culture of continuous collaboration and value realization with the Salesforce Customer Success Group.
- Partner with Business leads to co-author/drive Agentic transformation of digital experiences
- Hire, train and assess the performance of direct reports according to corporate policies and procedures.
- Assist in the growth of employees through coaching, training, and career development activities.
- Occasional travel is required (domestic and international)
