Account Director CSG, inc
London,United Kingdom
15d ago

Account Director CSG

Salesforce Marketing Cloud is seeking a proven leader in Account and Client management to become part of the UK&I Services team.

The Account Director (AD) will lead complex, global brands and work directly with them to develop and implement a cohesive approach to leveraging our technology through the delivery of a program engagement in which a team of consultants is aligned against the continuous execution of work on behalf of a portfolio of clients.

The Account Director will be central to our customer’s digital transformation and partner with them to define and drive marketing led business transformation strategies, ensure business readiness and champion operational effectiveness to deliver exceptional customer outcomes.

  • The Account Director will also lead and deliver distinct, one off strategic engagements to help our customers achieve their business ambitions faster;
  • from solving specific problems and optimising marketing programs to establishing foundations for ongoing innovation and business transformation.

    The team also provides specialist support and guidance for the pre-sales teams for complex / programmatic engagements.

    The Account Director is key to customer retention and the growth of our rapidly growing customer base. This person should be comfortable developing trusted advisor relationships with executives and cross-

    organizational teams tied to digital strategy execution. A successful Account Director leverages deep Salesforce Marketing Cloud application knowledge in combination with business and marketing domain expertise.


    Own the Customer’s relationship with Salesforce Cloud Services, ensure the Customer’s overall satisfaction with the services engagement and provide leadership and direction to the Services Team delivering the engagement.

    Work strategically with our customers to :

    Define and develop long term Programmes / Roadmaps that enable the customer to fully leverage the power of the Salesforce for Marketing platform and drive time to value e.

    g. speeds up ROI, drives adoption at scale and ensures business readiness and operational effectiveness (an AD will typically manage between 1 - 3 accounts)

    Create and define engagements and solutions that address business challenges and enable our customers to achieve their strategic goals

    Consult on industry, architecture and KPIs and governance across all engagements

    Work with the wider Salesforce ecosystem to create a cohesive team and approach that drives growth within and ensures the retention of key Accounts

    Leverage deep Salesforce Marketing Cloud application knowledge in combination with business and marketing domain expertise to develop trusted advisor relationships with senior customer stakeholders (C-suite)

    Provide pre-sales support to our Sales organisations (Success Partner’s and Account Executive’s) to support the onboarding of new Marketing and Cross Cloud Customers and logos, by helping to shape and scope Services engagement and deliverables

    Key Responsibilities :

    Account Planning and Development

    Understand the customer’s business, strategic objectives, transformational drivers and obstacles to change

    Thought leadership - marketing and innovation using Marketing and cross cloud solutions

    Develop a shared vision (with client and internal teams) for evolving the client engagement

    Document the vision and objectives for the Services team in an Account Plan and cascade to the wider SF team

    Quantify and demonstrate the business value the Services team is delivering

    Identify role or utilization gaps in existing team

    Identify and quantify opportunity for growth of existing team

    Programme Roadmap

    Responsible for roadmap development to ensure the successful delivery of a client's marketing led program

    Working with the wider Services team to articulate and execute the plan including Strategic Services, Project and Programme Management, Campaign Services and Technical teams

    Measuring effectiveness of recommendations and initiatives

    Relationship and Engagement Framework

    Maintain a clear understanding of client stakeholders, their roles in the organization, and their sphere of influence

    Maintain professional and productive rapport with key stakeholders (line level and executive) both internally and externally

    Develop relationships with progressively more Influential stakeholders (next level above highest current relationship)

    Own and drive a proactive engagement framework to support programme development and delivery incl. Monthly meetings, QBRs and Annual reviews

    Expectation Management

    Assess and manage client expectations on an ongoing basis

    Educate client about the overall engagement, associated processes, and team roles & responsibilities

    Identify expectation gaps and develop a comprehensive plan to address them

    First point of escalation for Services-related expectation gaps

    Discovery and Scoping of New Services Opportunities, Renewals and Incremental Services

    Develop / Identify new opportunities within key accounts

    Lead scoping effort

    Work closely with the pre Sales team to convert new opportunities and ensure successful renewals, including leading the renewal planning process


    Work with wider Go to Market (GTM) team to develop, shape and scope presales opportunities

    Work with the Sales and GTM team to convert the opportunity, through building strong relationships with key stakeholders and articulating the value of the Services proposal

    Proposal and presentation development to support presales opportunities

    Desired skills and experience

    The Account Director will accomplish these responsibilities by becoming deeply embedded in the client's business and processes, so as to become a subject matter expert on the client's needs.

    Account management requires frequent communications with and on behalf of the client - sometimes at an executive level -

    to scope new pieces of work, direct projects, manage client expectations, and escalate risks.


    Proven experience in account management through the delivery of complex digital marketing solutions and programs. Must be at C Level and above.

    Experienced in the development and leadership of consultative / strategic engagements including Marketing, Data and Design Consultancy

    Experienced in the process of requirements gathering, scoping and directing technical teams through the process of technical discovery.

    Presentation preparation and delivery


    Experience in managing change both internally and externally

    Intense customer focus

    Excellent presentation, facilitation and client management skills

    Excellent written and verbal skills

    High technical aptitude

    Deep analytical and business acumen

    Strong organizational and time management skills

    Proven ability to compel unity and productivity in a team

    Demonstrated problem solving and conflict resolution skills

    Fun to work with

    Adapted to fast changing environments

    Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way.

    The company was founded on three disruptive ideas-a new technology model in cloud computing, a pay-as- you-go business model and a new integrated corporate philanthropy model.

    These founding principles have taken our company to great heights, including being named one of Forbes World's Most Innovative Company five years in a row and one of Fortune 100 Best Companies to Work For eight years in a row.

    We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce.

    Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.

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