Director, Regional Success Architect (Agentforce)
salesforce.com, inc., Indianapolis, IN, United States
Role Description
Director, Regional Success Architecture, Agentforce, is a customer-focused leader responsible for Salesforce's most technical success plan aligned role, Success Architects. This role will ensure the highest sustainable level of customer satisfaction with Agentforce across all customer segments. Key responsibilities include managing Success Architects; driving customer adoption and value realization; escalation management; and adherence to established success processes. As a member of the global Agentforce organization, the Director will partner with regional and global stakeholders to deliver world-class customer experiences. Your Impact
The successful candidate will be independent, self-motivated, proactive, results-oriented, capable of quickly championing change, and influential. You will provide a high level of customer satisfaction through the delivery of exceptional customer success services. You will lead a team of professionals through a high-growth period that requires adaptability and comfort with changing circumstances. Responsibilities
Leadership & Team Development Build, lead, and develop a world-class team of Success Architects in the AMER region. Manage individual contributors effectively, providing coaching, mentorship, and support to help them develop professionally and achieve their delivery goals Resource and organize teams effectively to drive customer outcomes across all segments Create a vibrant, inclusive culture that inspires people to do their best work and aligns with Salesforce Core Values Find, hire, and retain the best technical and customer-facing talent in the region Create an environment of stronger employee engagement through regular connects including 1:1s and office hours Demonstrate better together leadership that works together with peer leaders to achieve the best outcomes Secure psychological safety everywhere Customer Experience & Technical Support Lead the Success Architect team to drive Customer Success through proactive guidance, outcome focused goals, and operational rigor Manage key metrics including customer satisfaction (CSAT), productivity, time to resolve, and outcome achievement Act as an escalation point for high severity customer issues that arise from within the team, directly from customers, or from other Salesforce functions Ensure the team KPIs are met or exceeded across global Architect standards Exemplify a positive customer experience through effective communication in every interaction with the customer Receive and manage customer complaints and escalate to appropriate personnel/team ensuring successful and timely resolution Customer Success & Value Realization Drive customer adoption of Agentforce capabilities, including coaching your team members on Agentforce Customer Journey key milestones that they need to influence Ensure customers launch Agentforce into production, adopt it widely, and gain continuous business value Manage key success metrics including adoption, customer health, engagements, executive business reviews, retention, and expansion opportunities Build meaningful and lasting relationships with key stakeholders and establish long-term executive relationships Take a hands-on approach to personally create customer wins, references, and case studies Lead Success Architects to deliver proactive success planning and strategic guidance with a consultative approach Cross-Functional Collaboration & Strategy Work with Support, Sales, Product, Engineering, Customer Success, Services, Renewals, and Business Operations to improve overall customer experience Represent the voice of the customer to stakeholders across the organization, including ensuring team contribution to formal product feedback loop process Understand success and implementation services best practices and contribute across teams to continuously improve these practices Execute company policies that affect operations and may have company-wide impact Drive the team to effectively align with changes in a timely manner Inspire continuous improvement in service delivery according to business objectives Demonstrate excellent communication, presentation, and negotiation skills at all organizational levels, including C-level Required Qualifications & Skills
Experience
10+ years in consulting/professional services, customer success, or related customer-facing roles, handling complex issues for enterprise customers 5+ years at management level, with proven ability to lead and develop high-performing teams Experience managing teams of 15+ individual contributors in enterprise-scale organizations Cloud/SaaS software environment experience, preferably supporting global or regional customers Proven track record of driving both operational excellence and strategic customer outcomes Experience in AMER market preferred; understanding of regional business dynamics and cultural nuances Technical & Business Acumen
Deep understanding of customer service and success best practices Ability to balance tactical execution with strategic thinking Experience with Agentforce, CRM, or similar enterprise software platforms preferred Passion for technology and innovation Strong analytical skills with ability to drive decisions based on data and metrics Excellent communication, presentation, and negotiation skills at all organizational levels, including C-level Ability to influence and build relationships across global teams and cultures Other Requirements
BA/BS Degree in technical, business, or related field (or equivalent relevant experience) Based in AMER region, with willingness to travel globally for alignment with customers and teams Proven ability to work effectively in a matrixed, global organization Posting Statement: Salesforce is an equal opportunity employer and maintains a policy of non-discrimination. This policy applies to current and prospective employees in all aspects of employment. In the United States, compensation offered will be determined by location, job level, knowledge, skills, and experience. Salesforce offers a variety of benefits including time off, medical, dental, vision, and retirement programs. More details about company benefits can be found at the official benefits page. Accommodations: If you need a reasonable accommodation during the application or the recruiting process, please submit a request via the Accommodations Request Form. EEO Note: This job description preserves the essential content of the original description focused on responsibilities and qualifications for the role.
