Senior Business Strategy Consultant

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Job Category
Operations

Job Details

Salesforce Professional Services

The mission of Salesforce Professional Services team is to accelerate our customer’s success through digital business transformation and put innovation at the heart of their businesses. When we talk about digital transformation for our customers, we mean advising them through business change, culture (skills, attitude & behavior) change, and technology change to become premier digital businesses.

The Strategic Accounts Consulting team leads Experience-led Digital Transformation selling motion across EMEA, together with Client Partners and Industry Architects: focused on named accounts, we inspire change and simplify complexity and guide through AI disruption, with authenticity, integrity and responsibility. We’re providing consulting skills, using The Salesforce Way as an organising framework, demonstrating strategic engagements to sell ambitious transformation programs supporting our customers’ success, and protecting our margin and revenue. We partner on the field within the General Manager’s LT, supporting Account Partners, deeply engaged with sales teams, to shape the path from vision to execution. Our impact ensures our customers’ fast time to value, expertise and innovation in partnership with our ecosystem. Our team leads strategic engagements to build pragmatic strategic plans: opening the trails to sell transformation programs, and Office of Continuous Innovation, collaborating with our ecosystem to ensure successful transformation at speed. We’re selling end to end transformation programs with Experience Services. Equality, talent growth and diversity are deeply embedded in our daily work.

The Transformation Partner Role

The Transformation Partner is part of the EMEA Strategic Accounts Consulting Team, aligned to the EMEA Strategic Accounts program.

Focused on selected Strategic Accounts, in close alignment with the license sales team, the CSG Professional services GTM team, and our Customer Success Management team, t he Transformation Partner is instrumental in building the digital transformation vision for our customer and articulating a clear road map to move from vision to execution.

The Transformation Partner plays the critical role for setting customers up for for success by prescriptively shaping the proposal scope across all of our services propositions (Phase 0, OCI, Advisory & Implementation) and Salesforce products, and then leading the execution of pre sales engagement (paid or offered) to define large and ground-breaking projects proposals for our most strategic customers. They serve as a trusted advisor to Salesforce customers, providing guidance to Sales & Professional Services teams, ensuring alignments across each customer’s projects, and ensuring the highest levels of customer satisfaction.

The ideal candidate has experience leading large scale customer experience, digitisation, or sales/service/marketing transformation programs (preferably utilising the Salesforce platform) as an internal leader or as an external consultant. You are confident, experienced and credible in engagements with C-Suite, with an unwavering ability to influence action and results up, down and across the organisation.

As a Transformation Partner, you will be given a portfolio of accounts (3-4) in your designated region which will be your primary focus. These accounts will be identified by senior management of CSG Professional Services, Success and Sales as the key accounts to drive significant Salesforce Ground-breaking change.

The ideal candidate for the role has extensive digital and large-scale transformation advisory and delivery experience. Your leadership style is human-centric and you know that the best solutions are co-created by engaged and empowered teams. You have successfully navigated complex relationships between Lines of Business and IT – you know how to bring out the best in our Customers as a player and coach.

We consider many aspects but believe there are three mainstream personas often linked to the success of the Transformation Partner role:

The Digital Leader
You grew up, professionally, with digital and thrive on identifying and understanding digital trends. Your background might include strategic or delivery leadership within a digital consultancy or client organisation. You know that customer success is achieved by translating complex business and technology problems into streamlined processes and sophisticated experiences. Where others see ambiguity, you see opportunity.

The Program Manager
You are unsettled by the status quo, challenge orthodoxies, experiment with new insights and technologies. You led the teams that created a new digital or innovation business within an existing organisation and subsequently delivered the experiences. You know how to cultivate ideas, conduct experiments, and know when to change directions or persevere.

The Consultant
You are a confirmed leader of teams, with and without authority, who has led and delivered enterprise-level business transformation engagements. You are adept at partnering and communicating up to the CxO level, while continuing to maintain accountability for delivering results with your team. You have the ability to recognise needs, identify solutions and leverage organisational expertise at the right time, in the right way.

