Business Services Delivery Director, ACC

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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.

In Business Services Delivery, you are the architect of business outcomes within Salesforce Professional Services. This is a delivery-first role who thrives on executing complex, large-scale transformation engagements. You provide the strategic guidance necessary to ensure the realized value of the Salesforce platform. You are responsible for defining the "North Star" and staying embedded in the delivery lifecycle-advising on the strategic backlog and ensuring technology drives measurable KPIs. Beyond execution, you are the growth engine for the account, constantly instigating "what's next" to uncover new opportunities for services expansion and license growth through innovation and the intentional reuse of high-impact strategic assets. You bring industry expertise and experiences to foster customer relevant approaches, personal proof points, and faster outcomes.

Key Responsibilities
1. Strategic Delivery & Alignment

• Strategic Backlog Advisory: Partner with stakeholders to translate high-level vision into an executable Salesforce strategic backlog; provide expert guidance on prioritizing initiatives (Agentforce, Automation, Core Platform) to ensure continuous delivery of business value.

• Transformation Activation: Guide the transition from strategic vision to active execution, ensuring the organization's operating model, governance, and people are ready for large-scale change and adoption assurance.

• Value De-risking: Proactively identify and remediate strategic "roadblocks" or gaps that threaten value realization throughout the delivery lifecycle.

• Business Process Reengineering: Conduct current-state assessments and lead process redesign efforts to eliminate operational friction and ensure business workflows are optimized for digital transformation.

• Operational Excellence: Define and implement "Future State" blueprints and process frameworks that ensure Salesforce is integrated into the client's core business operations to drive speed-to-market and efficiency.

2. Vision to Value Advisory

• Value Realization & Tracking: Define the benefits baseline and provide advisory on the Value Dashboard to track real-time KPI impact, platform consumption, and ROI.

• Business Value Mapping: Connect Salesforce capabilities directly to business outcomes, ensuring the "Case for Change" is realized through measurable data.

• Strategic CoE & Governance: Architect Enterprise Governance frameworks and RACI planning to ensure long-term stability and strategic maturity within the client organization.

• Executive Advisory: Act as the "Strategy Exec" (Strategy/CTO level), managing C-suite stakeholders and ensuring Business and IT leaders maintain joint ownership of the strategic roadmap.

3. Account Growth & Strategic Innovation

• Opportunity Identification: While this is not a GTM role, you will leverage delivery insights to identify the next phase of customer maturity-proactively uncovering opportunities for Services expansion and License growth.

• The "Instigator" Mindset: Constantly challenge the status quo by instigating new strategic conversations and "Future State" possibilities to ensure the customer is always looking toward the next horizon of value.

• Scale through Reuse: Identify high-quality work, frameworks, and strategic assets developed during delivery and find creative ways to reuse and scale them across the account or broader organization to accelerate time-to-value and delivery efficiency.

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.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. 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.