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TRANSFORMATION PARTNER Job Specification
The mission of Salesforce Success Cloud Transformation is to accelerate our customer's success through digital transformation and put innovation at the heart of their businesses.
We leverage the Customer Success Platform and cutting edge technology, innovation, strategy and design skills to accelerate our customers' transformation into world-class digital businesses.
If you are obsessed with Customer Success like we are, and are always looking for ways to optimise customer interactions then you are in the right place.
We draw upon thousands of evidence-based success stories, our Ohana culture and core principles to partner with our clients and drive towards transformational change.
Transformational leaders who partner with Salesforce's most strategic customers from pre-sales through the delivery of their digital transformation journey.
system thinking; and agile practices.
As a Transformation Partner, you will lead a team of senior Salesforce specialists and customer members, tasked with delivering business value through enabling fast, iterative & cost effective Salesforce solutions to transform the way the customer engages with their customers, employees and partners.
You will possess an advanced ability to shift people’s mindsets and behaviours across the enterprise to help achieve the customer’s business transformation vision.
You have a track record of identifying new opportunities to drive business and customer value, increasing impact and gaining competitive advantage in the market.
You drive experience-led decision making by employing user-centred design to quickly create solutions illustrating a future state.
As a Transformation Partner, you will be given a portfolio of accounts (3-4) in your designated region which will be your primary focus.
These accounts will be identified by senior management of CSG Professional Services, Success and Sales as the key accounts to drive significant Salesforce Transformational change.
The ideal candidate for the Transformation Partner role has extensive digital and large-scale transformation advisory and delivery experience.
Your leadership style is human-centric and you know that the best solutions are co-created by engaged and empowered teams.
You have successfully navigated the, often complex, relationships between Lines of Business and IT - you know how to bring out the best in our Customers as a player and coach.
We consider many aspects but believe there are three mainstream personas often linked to the success of the Transformation Partner role :
The Digital Leader
You grew up, professionally, with digital and thrive on identifying and understanding digital trends. Your background might include strategic or delivery leadership within a digital consultancy or client organisation.
You know that customer success is achieved by translating complex business and technology problems into streamlined processes and elegant experiences.
Where others see ambiguity, you see opportunity.
The Program Manager
You are unsettled by the status quo, challenge orthodoxies, experiment with new ideas and technologies. You led the teams that created a new digital or innovation business within an existing organisation and subsequently delivered the experiences.
You know how to cultivate ideas, conduct experiments, and know when to pivot or persevere.
You are a proven leader of teams, with and without authority, who has led and delivered enterprise-level business transformation engagements.
You are adept at partnering and communicating up to the CxO level of an organisation, while continuing to maintain accountability for delivering results with your team.
You have the ability to recognise needs, identify solutions and leverage organisational expertise at the right time, in the right way.
Key Accountabilities (Impact)
Every day, and every Customer is different, but the following skills and qualifications are key to success in this role :
Travel is an integral part of this role, and will be based on individual customer needs. (25%-75%)
The team being managed is frequently within the context of the Envision / Expedition and so management is by influence and not by authority of management role and structure.
Leadership Qualities :
Develops new approaches to accomplish work while clarifying and creating transparency across multiple constituencies.
Advanced ability to manage customer escalations (internally and externally) and negotiate resolution.
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