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Job Category
Customer Success
Job Details
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We are seeking passionate and motivated business strategy consultants to support our customer engagements. Directly contacting C-level customers, you will craft innovative, experience-led strategies which clearly define the vision, program success metrics and an executable roadmap which achieves desired business outcomes. Work with our key customers, partners, and technical delivery leaders, you will drive scale, speed to value and a sustained landscape for future success.
They coordinate business challenges gathering, brings Communications/Media/Telecom Industry standard processes, trends and issues, and innovative solutions to the custom. They own validating that the overall solution design meets and supports the business goals and/or objectives, as identified in the visioning sessions and through general interactions. They interact at a project level and directly with the project business sponsor in establishing strategic relationships and influences business and roadmap decisions.
The ideal candidate will bring technology-enabled, large-scale Business Transformation experience and knowledge of Communications/Media/Telecom industry trends, maximising this credibility as a strategic advisor to our customers, partners, and internal Salesforce teams. Critical to the role is the ability to think strategically about business, product, and technical challenges as you drive customer efficiencies, cost savings, and quick innovation available on the Salesforce platform. You will possess strong facilitation and synthesis skills, with the ability to align diverse collaborators on a common path forward, ensuring Business and IT executives embrace joint ownership for results. You are a self-starter who can work and collaborate effectively in teams of various shapes and sizes, in pre-sales and delivery environments.
Roles and Responsibilities
- Co-create a vision and strategy that aligns a customers' business goals with their customer's experience, and is connected to a business value model that allows for iterative business value realization traceability.
- Shape the future customer and employee experience applying human-centered design practices.
- Drive towards radical business process simplification and moderate this across federated structures of large enterprise customer organizations.
- Advocate for business innovation by mapping Salesforce Customer 360 platform capabilities to the desired customer and employee experience.
- Provide a point of view and good practice advise on business excellence in the field of digital marketing, sales, and service in a prescriptive yet collaborative way.
- Develop a transformation roadmap that bridges vision to execution in an actionable and iterative way.
- Define governance models to help customers achieve their strategic goals through understanding their business strategy and technology needs. And redefining their ways of working by enabling agility, DevOps practices and accelerating time to market.
- Advocate for new ways of working that are rooted in agile principles, lean governance, and human centered design.
- Nurture and manage cultural change and develop adoption strategies for solutions and processes. Understand the importance and impact of psychological safety in any transformation, and ensure this is leveraged to optimise the customer's likelihood of successful value realization.
- Shape large enterprises roll-out initiatives with respective market engagement and enablement strategies.
- Contribute to broader goals by becoming a citizen philanthropist and give back to our communities by joining or initiating volunteering activities.
Requirements/ Skills
- Solid experience in enterprise-level technology transformation programs at large enterprise companies
- Experienced in the Communications/Media/Telecom Industry.
- Extensive client facing experience
- Experience in Business Strategy, Product Management, Agile, Program Governance, Experience Design, Organisational Change and/or Value Realization
- Presentation skills, experience collaborating with C-suite executives.
- Experience with key areas of CRM enterprise and solution architecture, ideally including Salesforce platform capabilities across sales, service, and marketing and integrating with enterprise landscapes.
- Ability to shape innovative solutions from initial visioning to realization roadmap utilising design thinking and agile practices.
- Experience in concepts, practices, procedures, and deliverables associated with solution development, implementation and operational readiness
- Knowledge of the key business value drivers and success metrics typical of large-enterprise companies
- Ability to analyze and synthesize complex information, working in situations where data may be absent or ambiguous and creative approaches are required
- Strong executive presence and presentation / facilitation skills, comfortable collaborating with and presenting to C-suite executives, including poised, confident objection-handling abilities
- Problem solver that enjoys helping customers "cross the chasm" from current state to future state
- Creative, high-energy, entrepreneurial self-starter comfortable running initiatives and programs independently within a "start up-paced" technology company
- Thrive working collaboratively and cross-functionally, particularly with Sales, Engagement Delivery Leaders, Solution and Technical Architects, Designers and External Partners
- Travel will be based on individual customer needs with 50% travel to be expected. (While travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended).
Preferred Qualifications & Skills
- Salesforce Customer 360 Platform experience in Sales, Service, Marketing
- Experience in designing new digital operating models including governance, process models and change management practices to drive structural and cultural change.
- Experience in scaled agile operating frameworks.
- Knowledge and experience on how to structure and operate large roll-out initiatives.
- Experience in organizational change management strategies.
- Thought leadership contributor in a certain process domain, or industry, or method competency.
- English and Spanish is a plus.
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