Senior Director, Global Readiness - Customer Success (AI)

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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.

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.

Role Description

Global Readiness is laser-focused on product quality and addressing barriers to adoption. We play a pivotal role by ensuring customer needs and CSG requirements are addressed from the early stages of product conception through to post-General Availability (GA). In addition, we inform Success Plans that deliver proactive and reactive support and expertise customers need to successfully use our products.

Global Readiness serves as Innovators and Strategic Partners to Technology & Product (T&P) to test and validate product viability and bring architectural guidance and product expertise to our stakeholders. We maintain a deep understanding of product solutions and capabilities and understanding of how they map to key customer use cases. We understand adoption barriers at all points of the customer experience and create remediation approaches leveraging the broader Salesforce ecosystem.

As a leader in the Customer Success Global Readiness team, you will be deeply invested in every aspect of the customer experience, focused on GenAI, from Go-to-Market to adoption and growth. You will engage with leaders across Technology & Product (T&P) and our Customer Success Group (CSG) to ensure that we are delivering customer success to every customer at scale.

The ideal candidate will possess a comprehensive understanding of AI technologies and their applications, coupled with a proven track record of translating strategy into actionable plans and outcomes.
 

Your Impact

• Act as executive sponsor and champion for driving overall Success requirements for our GenAI products and features based on performance insights, practical application experience and feedback from CSG stakeholders.
• Establish & lead relationship with senior-level T&P and CSG functional leaders of our GenAI products and features. Act as a liaison to different departments, facilitating communication, and ensuring alignment.
• Set and maintain the Success strategy for GenAI readiness, ensuring the Readiness Roadmap reflects the most impactful T&P innovations; requires deep understanding of the overall GenAI product roadmap and strategy.
• Identify measurable business outcomes to deliver on Global Readiness commitments and Customer Health.
• Develop agreed upon metrics by CSG & T&P to measure and improve product quality.
• Leverage deep product, domain and business knowledge to define our readiness approach in response to the GenAI roadmap and other products and features impacting GenAI such as Sales, Marketing, Service, Commerce and/or Data Cloud.
• Monitor key customer adoption performance metrics and iterate on the adoption and retention strategy based on data-driven insights to achieve performance targets.
• Understanding emerging and existing GenAI capabilities and interoperability with Salesforce product portfolio.
• Stay up-to-date on GenAI evolution, GenAI companies (including fund-raising events, third-party investments, partnerships, and joint ventures), and overall macro trends on GenAI.

Minimum Requirements

• 15+ years of progressive experience in a Customer Success or Product Management leadership role in the SaaS industry; proven ability to set a vision, excite and lead cross-functional teams.
• Proven leader with a blend of superior strategic, operational, and leadership skills with a track record of developing teams of subject matter experts who deliver against strategic business initiatives.
• Outstanding executive-level engageme