Key Accountabilities (Impact)
Every day, and every Customer is different, but the following skills and qualifications are key to success in this role:

• Demonstrated leadership experience across digital, transformation, innovation or service design.
• Support the regional booking target by driving pre-sales activities and attend GTM cadence as required.
• Capacity to create pipe of opportunities for this and next fiscal years
• Aligning closely with Account, Services GTM teams and Delivery teams to own pre-sales activities such as discovery, scoping, solutioning, SOW development and project staffing
• Thought leadership and genuine curiosity of Digital Trends and emerging technology.
• Develop trust and credibility with our Customers and be an effective story teller, articulating how we can take the customer on their journey bringing in experience from our other customer success stories
• Consistent record in communicating and addressing C-Level executives.
• Where appropriate and required for Customer Success, providing direct oversight to the project team during the full lifecycle of the engagement, acting as the blocking issue point for both the customer and Salesforce delivery teams
• Ensure that engagements conclude with fully satisfied clients that are willing to be references for new potential clients
• Handle multiple strategic clients simultaneously
• Emotional intelligence, curiosity and desire to improve and constantly learn.
• Consistent record of delivering business value with keenly developed business sense.
• Ability to lead teams through influence without authority.
• Self-starter — willing to put fingerprints on the work.
• 10-15 years of program management experience with examples of enterprise-wide digital initiative(s).
• PgMP, SAFe and Agile Certified preferred, not required.
• MBA preferred, not required.

Working conditions
Travel is an integral part of this role, and will be based on individual customer needs. (25%-75%)

Direct reports
The team being led is frequently within the context of the Envision/Expedition and so management is by influence and not by authority of management role and structure.

Leadership Qualities:

• TRUST: Trust the company’s core values.
• OHANA: Embodies Aloha culture: A teammate that everyone enjoys working with and has a generous heart.
• PASSION: Passionate about Customer Success and is a great listener.
• BEGINNERS MIND: Always learning, approaches each interaction with open mind, great listener and hands-on. Has a passion for continued education in new technologies and complex business and technical concepts.
• ADAPTABLE: Excels in high levels of uncertainty and change. Navigates ambiguous business situations and identifies a path forward. Develops new approaches to accomplish work while clarifying and creating transparency across multiple constituencies.
• URGENCY: Ability to move fast and drive business value and results.
• FACILITATION: Proven effectiveness at leading and facilitating meetings and workshops with executive-level participants.
• ENGAGE: Able to captivate the audience and inspire change.
• COMPOSURE: Strong customer-facing communication and interpersonal skills with the ability to support complex engagements. Advanced ability to manage customer escalations (internally and externally) and negotiate resolution.
• CREDIBILITY: Able to interact with various levels of an organisation both technical and non-technical to discuss comprehensive solutions.
• EXPERT: Working knowledge of industry best practices and implementation experience of the salesforce product suite.
• INFLUENCER: Build trusted relationships including negotiation, influencing, coaching C-level execs, business and IT leadership to drive strategic operational initiatives.
• IMPLEMENT: Able to apply CSG concepts and practices while collaborating with others to help drive customer success. Flawlessly executes consulting management activities, with high attention to detail, organisation and process.
• NETWORKER: Able to network, communicate, establish rapport and influence credibly and effectively at all levels of the organisation.
• TIME MANAGEMENT: Able to successfully lead time-bound, scoped, complex customer engagements .
• TRANSPARENCY: Able to deliver difficult messaging and recommendations to customers that will move their business forward.
• WILLINGNESS: Able to analyse customer issues and craft a recommended plan of action.
• MATRIX LEADER: Motivates, inspires, and coordinates a blended team of Salesforce, customer, ISV and system integrators to solve customer challenges.
• THOUGHT-LEADER: Strong point of view and executive presence. Confident, but not arrogant, great storyteller.

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