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Senior Director, Salesforce Customer Success & Engagement Remote in USA

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Senior Director, Salesforce Customer Success & Engagement Description


Are you an influential Salesforce client and delivery leader with a passion for leading strategic initiatives that make a huge impact? We are looking for a leader of leaders, who will work alongside a dynamic team to identify complex business problems and create solution-oriented strategies for some of the most recognized brands. Apply now to connect with a recruiter about this influential role at EPAM!

This person is responsible for providing strategic direction, leadership, and oversight to the Salesforce practice. This role involves managing a portfolio of programs and projects to ensure successful delivery, alignment with organizational goals, and efficient utilization of resources.

Req. #602995008

Responsibilities

  • Leadership and Team Management:
    • Lead, mentor, and manage a team of customer success professionals, project managers and other PMO staff
    • Foster a collaborative and results-driven team culture
    • Allocate and optimize resources across programs and projects
    • Monitor resource utilization and adjust as needed
  • Delivery Management:
    • Shape solutions, scope engagements, establish operating models, and lead transitions from sales to delivery
    • Orchestrate business transformation and product solutions, strategic roadmaps, data-driven experience design, platform implementation, and continuous improvement/optimization programs
    • Oversee a select set of project and program portfolio, ensuring alignment with EPAM’s delivery methodology
    • Evaluate project proposals and prioritize initiatives based on strategic goals
    • Establish and maintain performance metrics to evaluate project and program success
    • Prepare regular reports and dashboards for leadership, highlighting key performance indicators
    • Act as a delivery manager for high-priority programs and as an escalation point for others
    • Collaborate with project/program management to ensure successful delivery through an integrated delivery model
  • Strategic Planning:
    • Develop and implement the Delivery strategy in alignment with EPAM’s objectives and methodology
    • Define and enforce project management standards, methodologies, and best practices tuned specifically to deliver Salesforce programs
  • Stakeholder Management:
    • Build and maintain strong relationships with stakeholders at various levels across various groups at EPAM. Our programs span various capabilities from Strategy all the way through Managed Services and are supported by different horizontal practices. This role must understand how to collaborate across many stakeholders in the construct of delivering overall success for the customer
    • Develop effective relationships with key internal executives, Business Unit (BU) heads, Account Managers, Solution SME’s, Sales and Delivery Leaders
  • Account Growth and Expansion:
    • Develop and nurture strong relationships with clients to understand their business objectives and requirements
    • Align with EPAM BU’s goals and objectives, support company financial goals by achieving digital revenue targets
    • Act as primary client contact for Salesforce programs
    • Regularly engage with clients for feedback and identify expansion opportunities
  • Customer Satisfaction:
    • Monitor and measure customer satisfaction through surveys, feedback sessions, and other mechanisms
    • Identify opportunities to enhance customer experience and overall satisfaction
    • Acknowledge achievements with clients
  • Risk and Issue Management:
    • Communicate project status, risks, and issues to executive leadership and key stakeholders
    • Identify, assess, and manage risks and issues across the project portfolio
    • Develop and implement risk mitigation and issue resolution strategies

Requirements

  • 15+ years of demonstrated success in developing and growing client relationships and leading teams delivering end-to-end solutions
  • 5+ years experience delivering large scale Salesforce Programs
  • Strong knowledge of Salesforce products, business models, and trends
  • Experience managing and monitoring performance metrics across large scale accounts and account portfolios
  • Strong understanding of the full end-end delivery life cycle, from vision/strategy, user experience design through development and release
  • Proven ability to manage client engagements under high stress to successful completion
  • Sound business acumen; strategic skills; common sense
  • Strong negotiation skills
  • Bachelors degree or higher

Benefits

  • Medical, Dental and Vision Insurance (Subsidized)
  • Health Savings Account
  • Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
  • Short-Term and Long-Term Disability (Company Provided)
  • Life and AD&D Insurance (Company Provided)
  • Employee Assistance Program
  • Unlimited access to LinkedIn learning solutions
  • Matched 401(k) Retirement Savings Plan
  • Paid Time Off – the employee will be eligible to accrue 15-25 paid days, depending on specific level and tenure with EPAM (accrual eligibility may change over time)
  • Paid Holidays - nine (9) total per year
  • Legal Plan and Identity Theft Protection
  • Accident Insurance
  • Employee Discounts
  • Pet Insurance
  • Employee Stock Purchase Program
  • If otherwise eligible, participation in the discretionary annual bonus program
  • If otherwise eligible and hired into a qualifying level, participation in the discretionary Long-Term Incentive (LTI) Program

About EPAM

  • EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential

Additional

  • Applications will be accepted on a rolling basis
  • This posting includes a good faith range of the salary EPAM would reasonably expect to pay the selected candidate. The range provided reflects base salary only. Individual compensation offers within the range are based on a variety of factors, including, but not limited to: geographic location, experience, credentials, education, training; the demand for the role; and overall business and labor market considerations. Most candidates are hired at a salary within the range disclosed. Salary range: $180k– $230k. In addition, the details highlighted in this job posting above are a general description of all other expected benefits and compensation for the position

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