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Salesforce Director, Healthcare And Life Sciences, Customer Account Lea in Denver, Colorado

To get the best candidate experience, please consider applying for a maximumof 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. Theyproactively seek and create opportunities to interact with clients to ensurethe highest levels of customer satisfaction. They are responsible for overallclient success. They are strong mentors who lead by example and embody theSalesforce values.The HLS CAL is a Salesforce platform expert who will be accountable forensuring customer success, business value and leading the SalesforceServices team assigned to their account(s) to deliver the expectedoutcomes of the engagement. The CAL will also manage customer escalationissues and resource oversight. The HLS CAL will also play a key role indriving growth including support of engagement managers and the go-to-marketteam during the pre-sales cycle to ensure the right services are proposed thatdrive 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 expertiseduring the sales cycle.Responsibilities:Help clients and employees consistently meet/exceed goals and metricsDeliver high client satisfaction (CSAT) by ensuring value is realizedthrough each engagementBring best practices to each engagement through your deep platform expertisePositively impact client Services renewals (when applicable) by aligningcustomer 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-salesactivities such as scoping, engagement plan development and project staffingWhere appropriate and required for Customer Success, providing directoversight to the project team during the full lifecycle of the engagement,acting as the escalation point for both the customer and Salesforce deliveryteManage 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 whilecontinuing to provide an inclusive workplace as one of Best Places to Work.Recognized as a valuable and trusted advisor by our customers and othermembers of Salesforce and continue to build a reputation for excellence inprofessional servicesCollaborate with the Go-to-Market Team to drive continued growth of servicesThe ideal candidate will have:A successful track record of working effectively in a highly matrixed andfast-growing organizationA passion and belief in the unique value of professional services in a cloudsoftware 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 theirbusinesses, and develop a shared vision for accelerating their businesssuccess with Salesforce.The ability to mobilize and inspire a diverse and geographically dispersedprofessional services team to drive successful business outcomes for thecustomer.The capability to recognize complicated customer and internal relationshipsand navigate win/win outcomes for multiple stakeholders.Experience in developing and executing project g