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Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

About the Team

Salesforce Professional Services is seeking a Health Life Science Program Executive with the drive, experience, and skill set to lead our largest, most complex Professional Services Programs (both Advisory and Implementation) through to value realization for our customers. As the Salesforce Health Life Science Program Executive, you will be accountable for achieving the desired value and outcomes of the customer by leading the governance, execution and transformation. In addition to creating the program strategy, management approach, and governance, this role will guide our customers, at the executive & program level, to align on overall objectives and outcomes of the engagement as well as the KPIs to measure its success.

About the Role

The ideal candidate will bring a diverse IT and/or Management Consulting background and knowledge of industry trends, leveraging their credibility as a strategic advisor to our customers, partners, and internal teams across Salesforce. The candidate will be able to craft innovative, forward-looking strategies while clearly defining the path forward, leading the changes to IT strategy, policies, processes, people, governance and partnerships.

As a Health & Life Science Program Executive, you will spearhead the strategic integration of AI and Agentforce, revolutionizing patient outcomes and clinical workflows through autonomous, intelligent agents. You will lead cross-functional teams to deploy cutting-edge digital workforces that bridge the gap between complex biomedical data and actionable healthcare insights, driving the next frontier of life sciences innovation.

In this role, you will be the voice of the customer to shape and execute a strategy to build mind-share and broad adoption of Salesforce technologies. Critical to the role is the ability to think strategically about business, product, and technical challenges as you drive customers’ efficiencies, cost savings, and quick innovation available on the Salesforce platform. 

Primary Responsibilities

• Work hand in hand with internal teams (Sales, Success, Technology & Product, and Support) to develop and manage complex professional services program delivery and drive customer adoption initiatives. Maintain alignment as One Salesforce and leverage all necessary parties to ensure our customers’ success.
• Responsible for communications with the client and within Salesforce up to the CxO level regarding expectations, performance, governance and issue escalation/resolution during the course of delivery to ensure success. 
• Accountable for overseeing end-to-end service delivery and ensuring all contractual commitments are met. Works with the customer to amend and approve changes as necessary. 
• Drive transformational changes needed to achieve the customers' objectives, informed by deep industry and product expertise.
• Anticipates, mitigates, and manages risk to Salesforce and the customer. Takes decisive program action to address risk profiles ensuring every customer achieves successful desired outcomes.
• Effectively leads and inspires the Salesforce Professional Services team members engaged in the services delivery. Provide coaching, inspiration, and uplift the respective skills of team members. 
• Participates in the continued development of internal processes, artifacts and methodologies to support service delivery to our most strategic customers.
• Ensures alignment with Sales and is responsible for developing multi-threaded executive relationships within accounts to accelerate value and improve customer outcomes.
• Drive the Program strategy as well as the alignment of outcomes and KPIs to measure the engagement’s success at the executive level.
• Apply strong Salesforce product, business process, methodology & ecosystem knowledge to drive success.
• Deliver the Program as agreed and manage key stakeholders to achieve the aligned upon outcomes and/or contractual deliverables using Salesforce governance methodology, including identifying and mitigation of risks and driving key decisions required from senior and executive level stakeholders.
• Partner with executive decision makers and functional consultants to deliver customer success and help our customers achieve business value.
• Proactively build and expand business relationships which enable us to support, transform and win business that delivers mutual value.
• Define and create foundational Program Management processes/documentation such as risk management, governance, communications , program and project planning, financial management including forecasting to budget, change order process, revenue control and management. 
• Understands the interworking dynamics of customer enterprise operations and is able to orchestrate respective stakeholder actions to mutual success. 
• Lead the Program and own the successful execution of that plan including all dependencies mitigation. 
• Work with program managers on planning, work-stream operations, deliverables, milestones, staffing and financials (i.e. forecasting, budgeting and revenue management).
• Have difficult data-driven customer conversations regarding budget, resources, timelines and formally collect and communicate outcomes of those meetings.
• Coordinate complex program operations across multiple enterprise customer departments, Solution Integrator teams, and direct the internal and external teams for overall complex program success.

The Ideal Candidate will have:

• A passion for Salesforce, our values, and especially the role the Salesforce Services organization plays in our success.
• 10+ years using/implementing the core Salesforce products (Sales Cloud, Service Cloud), ideally as a consultant.
• 5+ years leading a team of 40+ people across multiple geographies and workstreams.
• A successful track record of leading large ($10MM +) and complex programs with measurable outcomes that have positively impacted the business.
• A significant understanding of the Salesforce platform in order to influence strategic and value discussions at a management/executive level.
• Knowledge of the concepts, practices, procedures, and deliverables associated with system development, implementation, and operational readiness. 
• Knowledge of technical acumen to work with technical teams to develop comprehensive operational plans and address technical issues.
• Ability to devise a strong governance foundation and drive quantifiable and qualifiable accountability at customer and within internal teams.
• A strong sense of vision for the customer with a maniacal focus on executing at speed.
• A proven ability to generate trust and build senior and exec level relationships. 
• The ability to advise and lead teams through influence without positional authority.
• Outstanding and effective interpersonal skills; along with strong communication skills, both verbal and written.
• Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g., extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
• Travel is an integral part of this role, and will be based on individual customer needs. 20%+ travel to be expected.

Desired skills & experience

• Ability to rapidly build senior level credibility with the customer in a true partnership relationship.
• Ability to drive and shape the big picture while having prior experience that provides eye for the details.
• Strong interpersonal skills, with demonstrated ability to work effectively and collaboratively with diverse team members and external parties operating in a matrix environment.
• Ability to lead client, SIs, and internal teams from strategy to roadmap to execution.
• Ability to lead large and/or enterprise-wide engagements, facilitate meetings, create action plans, mentor teams of junior team members and effectively manage client escalations.
• Ability to lead high powered workshops and effectively tailor messaging based on the audience and subject matter
• 10+ years experience in the Program Management delivery role.
• 5-10 years experience in managing external client projects in positions of increasing responsibility in the delivery of business consulting and systems development with financial responsibility for those projects.
• Demonstrated Program leadership skills, with direct responsibility for managing project teams, budget, financials, revenue management and scheduling.
• Demonstrated negotiation, conflict management and leadership skills.
• Demonstrated history of delivering successful Programs that result in measurable business value
• CRM experience is strongly preferred.
• PMP and SAFe Certifications are beneficial.
• Salesforce certifications (Admin, Sales, Service, Marketing etc.) preferred but not necessary. These certifications will be a requirement as part of your role at Salesforce.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $181,700 - $304,700 annually. Your recruiter can share more about the specific salary range for the job location during the hiring process. There is a different range applicable to specific work locations. In California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range for this role in those locations is $218,100 - $332,600 per year. Your recruiter can share more about the specific salary range for the job location during the hiring process. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.