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Director, Healthcare and Life Sciences, Customer Account Leader Job in Cleveland, Ohio US

Director, Healthcare and Life Sciences, Customer Account Leader, Inc. - Cleveland, OH

Posted: 3/29/2021 - Expires: 6/27/2021

Job ID: 225730228


Job Description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job CategoryCustomer Success Group

Job DetailsHLS Customer Account Leader

Job Category
Customer Success Group

Job Details
The Director, Healthcare and Life Sciences (HLS) Customer Account Leader (CAL) is responsible for the success of a portfolio of accounts. They proactively seek and create opportunities to interact with clients to ensure the highest levels of customer satisfaction. They are responsible for overall client success. They are strong mentors who lead by example and embody the Salesforce values.

The HLS CAL is a Salesforce platform expert who will be accountable for ensuring customer success, business value and leading the Salesforce Services team assigned to their account(s) to deliver the expected outcomes of the engagement. The CAL will also manage customer escalation issues and resource oversight. The HLS CAL will also play a key role in driving growth including support of engagement managers and the go-to-market team during the pre-sales cycle to ensure the right services are proposed that drive the right customer outcomes. This may include the following:

Pre-Sales alignment
Project kickoff
Bringing Healthcare and/or Life Sciences industry expertise and perspective
Drive better outcomes through extensive platform expertise
Deep understanding of Salesforce Advisory solutions
Engagement planning and alignment to customer objectives
Regular customer sponsor check ins
Renewal management
Ensure project operational compliance
Executive Relationship building

This role will support our EMs and GTM team to provide industry expertise during the sales cycle.


Help clients and employees consistently meet/exceed goals and metrics
Deliver high client satisfaction (CSAT) by ensuring value is realized through each engagement
Bring best practices to each engagement through your deep platform expertise
Positively impact client Services renewals (when applicable) by aligning customer success with professional services roadmap."
Generate positive feedback from internal teams and leadership
Manage to a minimum billable util target
Show continued professional growth and development

Align closely with Account and Services Sales teams and partner in pre-sales activities such as scoping, engagement plan development and project staffing
Where appropriate and required for Customer Success, providing direct oversight to the project team during the full lifecycle of the engagement, acting as the escalation point for both the customer and Salesforce delivery teams
Manage multiple strategic clients simultaneously
Lead Services Delivery across a portfolio of HLS Customers
Inspire people to do the best work of their careers, being a multiplier, amplifying the knowledge and capability of the people around you while continuing to provide an inclusive workplace as one of Best Places to Work.
Recognized as a valuable and trusted advisor by our customers and other members of Salesforce and continue to build a reputation for excellence in professional services
Collaborate with the Go-to-Market Team to drive continued growth of services

The ideal candidate will have:

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 at least one of the core areas of HLS (Payers, Providers, Medical Device, Pharma)
The proven ability to develop customer relationships, understand their businesses, and develop a shared vision for accelerating their business success with Salesforce.
The ability to mobilize and inspire a diverse and geographically dispersed professional services team to drive successful business outcomes for the customer.
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 CxO level and representing on Project Steering Committee Executive Boards.

Preferred Qualifications & Skills:

10+ years' experience delivering consulting services, including team leadership and active involvement in selling professional services, including Advisory engagements
5+ years of experience delivering and/or overseeing solutions on the Salesforce Platform.
5+ years' operating in a pre-sales environment, shaping and scoping large and complex implementation projects
5+ years of enterprise-level project or program management experience
5+ years experience in the Healthcare and/or Life Sciences industry
Salesforce Application and/or System Architect certifications
Demonstrated technical and/or functional aptitude, and ability to engage with architects or SMEs into 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, Road mapping, 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 & 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 50%

Leadership Qualities:

PASSION: Passionate about Customer Success
BEGINNERS MIND: Always learning; approaches each interaction with open mind; great listener and hands-on
LEADERSHIP: Self-aware and strategic thinker; proficient at building strong relationships and managing personnel
COMMUNICATOR: Speaks and writes with clarity, brevity, and purpose; explains areas of expertise clearly and confidently to others; influences and engages C-Level with authority and confidence
STORYTELLER: Confidently and effectively facilitates and presents; ably defends point-of-view; keeps audiences engaged and delivers a clear and memorable message
TEAM PLAYER: Proficient at collaboration and working with members of a multi-functional team
URGENCY: Ability to move fast and drive business value and results
OHANA: Embodies Aloha culture; a team player that everyone enjoys working with and has a generous heart
TRUST: Trusts the company's core values; shows integrity, transparency, and reliability
ADAPTABLE: Excels in high levels of uncertainty and change

About Salesforce:
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's "World's Most Innovative Company" five years in a row and one of Fortune's "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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Identified Skills

Job Summary

Employment Type:
Full Time Employee
Job type:
Federal Contractor
Skill Based Partner:
Education Level:
No school grade completed
Work Days:
Mon, Tue, Wed, Thu, Fri
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