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Salesforce.com, Inc Director, Healthcare and Life Sciences, Customer Account Leader in Columbia, South Carolina

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Job Category

Customer Success Group

Job Details

HLS Customer Account Leader

Job Category

Customer Success Group

Job Details

The 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 alignment

  • Project kickoff

  • Bringing Healthcare and/or Life Sciences industry expertise and perspective

  • Drive better outcomes through extensive platform expertise

  • Deep understanding of Salesforce Advisory solutions

  • Engagement planning and alignment to customer objectives

  • Regular customer sponsor check ins

  • Renewal management

  • Ensure project operational compliance

  • Executive Relationship building

This 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 metrics

  • Deliver high client satisfaction (CSAT) by ensuring value is realized through each engagement

  • Bring best practices to each engagement through your deep platform expertise

  • Positively impact client Services renewals (when applicable) by aligning customer success with professional services roadmap.“

  • Generate positive feedback from internal teams and leadership

  • Manage to a minimum billable util target

  • Show continued professional growth and development

  • Align closely with Account and Services Sales teams and partner in pre-sales activities such as scoping, engagement plan development and project staffing

  • Where 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 teams

  • Manage multiple strategic clients simultaneously

  • Lead Services Delivery across a portfolio of HLS Customers

  • Inspire 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 services

  • Collaborate with the Go-to-Market Team to drive continued growth of services

The ideal candidate will have:

  • A successful track record of working effectively in a highly matrixed and fast-growing organization

  • A passion and belief in the unique value of professional services in a cloud software company.

  • A deep understanding of at least one of the core areas of HLS (Payers, Providers, Medical Device, Pharma)

  • The proven ability to develop customer relationships, understand their businesses, and develop a shared vision for accelerating their business success with Salesforce.

  • The ability to mobilize and inspire a diverse and geographically dispersed professional services team to drive successful business outcomes for the customer.

  • The capability to recognize complicated customer and internal relationships and navigate win/win outcomes for multiple stakeholders.

  • Experience in developing and executing project governance methodologies. Demonstrated success engaging at CxO level and representing on Project Steering Committee Executive Boards.

Must Have Qualifications & Skills:

  • 5+ years of experience delivering and/or overseeing solutions on the Salesforce Platform.

  • 10+ years’ experience delivering consulting services, including team leadership and active involvement in selling professional services, including Advisory engagements

  • 5+ years experience in the Healthcare and/or Life Sciences industry

Preferred Qualifications & Skills:

  • 5+ years’ operating in a pre-sales environment, shaping and scoping large and complex implementation projects

  • 5+ years of enterprise-level project or program management experience

  • Salesforce Application and/or System Architect certifications

  • Demonstrated technical and/or functional aptitude, and ability to engage with architects or SMEs into pre-sales activities.

  • Extremely strong written and verbal communication skills, executive level presence and experience in working in a client advisory role

  • Demonstrated ability to influence a group audience, facilitate solutioning and lead discussions such as implementation methodology, Road mapping, Enterprise Transformation strategy, and executive-level requirement gathering sessions

  • Excellent strategy development and problem-solving skills as well as business development focus and experience (e.g., relative to new products, services, and go-to-market approaches), while possessing a broad level of technology understanding and substantial operational and financial acumen

  • Delivery focused: Previous experience managing professional service delivery for a software company (SaaS preferred)

  • Excellent analytical & problem solving skills

  • Proven ability to build strong working relationships across multiple functions/levels; adept at mediating conflict and fostering healthy dialogue

  • Understands cloud-based technologies; translates customer/business requirements into business solutions (and successfully positions with customers)

  • BA/BS degree or foreign equivalent; MBA preferred

  • Ability to travel; up to 50%

Leadership Qualities:

  • PASSION: Passionate about Customer Success

  • BEGINNERS MIND: Always learning; approaches each interaction with open mind; great listener and hands-on

  • LEADERSHIP: Self-aware and strategic thinker; proficient at building strong relationships and managing personnel

  • COMMUNICATOR: Speaks and writes with clarity, brevity, and purpose; explains areas of expertise clearly and confidently to others; influences and engages C-Level with authority and confidence

  • STORYTELLER: Confidently and effectively facilitates and presents; ably defends point-of-view; keeps audiences engaged and delivers a clear and memorable message

  • TEAM PLAYER: Proficient at collaboration and working with members of a multi-functional team

  • URGENCY: Ability to move fast and drive business value and results

  • OHANA: Embodies Aloha culture; a team player that everyone enjoys working with and has a generous heart

  • TRUST: Trusts the company’s core values; shows integrity, transparency, and reliability

  • ADAPTABLE: Excels in high levels of uncertainty and change

About Salesforce:

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes's "World's Most Innovative Company" five years in a row and one of Fortune's "100 Best Companies to Work For" eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.

For Colorado-based roles: Minimum annual salary of $143,400. You may also be offered a bonus, restricted stock units, and benefits. More details about our company benefits can be found at the following link: https://www.getsalesforcebenefits.com/

Accommodations - If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form. (http://cloud.mail.salesforce.com/accommodations-request-form)

Posting Statement

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Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.

Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the “Most Admired Companies in the World” and one of the “100 Best Companies to Work For” eleven years in a row, and named “Innovator of the Decade” and one of the “World’s Most Innovative Companies” eight years in a row by Forbes.

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