SVP, General Manager OU Lead - TMT/CBS (Professional Services)

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Job Category

Customer Success

Job Details

About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. The Salesforce Professional Services business is growing at an unprecedented rate. In order to evolve and meet our customers' increased needs and expectations, we are creating new ways of working rooted in deep industry expertise and relevance. As Senior Vice President / General Manager, Operating Unit Lead you will be leading the teams who design, develop, and deliver our portfolio of Professional Services offerings across an industry-aligned operating unit within the AMER region. Ultimately, you will ensure we bring our AMER Services expertise to market in a coordinated way across the segment in order to improve customer satisfaction, increase product usage and adoption, and directly impact Salesforce's top and bottom line. At the high level, this includes developing a deep understanding not only of the cloud technology landscape, but also unique industry-specific challenges, regulations, and expectations. You will craft strategies that unearth opportunities to create and capture customer value and develop a consistent industry strategy to help scale our business — including reimagining how services are designed and delivered in an AI Native model, where agentic and generative AI capabilities are embedded into the delivery methodology itself, not bolted on. At the more tactical level, this role is designed to lead and manage an AMER Services operating unit portfolio in its entirety - driving utilization, bookings, and revenue across the OU. You will work cross functionally with our sales teams to ensure GTM motions are integrated to drive end-to-end success for our customers. This role will also partner on the development of new industry-specific Services products and programs, based on insightful customer engagement and understanding, including launching pilots that will allow us to co-create new offerings with our customers to confirm market fit — with a bias toward AI-powered delivery accelerators and agent-driven service models. You will interact regularly with our distribution organization, specifically your industry counterparts, as well as other teams within the company to provide a holistic and complete view of business goals related to the set of service products you need, the technology capabilities this requires, and the content needed to support these offerings across the industry. Leadership Qualities:

• Strategic Thinker: Ability to translate details into bigger picture implications driving the business forward, challenging the status quo. Understands industry, market and organizational dynamics with the intellectual horse-power to handle growing complexity and ambiguity. Aligns the right resources to the task at hand; foresees and plans around obstacles.
• Talent Management: Has a passion for building great teams - proven ability to develop others who have significantly contributed to company success with a history of making good hiring decisions and developing a strong bench of successors. Champions talent beyond own organization.
• Innovate for Growth: Always thinking about how to make improvements; able to implement changes that map to business strategy. Stays abreast of cutting edge technology trends.
• AI-Forward Mindset: Genuinely curious about and fluent in how AI and agentic technology are reshaping services delivery. Champions the shift to an AI Native delivery model — pushing the team to rethink processes, staffing, and offer design around AI-augmented and AI-led work rather than simply layering AI on top of legacy methods.
• Focus on Customer Success: Builds and maintains relationships with customers; shapes solutions that have significant positive impact on their business.
• Builds Trust and Credibility: Makes decisions based on organization's values - actions are consistent with company's core values. Ability to set clear vision - role models a growth mindset and shares mistakes widely for others to benefit and embraces a learning mentality.
• Lead & Adapt to Change: Thrives in a changing, dynamic environment - Relishes leading even when times are tough and models the attributes of a GREAT leader. Comfortable driving organizational and operational transformation at pace, and bringing skeptical teams along on the journey.
• Courageous Communicator: Must be able to take an unpopular stand if necessary for the betterment of our business. Must encourage a transparent and healthy debate while seeking the best alternative. This leader is looked to for direction in a crisis, faces adversity head on, and is energized by tough challenges.

Responsibilities:

• Provide industry and account-focused thought leadership and vision for the next generation of AMER Professional Services, leveraging the unique opportunities of our lead position in the market and the Cloud model.
• Champion the transition to an AI Native delivery model — reengineering delivery methods, staffing models, and offer construction to embed agentic AI and generative AI throughout the service lifecycle, and instilling an AI-first mindset across the operating unit.
• Attract top talent, and coach and develop a strong team consistent with our culture, with a focus on building AI fluency and transformation capability across the bench.
• Develop an approach to generate unique insights about our customers' unique needs as well as industry trends & sales plays (user groups, advisory councils, etc.).
• Strong collaboration internally with stakeholders in CSG, Sales, Marketing, and Product Teams to operationalize the delivery of Services by segment.
• Proven ability to influence across organizations without direct hierarchical ownership of teams.
• Recognized spokesperson and trusted advisor with customers and analysts (listening, public speaking, writing and negotiating), including on how AI is transforming customer outcomes.
• Manage the financial commitments of the operating unit, working with multiple parties, against financial and business metrics.
• Systematize the process for developing new packages and programs. Build a new delivery model for packaged services, designed from the outset around AI-augmented and AI Native delivery.
• Enable and evangelize the portfolio internally and externally, including new AI-powered offerings and delivery accelerators.
• Collaborate with our internal teams to operationalize the delivery of services for multiple sub-segments.
• Lead large-scale business transformation efforts across the operating unit, translating a future-state AI Native vision into concrete operating model, process, and talent changes.

Required Skills & Experience:

• 15+ years experience in a Services leadership position with proven quota attainment and exceptional results building, managing success, bookings, revenue and margin while growing an annual business portfolio of $250M+.
• 15+ years of work experience with deep industry expertise and knowledge of industry-specific challenges.
• 5+ years at Salesforce or in the Salesforce ecosystem with direct P&L responsibility.
• Track record in product and business model innovation – approach to create unique customer insights and convert them into replicable, scalable, profitable service offers.
• Proven success at leading transformational projects to deliver customer outcomes through technology.
• Demonstrated experience leading large-scale business or organizational transformation — e.g., operating model redesign, digital/AI transformation programs, or shifting a services business to a new delivery paradigm — with measurable outcomes.
• Hands-on familiarity with AI and agentic technologies (e.g., generative AI, AI agents, automation platforms) and a clear point of view on how they change the economics and experience of services delivery.
• Senior leader able to operate effectively with C-level executives.
• Strong business acumen and analytical skills with the ability to think strategically as well as ability to handle details.
• Demonstrated experience leading product, marketing, and delivery teams.
• Action oriented and results driven.
• Strong organizational and management skills to manage multiple projects, responsibilities, and staff.
• Exceptional relationship-building skills demonstrated by an ability to grow and nurture relationships with internal stakeholders.
• Proven ability to influence cross-functional teams without formal authority.
• High energy and passion for the job.
• Degree or equivalent relevant experience required. Experience will be evaluated based on the Values & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.).

Preferred Skills & Experience:

• 15+ years of experience in a Product/Program Management role.
• CRM, software/hardware services experience.
• Experience in web-based, Cloud Computing.
• Direct experience designing or scaling AI-driven or AI Native service delivery models, including agentic AI-based offerings or AI-augmented delivery teams.
• Prior leadership of an enterprise-wide transformation initiative (technology, operating model, or workforce transformation) with quantifiable business impact.
• MBA and technical disciplines.
• Product Management certification.
• Program Management certification.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate your impact so you can do your best . Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

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