Business Strategy Director (Financial Services, Healthcare & Life Sciences)

Customer Success Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. 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? Agentforce is the future of AI, and you are the future of Salesforce. The Experience Services Competency within Salesforce Professional Services is seeking a Business Strategy Director. The Business Strategy Director is responsible for ensuring overall delivery excellence and quality across Salesforce Professional Services customers. Partnering with C-level customers, Business Strategists craft innovative, industry-specific strategies that clearly define the vision, metrics, and roadmap to achieve desired business outcomes. They work with our key enterprise customers, partners, and technical delivery leaders to drive scale, speed to value, and a sustained landscape for future success. They bring deep expertise in enterprise business strategy, operating model design, and value realization — translating customer ambitions into actionable, multi-year programs. They have strong Financial Services and/or Healthcare & Life Sciences consulting experience and a deep understanding of Business Strategy services deliverables. They strive to better understand and improve processes to help our Experience Services team thrive. The Business Strategy Director also partners with other roles on customer engagements to ensure customer and Salesforce Professional Services success. We believe the best Business Strategists are those who obsess over the creation of customer and business value. They have a customer-centric and collaborative mentality, a willingness to commit to the customer, and the drive to break down barriers to ensure customer success. Strategic Advisory: Provide business strategy subject matter expertise as it relates to Salesforce products and services during delivery cycles. Work cross-functionally within Salesforce to define program scope, team, value narrative, and pitch. Uncover future sales opportunities to drive ongoing customer value. Strategic Discovery & Assessment: Perform and distill customer, industry, and end-user research to identify key customer needs, expectations, and experience-led business opportunities. Conduct assessments and facilitate workshops to develop future-state operating models and business visions. Identify enterprise business process and operations improvements to realize efficiencies and increase impact. Take ownership of the vision and value narrative established during pre-sales and carry it into delivery, translating it into an actionable “Phase 0” roadmap without loss of momentum or customer trust. Develop multi-year, strategic roadmaps that prioritize investments and support business objectives. Business Value: Perform business value assessment and gain alignment to develop strategic use cases to project the value of strategy, case for change, and organizational implications. Transformation & Organizational Alignment: Facilitate cross-functional partnerships to craft and implement new ways of working across functions. Help business and technology leaders adopt new digital operating models, governance strategies, and approaches. Operational Excellence: Collaborate closely with program management, experience design, change management, and technical teams to integrate business value strategies into program delivery. Identify and proactively manage risk areas and commit to seeing an issue through to complete resolution. Coach and develop other Business Strategists and project team members to a consistent, repeatable delivery standard. Serve as a point of escalation and lead team members to drive results on customer engagements. Positively impact customer renewals and extensions when applicable. Business & Practice Impact: Support building the Business Strategy capability within the Experience Services Competency; serve as an active contributor to the community’s overall knowledge base and expertise. Professional Experience: Minimum 15 years of experience in customer-facing roles leading complex experience-led engagements with large-scale transformation, as part of a cross-functional team. Proven experience working with customers or internally at companies within the Financial Services and/or Life Sciences industries.Strong understanding of key business value drivers and success metrics typical of large-enterprise Financial Services / Healthcare & Life Sciences organizations. Salesforce product knowledge and solution design experience is required. Experience in Business Strategy, Enterprise Architecture, Product Management, Agile, Program Governance, and/or Value Realization. Application of AI tools in services delivery. Go-to-market (GTM) support experience, including scoping, proposal development, RFP responses, and executive presentations. Passionate about delivering transformation with the ability to articulate business value to stakeholders at all levels. Sets a clear direction in situations where data is absent or ambiguous and stakeholders are misaligned, making defensible recommendations and holding the roadmap steady rather than only building consensus. A proactive, resourceful, creative thinker with the ability to inspire others and who can navigate dynamic situations. Relationship Management: Consistent track record of building customer relationships. Thrives working cross-functionally, particularly with Sales, Engagement Leaders, Solution and Technical Architects, Human-Centered Change Practitioners, Experience Designers, and External Partners. Travel: A willingness to travel when required (up to 25-30% of the time) and an understanding of the value of working onsite with our customers. Prosci Change Management Certification Salesforce Administrator Certification Salesforce Strategy Designer Certification Salesforce Agentblazer Innovator or Agentblazer Legend Credential When you join Salesforce, you’ll be limitless in all areas of your life. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form . Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options. Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. It means that at Salesforce, we believe in equality for all. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.