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.
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
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
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
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