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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.

The VP, AMER Success Architects is a critically important position within the Global Success Architect leadership team, and will be responsible for leading a team of cloud experts across our Core platform across our Signature Success North American customer base. You will be responsible for leading a highly experienced team of Architects to deliver high value engagements for our customers. You will also be expected to run your portfolio with efficiency and excellence and collaborate with teams to deliver an incredible customer experience. You are a strategic thinker, someone who thinks strategically but can also lead through change and transformation in a methodical approach while inspiring your team to do the best work of their lives.

Responsibilities:

• Lead and oversee a diverse AMER-based team of cloud experts focused on delivering exceptional Success Architect engagements. These teams will address immediate customer challenges, shape the cloud customer experience strategy, and gain an in-depth understanding of each product and how our customers leverage our platform for their business needs. Your mission is to maintain high customer satisfaction, enhance platform adoption, and boost renewal rates, securing ongoing customer growth and success for our most intricate products and solutions.

• Execute on the vision of the Success Architect organization, supporting the strategy and roadmap for effective customer engagements that continually drive meaningful outcomes for our customers. Be a mentor and source of inspiration for the team, ensuring consistent and effective practices that lead to exceptional customer success. Drive efficiencies and economies of scale as we transform and integrate our work for maximum business impact.

• Develop, manage, and nurture a highly skilled, integrated, and engaged team. Champion the team's efforts to build strong internal relationships with Product, Engineering, and Sales to influence product direction and address customer concerns. Cultivate strong relationships with our colleagues in Account Success, Offers to ensure we are consistently delivering valuable engagements with a seamless experience for our customers, Foster a culture of continuous learning, deepening the teams' expertise in their domain and product portfolio. Set an example by embodying Salesforce Values, demonstrating courageous and empathetic leadership with both customers and internal cross-functional collaborations.

• Drive operational excellence and scalability to thrive in a dynamic, high-performance environment.

Experience and Expertise

• Team & People Leadership: A track record of inspiring and leading teams, consistently delivering results under time constraints while effectively managing multiple stakeholders. Known for decisive and collaborative leadership style. A trusted and experienced people manager, known for leading and empowering high-performing teams. A proven track record of elevating and nurturing talent within teams, contributing to their greater success.

• Strategic Thinker: Ability to translate details into bigger picture implications driving the business forward, challenging the status quo. Understands industry, market and organizational dynamics with the intellectual horse-power to handle growing complexity and ambiguity. Aligns the right resources to the task at hand; foresees and plans around obstacles.

• Decisive Decision-Maker: Highly experienced in decision-making, with a proven record of making strategic choices that drive functions to evolve and adapt to changing business needs.

• Stakeholder Relationships: Recognized for fostering successful and highly collaborative peer and partner relationships with leaders across diverse business areas. Adaptable and relatable to the needs and expectations of various stakeholders, including those across Customer Success, Sales, and Technology.

• Matrixed Organization Agility: A history of thriving in highly matrixed and fast-paced organizational structures, successfully navigating complexity and ambiguity.

• Communication Mastery: Strong communication skills, both written and verbal, with the ability to develop materials tailored to specific audiences and advocate for best practices.

• Data-Driven Operations: Excel in operational and analytical skills, with a data-driven approach. Possess a strong vision and deep passion for talent and technology.

Leadership Capabilities

• Leads Change: Understands that change is a collaborative process, is comfortable in ambiguity and knows that success means the realization of a shared vision with others.

• Courageous: Leads with impact and humility, increases and inspires the learning and performance of the team, wider organization and community. High self awareness while striving for impact and excellence. Demonstrated ability to reduce headwinds and influence across wide set of stakeholders.

• Innovation: Brings new ideas while challenging assumptions, preserves what's best while seeking new and better ways, understand future of work and talent trends and can bring ideas to life in shaping the Shared Success strategy.

• Operational Discipline and Commercially Astute: Able to ensure quarter-after-quarter delivery and success, demonstrates measurable impact and collaborating cross-functionally to solve and overcome challenges. Can manage trade offs and is pragmatic in approach.

• Executive Presence & Communication: Able to speak with and engage the most senior executives in the company as well as similarly situated executives elsewhere; understands the CEO agenda and how Salesforce succeeds.

Personal Characteristics

• Growth/Learning mindset

• Courage to disrupt and innovate, resulting in continuous improvement

• An ability to balance big picture with necessary day to day details and realities

• Low ego, with the natural authority to inspire others

• Resilience in the face of setbacks

• The ability to give and receive constructive and honest feedback

• High degree of emotional intelligence and self-awareness

Qualifications:

• Experience with service organizations such as support, success, or consulting

• Strong technical acumen

• Proven ability to lead large direct teams and highly cross-functional teams

• Strong project management skills, with the ability to prioritize and drive success across multiple large-scale initiatives

• Strong core values, high ethical standards, and sound judgment

• Effectively champion diversity of team, thought, and opinion

• Excellent written and oral communication skills; able to convey complex ideas in a strategic and concise fashion

• 10+ years of well-rounded management and execution experience in positions of increasing responsibility

• 10+ years of deep functional expertise in service businesses (Success, Support, Consulting Services as examples)

• Strong analytical mindset and ability to drive forward in ambiguous and fast-paced environments

• Demonstrated cross-functional communication and relationship-building skills with C-level and senior leadership

Accommodations

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