Director, Regional Success Architecture - Agentforce

Salesforce•Indianapolis, IN

2d•$171,200 - $273,000•Hybrid

About The Position

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. This role is 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.

Requirements

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.
Understanding of regional business dynamics and cultural nuances.
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.
BA/BS Degree in technical, business, or related field (or equivalent relevant experience).
Proven ability to work effectively in a matrixed, global organization.

Responsibilities

Build, lead, and develop a world-class team of Success Architects in AMER.
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.
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.
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.
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.