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
Lead the Success Architect team to drive Customer Success through proactive guidance, outcome focused goals, and operational rigor
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
Drive customer adoption of Agentforce capabilities, including coaching your team members on Agentforce Customer Journey key milestones that they need to influence
Manage key success metrics including adoption, customer health, engagements, executive business reviews, retention, and expansion opportunities
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
Requirements
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
BA/BS Degree in technical, business, or related field (or equivalent relevant experience)
Tech Stack
Cloud
Benefits
Accommodations if you need a reasonable accommodation during the application or recruiting process