Director of Customer Relations managing relationships with power provider clients in the west for Vantage Point Solutions. Fostering customer satisfaction, identifying opportunities, and driving business development.
About the role
- As Sr. Director, manage strategic readiness programs for product launches at Salesforce. Coordinate cross-functional teams to ensure operational readiness and customer success.
Responsibilities
- Define the Operating Model: Establish and scale the operating model, governance structure, and success metrics for the Strategic Programs Big Bets Team
- Strategic Risk Mitigation: Proactively identify the scope, complexity, and inherent risks of proposed platform, infrastructure, or product changes
- Data-Led Business Decisions: Maintain a deep understanding of the business, impact metrics, Customer Success and corporate priorities, and cross-functional dependencies
- Integrated Roadmap Ownership: Develop and own integrated roadmaps for all enablement, documentation, and customer communications
- Executive Visibility & Accountability: Establish robust governance and provide executive-level visibility of key program aspects
- E2E Orchestration: Lead the team to drive full end-to-end launch readiness and obtain stakeholder sign-off
- Customer-Centric Requirements: Act as the sponsor for Customer Success (CS) requirements
- Expertise Building & Enablement: Quickly build technical expertise in new products and features
- GTM Oversight: Oversee evaluation of Go-to-Market (GTM), Offer implications, and entitlement gaps
- Quality and Gap Closure: Actively address critical product launch gaps
- Voice of the Customer (VoC) & Advocacy: Represent the customer perspective ensuring adoption challenges and requirements are surfaced
- Product Feedback Loops: Oversee Pre-GA product feedback loops in partnership with Cloud Success leadership
- Strategic Liaison: Act as a strategic partner and liaison to Cloud Success leadership
- Team Management & Mentorship: Manage, mentor, and inspire a team of subject matter experts (SMEs)
Requirements
- 10+ years experience in Customer Success or Product Management leadership role in the SaaS industry
- 5+ years experience leading large, cross-functional teams focused on New Product Introduction (NPI) or Product Launch Management
- Track record of developing teams of subject matter experts who deliver against strategic business initiatives
- Proven ability to set a vision, excite and lead cross-functional teams
- Demonstrated success managing teams and collaborating with senior leadership across different functions
- Proven record of influencing outcomes with both technical and non-technical senior leaders across different functions
- Deep understanding of the end-to-end customer and internal lifecycle in a cloud environment (e.g., sales, service, enablement, support, operations)
- Proven ability to influence and align Executive Leadership Team (ELT) stakeholders across product, engineering, and sales organizations
Benefits
- time off programs
- medical
- dental
- vision
- mental health support
- paid parental leave
- life and disability insurance
- 401(k)
- employee stock purchasing program
Job title
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