Services Sales Solutions Director - HLS

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action, tech meets trust, and innovation is a way of life. 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.

About the role

The Services Sales Solution Lead plays a critical role in setting customers up for success by prescriptively shaping and then leading the execution of large and transformational engagements at our most strategic customers. This role serves as a trusted advisor to Salesforce customers, providing guidance to Sales & Professional Services teams, ensuring synergies across each customer’s projects, and ensuring the highest levels of customer satisfaction.

As a Salesforce platform expert, you will be accountable for ensuring customer success, business value, and leading the Salesforce Services team assigned to your account(s) to deliver the expected outcomes of the engagement. You will be internally and externally recognized as a business contributor, industry and product specialist.

Partnered with an Account Partner (Services Salesperson), the Services Sales Solution Lead leads both pre- and post-sales activities, acting as the delivery expert across the portfolio of products and engaging other SMEs across the organization to develop and articulate comprehensive implementation proposals. You will maintain executive relationships and act as an escalation point within these engagements in a billable capacity, ensuring tight stakeholder alignment and offering proactive, prescriptive advice resulting in outstanding customer success.

Responsibilities

• Deliver high client satisfaction (CSAT) by consistently meeting or exceeding goals and metrics.
• Bring best practices to each engagement through deep platform expertise by providing the Professional Services team with subject matter expertise related to the proposed solution and client needs to ensure successful project delivery.
• Positively impact client Services renewals (when applicable) by aligning customer success with the professional services roadmap.
• Align closely with the Account and Services Sales team by leading pre-sales activities such as the development of client-specific proposals, SOWs, staffing plans, and engaging with SMEs across the organization to gain consensus on an acceptable proposal.
• Successfully manage multiple strategic clients simultaneously.
• Be recognized as a valuable and trusted advisor by customers and other members of Salesforce, building a reputation for excellence in professional services.
• Inspire people to do their best work, acting as a multiplier to amplify the knowledge and capability of those around you while fostering an inclusive workplace.
• Show continued professional growth and development.
• Act as an advisor on complex issues and engagements, exercising discretion and latitude in reaching critical goals.
• Lead cross-functional teams and mentor others.
• Partner with the Go-to-Market Team (Services Sellers) to drive continued growth of services.
• Pre-sales alignment, project kickoff, bringing industry expertise and perspective, and driving better outcomes through extensive platform expertise.
• Engagement planning and alignment to customer objectives, regular customer sponsor check-ins, services renewal management, and executive relationship building.

Requirements

• 5+ years of direct experience delivering and/or overseeing solutions on the Salesforce Platform.
• 10+ years’ experience delivering consulting services, including team leadership and active involvement in selling professional services, including Advisory engagements.
• 5+ years relevant industry experience.
• A successful track record of working effectively in a highly matrixed and fast-growing organization.
• A passion and belief in the unique value of professional services in a cloud software company.
• A deep understanding of HLS (e.g., Payor and Provider).
• The proven ability to develop customer relationships, understand their businesses, and develop a shared vision for accelerating their business success with Salesforce.
• The capability to recognize complicated customer and internal relationships and navigate win/win outcomes for multiple stakeholders.
• Experience in developing and executing project governance methodologies.
• Demonstrated success engaging at the CxO level.
• Experience in managing budgetary discipline.

Qualifications

• 5+ years’ operating in a pre-sales environment, shaping and scoping large and complex implementation projects.
• Salesforce Application and/or System Architect certifications.
• Demonstrated technical and/or functional aptitude, and ability to engage with architects or SMEs in pre-sales activities.
• Extremely strong written and verbal communication skills, executive-level presence, and experience in working in a client advisory role.
• Demonstrated ability to influence a group audience, facilitate solutioning, and lead discussions such as implementation methodology, roadmapping, enterprise transformation strategy, and executive-level requirement gathering sessions.
• Excellent strategy development and problem-solving skills as well as business development focus and experience (e.g., relative to new products, services, and go-to-market approaches), while possessing a broad level of technology understanding and substantial operational and financial acumen.
• Delivery-focused: Previous experience managing professional service delivery for a software company (SaaS preferred).
• Excellent analytical and problem-solving skills.
• Proven ability to build strong working relationships across multiple functions/levels; adept at mediating conflict and fostering healthy dialogue.
• Understands cloud-based technologies; translates customer/business requirements into business solutions (and successfully positions with customers).
• BA/BS degree or foreign equivalent; MBA preferred.
• Ability to travel; up to 25%.

Pay

The typical base salary range for this position is $171,200 - $273,000 annually. 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 $205,800 - $298,400 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.

Benefits

Salesforce offers a variety of benefits to help you live well, including:

• Time off programs.
• Medical, dental, vision, and 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 Salesforce Benefits.