Account Success CoE Lead, Agents & Data Cloud

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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.

Position Description

For customers who want to maximize the value of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled experts, we offer the Signature Success Plan. Signature provides the right insights and expertise at the right time-making all the difference. With Signature, you gain access to our deepest level of partnership, the most skilled expertise, and the tools needed to stay agile

The Programs, Ops & Tech team operates within Account Success to ensure operational rigor in running the business while supporting various special projects aimed at driving growth and transformation. This Center of Excellence Lead for Agents and Data Cloud role will collaborate with internal teams and partners across CSG on special projects, NPIs, and EOL initiatives. It will also work closely with internal stakeholders to communicate key initiatives to teams, customers, and other key stakeholders. This role will create and own a CSM community around Agents and Data Cloud to ensure that CSM's are able to find and share best practices, successes and challenges with peers across the globe.

The role reports to the Senior Director, Account Success Centers of Excellence.

Responsibilities

• Provide thought leadership on New Product Introductions (NPIs), including field education, feedback, and best practices.

• Establish and promote communities of practice aligned with cloud or regional priorities.

• Act as a CSM role subject matter expert (SME) across clouds and regions for Account Success deliverables.

• Maintain SME teams to support business initiatives and field inquiries.

• Gain early insights into T&P initiatives via partnership with the Global Readiness team; assess impacts and set priorities.

• Evaluate and prioritize initiatives based on Global Signature customer needs.

• Develop plans ensuring readiness and adoption for NPIs, EOL initiatives, critical programs, and capability pilots.

• Partner with key teams to foster partnerships, align priorities and ensure shared goals

• Participate as key stakeholders in T&P and Global Readiness programs to provide diverse perspectives on impact and value.

• Contribute to governance forums, success council's provide feedback on adoption.

• Ensure adoption and success of NPIs through enablement and customer engagement programs.

• Advocate for Signature customer needs in product forums and strategic planning sessions (VOCs).

• Serve as the voice of the Signature customer, influencing product and process enhancements.

Required Skills/Experience

• Degree or equivalent relevant experience required. Experience will be evaluated based on theValues & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

• Proven ability to build strong working relationships across diverse teams.

• 5+ (Sr Manager) or 8+ (Director) years of experience leading cross-functional business efforts and managing multiple priorities.

• Strong presentation skills for field and executive audiences.

• Critical thinking and problem-solving expertise.

• Excellent written and verbal communication skills.

• Ability to manage ambiguity, set clear visions, and execute with minimal supervision.

• Initiative-driven, accurate, and solution-oriented.

• Project management experience, including data analysis and strategic recommendations.

• Alignment with Salesforce values: Trust, Customer Success, Innovation, Equality, and Sustainability.

Preferred Skills

• Familiarity with collaboration tools (Google Workspace, SmartSheet, Quip, Slack).

• Salesforce product and organization knowledge is a plus.

• Certifications in Agents and Data Cloud strongly preferred.

Accommodations

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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.