Description

Director/Senior Director. Regional Success Architecture, Agentforce, is a customer-focused leader responsible for Salesforce's most technical success plan aligned role, Success Architects. Based in India, 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/Senior Director will partner with regional and global stakeholders to deliver world-class customer experiences. This position reports to the VP of Agentforce, Cloud Success.

Your Impact

The successful candidate will be independent, self-motivated, proactive, results-oriented, capable of quickly championing change, and influential. You will define and provide a high level of customer satisfaction through the delivery of exceptional customer success services. You will lead a diverse 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 Bangalore and Hyderabad, India.
Manage individual contributors and front line managers 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, all-hands, 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:

Align with global stakeholders as a Agentforce India Based lead
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
Participate in developing, modifying, and executing company policies that affect operations and may have company-wide impact
Develop a structured change management process to implement required changes considering scale and 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

15+ years in consulting/professional services, customer success, or related customer-facing roles, handling complex issues for enterprise customers
8+ years at management level, with proven ability to lead and develop high-performing teams
Experience managing teams of 15+ individual contributors and Front Line Managers 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 Bangalore, India or Hyderabad, India with willingness to travel globally for alignment with customers and teams
Proven ability to work effectively in a matrixed, global organization

What Makes This Role Unique

This is a highly visible leadership position is at the forefront of Salesforce focus on driving Agentforce success and adoption. You'll lead a highly technical and consultative team supporting customers across the entire Agentforce lifecycle in the largest location for Agentforce success. You will join a team of enthusiastic and passionate leaders and individual contributors who are motivated to help customer's find value with their Agentforce solution.