Director, Salesforce Professional Services

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Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

The Director, Technical Architect is responsible for providing strategic leadership, ensuring overall customer satisfaction, managing a team of services professionals and ensuring overall quality across a portfolio of professional services clients. They are innovative and passionate drivers of highly efficient resource management and operational processes. They have strong consulting experience and a deep understanding of our Services deliverables. They strive to better understand and improve backend processes to help our Services teams thrive.

The Director, Technical Architect partners with Communities, Enablement, and Employee Success to lead people management initiatives, and works across several business areas - including Project Delivery, Delivery Leads, Regional Operations Managers, Product, and Practice teams - to ensure customer and Services success. They are strong mentors who lead by example and embody the Salesforce values.

In this role, you will be primarily responsible for setting up and managing a team of architects and consultants, both Functional and Technical Architects to cater to the resource demand for the region. This role will report to the Regional Vice President, Head of Industries, Professional Services Asia.

Responsibilities:

• Help clients and employees consistently meet/exceed goals and metrics

• Deliver high client satisfaction (CSAT) for architects/consultants under your management

• Generate positive feedback from internal teams and leadership

• Show continued professional growth and development

• Manage, mentor and build a team of architects both functional and technical architects and consultants

Preferred Qualifications and Skills:

• BA/BS degree or foreign equivalent; MBA preferred

• 12+ years of relevant experience, including enterprise consulting experience, in a matrixed environment in positions of increasing responsibility. “Big 5” experience preferred.

• Several years of experience building and leading a large delivery team

• Several years of people management experience, including being the manager of managers

• Strong communication skills; adept at navigating/mediating conflict and fostering healthy dialogue

• Strong interpersonal skills; nurtures effective working relationships with others across multiple functions and levels

• 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

Direktur, Arsitek Teknis bertanggung jawab untuk memberikan kepemimpinan strategis, memastikan kepuasan pelanggan secara keseluruhan, mengelola tim profesional layanan dan memastikan kualitas keseluruhan di seluruh portofolio klien layanan profesional. Mereka adalah pendorong yang inovatif dan bersemangat dalam manajemen sumber daya dan proses operasional yang sangat efisien. Mereka memiliki pengalaman konsultasi yang kuat dan pemahaman yang mendalam tentang hasil Layanan kami. Mereka berusaha untuk lebih memahami dan meningkatkan proses backend untuk membantu tim Layanan kami berkembang.

Direktur, Arsitek Teknis bermitra dengan Komunitas, Pemberdayaan, dan Keberhasilan Karyawan untuk memimpin inisiatif manajemen sumber daya manusia, dan bekerja di beberapa area bisnis - termasuk Penyerahan Proyek, Pemimpin Penyerahan, Manajer Operasi Regional, Produk, dan tim Praktik - untuk memastikan kesuksesan pelanggan dan Layanan. Mereka adalah mentor yang kuat yang memimpin dengan memberi contoh dan mewujudkan nilai-nilai Salesforce.

Dalam peran ini, Anda akan bertanggung jawab untuk membentuk dan mengelola tim arsitek dan konsultan, baik Arsitek Fungsional maupun Arsitek Teknis untuk memenuhi permintaan sumber daya di wilayah tersebut. Posisi ini akan melapor kepada Regional Vice President, Head of Industries, Professional Services Asia.

Tanggung jawab:

• Membantu klien dan karyawan secara konsisten memenuhi/melampaui target dan metrik

• Memberikan kepuasan klien yang tinggi (CSAT) untuk arsitek/konsultan di bawah manajemen Anda

• Menghasilkan umpan balik positif dari tim internal dan kepemimpinan

• Menunjukkan pertumbuhan dan perkembangan profesional yang berkelanjutan

• Mengelola, membimbing, dan membangun tim arsitek baik arsitek fungsional maupun teknis dan konsultan

Kualifikasi dan Keterampilan yang Diutamakan:

• Gelar BA/BS atau gelar asing yang setara; MBA lebih disukai

• 12+ tahun pengalaman yang relevan, termasuk pengalaman konsultasi perusahaan, dalam lingkungan matriks dalam posisi dengan tanggung jawab yang meningkat. Pengalaman "Big 5" lebih disukai.

• Beberapa tahun pengalaman membangun dan memimpin tim pengiriman yang besar

• Beberapa tahun pengalaman manajemen sumber daya manusia, termasuk menjadi manajer dari para manajer

• Keterampilan komunikasi yang kuat; mahir dalam menavigasi/memediasi konflik dan membina dialog yang sehat

• Keterampilan interpersonal yang kuat; membina hubungan kerja yang efektif dengan orang lain di berbagai fungsi dan tingkatan

• Kemampuan untuk melakukan perjalanan; hingga 50

Kualitas Kepemimpinan:

• Gairah: Bergairah tentang Kesuksesan Pelanggan

• PIKIRAN PEMULA: Selalu belajar; mendekati setiap interaksi dengan pikiran terbuka; pendengar yang baik dan langsung

• KEPEMIMPINAN: Sadar diri dan pemikir strategis; mahir dalam membangun hubungan yang kuat dan mengelola personel

• KOMUNIKATOR: Berbicara dan menulis dengan jelas, singkat, dan terarah; menjelaskan bidang keahlian dengan jelas dan percaya diri kepada orang lain; mempengaruhi dan melibatkan C-Level dengan otoritas dan kepercayaan diri

• STORYTELLER: Memfasilitasi dan mempresentasikan dengan percaya diri dan efektif; dengan cakap mempertahankan sudut pandang; membuat audiens tetap terlibat dan menyampaikan pesan yang jelas dan mudah diingat

• PEMAIN TIM: Mahir dalam kolaborasi dan bekerja dengan anggota tim multi-fungsi

• URGENSI: Kemampuan untuk bergerak cepat dan mendorong nilai dan hasil bisnis

• OHANA: Mewujudkan budaya Aloha; pemain tim yang disukai semua orang dan memiliki hati yang murah hati

• KEPERCAYAAN: Mempercayai nilai-nilai inti perusahaan; menunjukkan integritas, transparansi, dan keandalan

• BERADAPTASI: Unggul dalam ketidakpastian dan perubahan tingkat tinggi

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