VP, Portfolio Services Leader at Salesforce.com in Chicago, Illinois

Posted in Other 24 days ago.

Job Description:

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Job Category

Customer Success Group

Job Details

The Vice President, Portfolio Services Leader - AMER is a Senior Executive with a passion and experience for growing world-class high-performance teams and successfully delivering innovative professional services to Salesforce customers. They work as part of a highly matrixed, cross-functional team in close partnership and collaboration across Sales, Customer Success, and Alliances Teams, and the wider partner ecosystem. Leveraging existing tools and methodologies as well as innovating new ways of working, they help customers maximize their return on investment and time-to-value using Salesforce. They redefine traditional consulting models by focusing on business value, agility, and cloud practices, ensuring customer success, and developing lasting customer relationships. Their passion is a never-ending quest to innovate, improve, and enhance our service and product delivery methodologies, driving more value for our customers while achieving the professional services strategic and financial objectives.

Primary Responsibilities:

  • Lead Salesforce Professional Services Delivery across a portfolio of business

  • Accountable for the successful delivery of highly visible engagements and services offerings

  • Inspire people to do the best work of their careers, being a multiplier, amplifying the knowledge and capability of the people around you while continuing to provide an inclusive workplace as one of Best Places to Work.

  • Recognized as a valuable and trusted advisor by our customers and other members of Salesforce and continue to build a reputation for excellence in professional services

  • Collaborate with the Go-to-Market Team to drive continued growth of services

  • Collaborate closely with delivery practices leadership to ensure a balance of supply and demand for resource skills and capacity in accordance with demands of the market

  • Work closely with the sales organization and support solution sales process

  • Review and approve complex proposals and statements of work

  • Participate in deal approvals as needed

  • Ensure a thorough understanding of customer expectations through meetings with sales and discussions of contractual details with the customer at the planning meetings

  • Work with sales to develop and enhance tools and methodologies that improve the sale of professional services

  • Collaborate with Professional Services Marketing, Sales and Pre-Sales Teams, and the wider Salesforce business to shape solutions, including hands-on deal involvement in large sales pursuits that will accelerate value for our customers.

  • Foster executive relationships and, when required, serve as the executive sponsor or support others inside the business who serve as the executive sponsor.

  • Gain a deep understanding of our customers, their businesses, and industries, and help them realize their ambitious business value and transformations.

  • Work with Salesforce Enablement, Training, and Employee Success Teams on ongoing professional development and skill development programs for all team members.

  • Work with Recruiting Teams on inclusive sourcing, recruiting, and hiring of talented, high potential professionals.

  • Contribute to innovating and developing new and existing service offerings in partnership with Product Management and Development Teams.

  • Accountable for running and continually improving governance, quality assurance, and oversight of all projects in the professional services portfolio. Manage delivery escalations to resolution.

  • Accountable (in conjunction with the Global Services Operations Team) for running and continually improving repeatable processes that drive sustainable customer value and satisfaction and predictability of revenue.

  • Collaborate with our ecosystem of Salesforce consulting partners to drive value for our customers.

  • Responsible for achieving strategic and financial targets, including professional services revenue, team utilization, profitability, customer satisfaction, customer business value, team development, employee engagement, operational innovation and excellence.

  • Drive needed operations and methodology - metrics and deliverables

  • Drive operational excellence throughout the professional services organization - process improvement and adherence, leverage tools and automation for accuracy and consistency

  • Provide management reports to senior management on customer status, resource utilization, and revenue forecasts as needed

The ideal candidate will have:

  • A successful track record of working effectively in a highly matrixed and fast-growing organization

  • A passion and belief in the unique value of professional services in a cloud software company.

  • A demonstrated track record in identifying and developing leaders and leading large, high-performing teams.

  • The proven ability to develop customer relationships, understand their businesses, and develop a shared vision for accelerating their business success with Salesforce.

  • The ability to mobilize and inspire a diverse and geographically dispersed professional services team to drive successful business outcomes for the customer.

  • The capability to recognize complicated customer and internal relationships and navigate win/win outcomes for multiple stakeholders.

  • Experience in developing and executing project governance methodologies. Demonstrated success engaging at CxO level and representing on Project Steering Committee Executive Boards.

  • Proven track record of growing a business. Developing a strong strategy and competitive advantage and consistently hitting delivery milestones, financial targets, and customer satisfaction goals.

What you need to be successful in this role:

  • 10 - 15 years of applicable experience in professional services is required

  • 10+ years consulting and/or consulting management experience in the technology/application domain

  • Experience producing rapid implementations

  • Experience in building out a Consulting Center of Excellence with packaged remote service implementation capabilities

  • Experience with alternative staffing models that drive high quality and efficiency.

  • A highly motivated and experienced senior leader with 10+ years of experience in systems integration consulting

  • Track record in growing high-volume services revenues (i.e., $25+ million), while continuing to improve operational excellence (high utilization, meeting margin targets, focus on quality, customer satisfaction, etc.) and managing a full P&L

  • Successful track record of building and managing a high-performance team that has built successful and profitable consultative relationships with key influencers in companies spanning a broad array of industries

  • Excellent strategy development and problem-solving skills as well as business development focus and experience (e.g., relative to new products, services, and go-to-market approaches), while possessing a broad level of technology understanding and substantial operational and financial acumen

  • Delivery focused: Previous experience managing professional service delivery for a software company (SaaS preferred)

  • Significant experience running or overseeing multi-million dollar projects

  • Ability to lead in a virtual and remote environment.

  • Ability to strategically travel as business returns to normal post-Covid

Personal Characteristics:

  • TRUST: Trusts the company's core values; shows integrity, transparency, and reliability

  • ADAPTABLE: Excels in high levels of uncertainty, ambiguity, and change.

  • BEGINNERS MIND: Always learning; approaches everything with an open mind; considers all opinions, looks to innovate and hands-on.

  • MULTIPLIER: Amplifying and unleashing the potential and capabilities of others.

  • LEADERSHIP: Self-aware and strategic thinker; proficient at building strong relationships and growing people and leaders.

  • COMPELLING COMMUNICATOR: Speaks and writes with clarity, brevity, and purpose; explains areas of expertise clearly and confidently to others; influences and engages C-Level with authority and confidence.

  • TEAM PLAYER: Proficient at high impact teaming and working with members of a multi-functional team

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes's "World's Most Innovative Company" five years in a row and one of Fortune's "100 Best Companies to Work For" eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.

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