Georgia Employer DIRECTOR, HEALTHCARE AND LIFE SCIENCES, CUSTOMER A in Atlanta, Georgia
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 CategoryCustomer Success GroupJob DetailsHLS Customer Account LeaderJob CategoryCustomer Success GroupJob DetailsThe Director, Healthcare and Life Sciences (HLS) Customer Account Leader (CAL) is responsible for the success of a portfolio of accounts. They proactively seek and create opportunities to interact with clients to ensure the highest levels of customer satisfaction. They are responsible for overall client success. They are strong mentors who lead by example and embody the Salesforce values.The HLS CAL is a Salesforce platform expert who will be accountable for ensuring customer success, business value and leading the Salesforce Services team assigned to their account(s) to deliver the expected outcomes of the engagement. The CAL will also manage customer escalation issues and resource oversight. The HLS CAL will also play a key role in driving growth including support of engagement managers and the go-to-market team during the pre-sales cycle to ensure the right services are proposed that drive the right customer outcomes. This may include the following:Pre-Sales alignmentProject kickoffBringing Healthcare and/or Life Sciences industry expertise and perspectiveDrive better outcomes through extensive platform expertiseDeep understanding of Salesforce Advisory solutionsEngagement planning and alignment to customer objectivesRegular customer sponsor check insRenewal managementEnsure project operational complianceExecutive Relationship buildingThis role will support our EMs and GTM team to provide industry expertise during the sales cycle.Responsibilities:Help clients and employees consistently meet/exceed goals and metricsDeliver high client satisfaction (CSAT) by ensuring value is realized through each engagementBring best practices to each engagement through your deep platform expertisePositively impact client Services renewals (when applicable) by aligning customer success with professional services roadmap."Generate positive feedback from internal teams and leadershipManage to a minimum billable util targetShow continued professional growth and developmentAlign closely with Account and Services Sales teams and partner in pre-sales activities such as scoping, engagement plan development and project staffingWhere appropriate and required for Customer Success, providing direct oversight to the project team during the full lifecycle of the engagement, acting as the escalation point for both the customer and Salesforce delivery teamsManage multiple strategic clients simultaneouslyLead Services Delivery across a portfolio of HLS CustomersInspire people to do the best work of their careers, being a multiplier, amplifying the knowledge and capability of the people around you while continuing to provide an inclusive workplace as one of Best Places to Work.Recognized as a valuable and trusted advisor by our customers and other members of Salesforce and continue to build a reputation for excellence in professional servicesCollaborate with the Go-to-Market Team to... For full info follow application link.Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.