Business Development Representative
Thales
SFDC
Senior Director, Program Strategy
Salesforce
full-time
Posted on:
Origin: • 🇺🇸 United States • New York
Visit company websiteSalary
💰 $196,800 - $327,600 per year
Job Level
Senior
Tech Stack
SFDC
About the role
- Design, launch, and scale a comprehensive program focused on reducing customer attrition. You will own the strategy from the initial proof-of-concept to a fully operational, global initiative.
- Priority Account Identification: Partner closely with Analytics, the Red Accounts team, Account Executives (AEs), and Customer Success Managers (CSMs) to create and continuously refine a dynamic priority list of at-risk customers using data-driven triggers and qualitative insights.
- Cross-Functional Governance: Establish and lead a cross-functional core team to drive alignment and execution. You will create a robust governance model for list review, engagement validation, and the documentation of findings for executive leadership.
- Engagement Strategy: Define the scope, duration, and commercial structure for tailored interventions. You will determine the right mix of Success and Services resources needed to bring customers back to health.
- Reporting & Analytics: Develop and manage a clear reporting framework to track program progress and demonstrate impact. You will regularly present findings, key metrics, and strategic recommendations to the senior leadership team.
- Stakeholder Management: Serve as the primary point of contact for this initiative, ensuring seamless collaboration and communication between CSMs, AEs, Services, and other key partners.
- Building scalable solutions: Create feedback loops into the Offer and other partner teams for development of long term offers geared towards scalable success for the customers.
Requirements
- 12+ years of experience in Customer Success, Account Management, Professional Services, or strategic consulting within an enterprise SaaS environment.
- 7+ years of proven experience leading large-scale, cross-functional programs or teams.
- Deep understanding of the drivers of customer attrition and experience developing successful retention strategies.
- Direct experience managing at-risk accounts or leading "red account" programs is highly desirable.
- Analytical skills with the ability to partner effectively with data science and analytics teams to turn insights into actionable strategies.
- Commercial skills: ability to define engagement scope, structure contracts, and understand the commercial aspects of customer rescue missions.
- Executive presence: exceptional communication and presentation skills, with the ability to articulate complex strategies and report on progress to C-level executives.
- Education: Bachelor’s degree required; MBA or equivalent advanced degree preferred.
- Preferred: Hands-on experience with the Salesforce platform and a deep understanding of its ecosystem.