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Director, Regional Success Architecture, Agentforce, is a customer-focused leader responsible for Salesforce's most technical success plan aligned role, Success Architects. This role will ensure the highest sustainable level of customer satisfaction with Agentforce across all customer segments. Key responsibilities include managing Success Architects; driving customer adoption and value realization; escalation management; and adherence to established success processes. As a member of the global Agentforce organization, the Director will partner with regional and global stakeholders to deliver world-class customer experiences. Your Impact
The successful candidate will be independent, self-motivated, proactive, results-oriented, capable of quickly championing change, and influential. You will provide a high level of customer satisfaction through the delivery of exceptional customer success services. You will lead a team of professionals through a high-growth period that requires adaptability and comfort with changing circumstances. Responsibilities
Leadership & Team Development Build, lead, and develop a world-class team of Success Architects in the AMER region. Manage individual contributors effectively, providing coaching, mentorship, and support to help them develop professionally and achieve their delivery goals Resource and organize teams effectively to drive customer outcomes across all segments Create a vibrant, inclusive culture that inspires people to do their best work and aligns with Salesforce Core Values Find, hire, and retain the best technical and customer-facing talent in the region Create an environment of stronger employee engagement through regular connects including 1:1s and office hours Demonstrate better together leadership that works together with peer leaders to achieve the best outcomes Secure psychological safety everywhere Customer Experience & Technical Support Lead the Success Architect team to drive Customer Success through proactive guidance, outcome focused goals, and operational rigor Manage key metrics including customer satisfaction (CSAT), productivity, time to resolve, and outcome achievement Act as an escalation point for high severity customer issues that arise from within the team, directly from customers, or from other Salesforce functions Ensure the team KPIs are met or exceeded across global Architect standards Exemplify a positive customer experience through effective communication in every interaction with the customer Receive and manage customer complaints and escalate to appropriate personnel/team ensuring successful and timely resolution Customer Success & Value Realization Drive customer adoption of Agentforce capabilities, including coaching your team members on Agentforce Customer Journey key milestones that they need to influence Ensure customers launch Agentforce into production, adopt it widely, and gain continuous business value Manage key success metrics including adoption, customer health, engagements, executive business reviews, retention, and expansion opportunities Build meaningful and lasting relationships with key stakeholders and establish long-term executive relationships Take a hands-on approach to personally create customer wins, references, and case studies Lead Success Architects to deliver proactive success planning and strategic guidance with a consultative approach Cross-Functional Collaboration & Strategy Work with Support, Sales, Product, Engineering, Customer Success, Services, Renewals, and Business Operations to improve overall customer experience Represent the voice of the customer to stakeholders across the organization, including ensuring team contribution to formal product feedback loop process Understand success and implementation services best practices and contribute across teams to continuously improve these practices Execute company policies that affect operations and may have company-wide impact Drive the team to effectively align with changes in a timely manner Inspire continuous improvement in service delivery according to business objectives Demonstrate excellent communication, presentation, and negotiation skills at all organizational levels, including C-level Required Qualifications & Skills
Experience
10+ years in consulting/professional services, customer success, or related customer-facing roles, handling complex issues for enterprise customers 5+ years at management level, with proven ability to lead and develop high-performing teams Experience managing teams of 15+ individual contributors in enterprise-scale organizations Cloud/SaaS software environment experience, preferably supporting global or regional customers Proven track record of driving both operational excellence and strategic customer outcomes Experience in AMER market preferred; understanding of regional business dynamics and cultural nuances Technical & Business Acumen
Deep understanding of customer service and success best practices Ability to balance tactical execution with strategic thinking Experience with Agentforce, CRM, or similar enterprise software platforms preferred Passion for technology and innovation Strong analytical skills with ability to drive decisions based on data and metrics Excellent communication, presentation, and negotiation skills at all organizational levels, including C-level Ability to influence and build relationships across global teams and cultures Other Requirements
BA/BS Degree in technical, business, or related field (or equivalent relevant experience) Based in AMER region, with willingness to travel globally for alignment with customers and teams Proven ability to work effectively in a matrixed, global organization Posting Statement: Salesforce is an equal opportunity employer and maintains a policy of non-discrimination. This policy applies to current and prospective employees in all aspects of employment. In the United States, compensation offered will be determined by location, job level, knowledge, skills, and experience. Salesforce offers a variety of benefits including time off, medical, dental, vision, and retirement programs. More details about company benefits can be found at the official benefits page. Accommodations: If you need a reasonable accommodation during the application or the recruiting process, please submit a request via the Accommodations Request Form. EEO Note: This job description preserves the essential content of the original description focused on responsibilities and qualifications for the role.
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