Customer Success Director - Consumer Packaged Goods/ Retail

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Job CategoryCustomer Success GroupJob Details

Strategic Success Director will shape and drive end-to-end digital transformations across people, process and technology while driving business value based on the customer strategy and priorities. They are experienced business executives that empower our most complex high value customers to reach their digital aspirations. They act as the coach of the customer relationship leveraging the full power of Salesforce by bringing in technical experts, success managers, executive sponsors, product managers and strategic programs.

Strategic Success Director will be an individual contributor on named accounts. Strategic Success Directors play a key role in building a culture of constant improvement in the world of agility, challenge the customer status quo, and find ways to inject speed into processes to ensure customer value realisation with Salesforce, while fostering exceptional long-term relationships at the customer C-level.

The ideal Strategic Success Director will possess both long term business /digital consulting background and enterprise knowledge that enables them to drive an engagement at the C-level.

Responsibilities

• Know the customer’s business and bring customer’s vision and inspiration to life by leveraging the full potential of the Salesforce platform
• Leverages Salesforce Customer Success methodology and partner with customer C-level to builds a comprehensive success strategy which aligns with the customer initiatives and programs
• Establish wide network across the company beyond the success team and leverage the full potential of Salesforce, bringing in technical experts, success managers, executive sponsors, product managers and strategic programs to transform the customer’s business
• Perceived as a Trusted Advisor providing strategic guidance and a path to value to Customer Executive Leadership and internal account teams, demonstrating cross functional collaboration
• Establish relationships with key executives and decision makers and participate in customer’s internal meetings to gain insights for recommending valuable and actionable solutions
• Building a culture of constant change in the world of agility and find ways to inject speed into processes
• Influence the mindset of customers by challenging the status quo and constantly deliver innovation to grow our customer’s business
• Bring expertise and experience to ensure the right governance model to lead a digital change, ensure business value and objectives are created
• Build and lead the structure of the program and centre of excellence by leveraging Salesforce best practices, design and architecture principles
• Orchestrate complex processes that involves large numbers of discrete initiatives across a multi-cloud environment and stakeholders
• Ensure their team is engaging strategically with their customers and helps prioritise their activities to drive customer value
  

Preferred Qualification & Skills

• Experienced professional with over 15 years in digital consulting/business consulting/ relevant industry expertise. Experience with the Consumer Packaged Goods industry a plus.
• Strong business acumen who can demonstrate working to the best industry standards and ensure that the Salesforce solution is aligned to the customers business objectives
• Proven, successful track record of working with C-suite executives and other business decision makers and ability to work at customer board level
• Proven result in taking a lead role in working with global enterprise companies that had the value realisation at the front of the business drivers for the transition and implementation
• Experience applying information technology solutions to complex business challenges
• Proven, successful track record in helping enterprises transform their organisations, taking a lead role for overall success
• A confident communicator with an executive presence, able to clearly explain the program to non-technical and technical audiences
• Innovative problem solver and a digital champion, who can advise the customer on new solutions based on customer roadmap and long-term strategic goals
• Fluency in English and German languages.
  

Leadership Qualities

• PASSION: Passionate about Customer Success
• BEGINNERS MIND: Always learning, approaches each interaction with open mind, great listener and hands-on
• URGENCY: Ability to move fast and drive business value and results
• OHANA: A team player that everyone enjoys working with and has a generous heart
• TRUST: Trust the company’s core values
• ADAPTABLE: Excels in high levels of uncertainty and change
  

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