Portfolio Lead / Director, Customer Success Management - Public Sector

salesforce.com, inc.; Indianapolis (IN); Hybrid; USD 162,000 - 269,000; Full time

Job summary

An established industry player is seeking a dynamic leader to join their Federal Civilian Portfolio Account Success team. This role is pivotal in driving customer success and ensuring the fulfillment of the Signature Success Plan. The ideal candidate will possess a strong background in customer success strategies and team management. You'll be responsible for leading a team, resolving customer issues, and collaborating with sales to enhance customer experiences. Join this innovative firm and make a significant impact while enjoying a flexible work environment and numerous professional development opportunities.

Benefits

World-class training

Weekly coaching sessions

Path to promotion

Volunteer opportunities

Health benefits

Financial perks

Parental benefits

Discounts

Qualifications

• 8+ years in customer advisement and team management.
• Strong critical thinking and data insight skills.
• Proven track record in talent management.

Responsibilities

• Lead a team of Customer Success Managers to deliver value.
• Resolve customer issues in collaboration with teams.
• Monitor key performance indicators for Customer Health.

Skills

Customer Success Management

Critical Thinking

Data Analysis

Team Leadership

Communication Skills

Education

Bachelor's Degree

Master's Degree

Tools

Salesforce CRM

Job description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success

Job Details

About Salesforce

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.

Position Description
Our customers looking to get the most value out of Salesforce with an enterprise experience purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

We are looking for a leader to join our Federal Civilian Portfolio Account Success team. This role leads the strategy for Signature Success Plan fulfillment and growth across teams, aligning closely with Territory, Renewals, and Success Plan Sellers. An ideal candidate has a strong background in Customer Success and Platform Health strategies, trends, and outcomes at the enterprise level. The candidate is able to research, synthesize, and develop insights and actions from market intelligence & customer feedback. Customer centricity, leadership, resourcefulness, flexibility, and a get-it-done demeanor are needed in this role.


Responsibilities

• Lead a team of Customer Success Managers, fostering high standards for value delivery and customer impact
• Address and resolve customer blocking issues in collaboration with individual contributors
• Partner with sales teams and renewals to execute strategies for Signature Success Plan renewals across teams. Develop a point of view for Signature value to help grow Signature within the EDU portfolio
• Work closely with peers and selling partners on capacity planning for Signature obligations including resource allocation, forecasting, and staffing
• Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed
• Collaborate on talent retention strategies, encompassing career pathing, promotions, and ongoing training
• Stay informed on market trends, risks, and opportunities specific to customers and industries, communicating insights to Territory & OU leaders
• As a Portfolio Leader, monitor key performance indicators, including Customer Health using Customer Success Score and Salesforce Loyalty
• As a Portfolio Leader, be responsible for delivery metrics, ensuring consistent progress and results
• Ensure teams are proficient in New Product Introductions (NPI) and New Service Introductions (NSI) initiatives.

Preferred Qualifications and Skills

• Possess a minimum of 8+ years with direct experience in customer advisement and team management.
• Exhibit strong critical thinking and ability to use data and insights to identify industry trends and risks.
• Demonstrate excellent communication skills, and be a strong collaborator, to bridge across various teams and levels.
• Showcase a proven track record in talent management, including recruitment, retention, and development.
• Familiarity with Salesforce's product offerings, services, and the larger Federal landscape.

NOTE: This is an office-flexible role. The expectation is to be in-office 3 days a week.

Our Investment In You

• World-class enablement and on-demand training - check out Trailhead.com for a sneak peek!
• Exposure to executive thought leaders with a passion for living our values
• Path to promotion with accelerated leadership development programs
• Weekly 1:1 coaching with your leadership
• Fast Ramp mentorship program
• Volunteer Opportunities
  Have you heard of our 1:1:1 model, focused on giving back to the community? The success in giving back have helped us and our Trailblazer community become a leader in philanthropy, culture, and innovation. We are one of the World's Most Innovative Companies, according to Forbes, we are #1 in PEOPLE's Top 15 Companies that Care, and are on Fortune's Change the World list. Values create value. Our values helped drive our revenue number to $13.28 billion dollars in fiscal years in 2019.
  We have a public-facing website that explains our various benefits for:
• Health benefits
• Financial benefits and perks
• Time off and leave policies
• Parental benefits
• Perks and discounts
• Visit https://www.salesforcebenefits.com/ for the full breakdown.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

For Washington D.C based roles, the base salary hiring range for this position is $162,600 to $268,900.For Illinois based roles, the base salary hiring range for this position is $162,600 to $268,900.