Senior Director, Agentforce Success Engineer

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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 are unleashing digital labor with Agentforce, the Digital Labor Platform. Customers invest in Agentforce to engage with their customers autonomously across channels 24/7 in natural language to resolve customer inquiries, answer product questions, offer personalized product recommendations and much more.
We are looking for a senior people leader to join our Agentforce Success Engineers team. This role will lead a team of Agentforce Success Engineers who are responsible for helping our customers unlock the full potential of their digital workforce. This role will partner and align closely with Sales, Account Success, Consumption Leads, Professional Services and Salesforce Partners to help customers activate and consume Agents quickly and effectively. The ideal candidate has a strong background in Customer Success strategies, trends, and outcomes at the enterprise level and has experience leading a High Touch Customer Success team. Customer centricity, teamwork, resourcefulness, flexibility, and a get-it-done demeanor are needed in this role.

Responsibilities

• Lead a team of Agentforce Success Engineers fostering growth and excellence.

• Guide the team on how to Assess customer readiness and to remove activation barriers for Agentforce.

• Strong customer-facing communication & interpersonal skills. Build Executive Customer stakeholder relationships necessary for Agentforce activation, rollout and consumption.

• Partner with sales, CSMs, Consumption Value Managers, Professional Services and Salesforce Partner teams and leaders to execute strategies for Agentforce activation and consumption.

• Develop a point of view for Agentforce Use Cases and value to help grow Agentforce consumption within the assigned set of customers.

• Be responsible for delivery metrics, ensuring consistent progress and results.

• Work closely with peers and selling partners on capacity planning including resource allocation, forecasting, and staffing. Align customer allocations with Agentforce coverage, manage team-based allocations, and orchestrate additional resources as needed.

• Collaborate on talent retention strategies, encompassing career pathing, promotions, and ongoing training

• Providing guidance, support, and development opportunities to the team; understanding team needs, adapting communication styles, and facilitating personal and professional development.

• Demonstrates inclusive and psychologically safe spaces for team

• Stay informed on market trends, risks, and opportunities specific to the business.

• Exhibit strong critical thinking and ability to use data and insights to identify trends and risks.

• Monitor key performance indicators, identify areas of improvement and coach the team accordingly.

• Help the team manage and resolving customer escalations and red accounts.

Preferred Qualifications and Skills

• Possess a minimum of 8+ years in leadership roles with direct experience in customer success and team management.

• 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 and services.

• Understands Salesforce strategic goals and ensures customer engagements are contributing to Salesforce success

• Advanced understanding of AI & Agentforce

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