We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good– you’ve come to the right place.
Salesforce Professional Services plays a critical role in our company’s revenue growth, helping our customers achieve success on the Salesforce platform by offering assurance, implementation and transformation services. Professional Services is continuing to expand in two main investment areas: leading customers through innovative, customer-centric transformations; and advising customers on how to drive and expand their multi-cloud Salesforce footprint across their organization by delivering faster time to business value. The Professional Services team is undergoing significant change and growth under new leadership, and the APAC Operations Leader will lead a team that is a key enabler of the multi-year plan for change.
Are you passionate about Customer Success and would you like to work at the forefront of Digital Innovation at one of the most exciting CRM companies?
Key Stakeholders:
- Trusted business partner to the APAC Services Leader (SVP) and their direct teams providing insight, analysis and strategic mentorship including hyper-growth regions like ASEAN; specifically Singapore.
- Collaborates with the global Professional Services Strategy and Operations (S&O) team as a single source of truth for the business. This includes collaboration with Analytics, Systems, Compliance, Staffing, and Sub Contracting. Additionally, collaborate with the license sales teams on behalf of APAC Professional Services around investment work, best practices, and trends.
- Maintains strong partnership with cross-functional departments such as Finance, Revenue Recognition, Sales Operations, Legal, Collections and HR to ensure Services is supported across varying business needs centred around a conglomerate of complex markets, each with unique business requirements
Key Areas of Accountability:
Responsible for four pillars of Operations (Business Partnership, Sales, Delivery, and Revenue)
Business Partnership
Directly leads a team of local Business Partners that support Executives across the APAC portfolio with a consistent operational framework that provides predictable and repeatable insights to achieve key business objectives. A key member of the APAC Professional Services leadership team.
Sales
Leads the reporting and roll-up for Operating Unit forecasts to the APAC leader, including pipeline and overall hygiene to ensure the business can meet and exceed bookings targets (collaborating with the global Professional Services sales strategy team)
Delivery
Leads the reporting and processes for project health, risks, margin, utilization and overall hygiene to ensure the business can meet and exceed financial targets
Revenue & Performance
- Leads the reporting and roll-up for Revenue forecasts across APAC to ensure the business can meet and exceed revenue targets
- Responsible for strategic planning working alongside APAC Services leadership and supporting functions (e.g. Finance, Chief of Staff, and HR)
- Takes high level business goals and defines metrics, presentations, reports/dashboards that analyze the health of the business and present recommendations to senior management for strategic decision making and investment
- Leads and participates in initiatives to identify and implement process improvements in support of Global and APAC Services business
- Maintain cross functional partnerships and influence working closely with matrix shared services organizations (e.g. Finance, Legal, Accounting)
- Partners with global teams to set appropriate targets for the region as part of the yearly planning process
- Collaborates with Global Operations to get the right and timely operational support if/when needed
Basic Qualifications:
- Extensive experience in operations roles in a Professional Services business
- Excellent people leadership skills with the ability to multi-task in a dynamic and fast paced environment and a track record of executive-level presence and impact
- Experience in leading teams of managers, track record of excellent leadership and growing and developing team members
- Experience in leading geographically disparate teams across continents
- Excellent organizational skills, detail orientated and able to lead and develop a team performing repetitive tasks to ensure high quality
- Strong analytical skills with the ability to detect patterns and analyze disparate data
- Excellent written business communication and verbal presentation skills
- Experience with a major CRM and/or Professional Services Automation tool
- Understanding of sales/contracting execution lifecycle
- Understanding of project management and software implementation lifecycle
- Extensive SaaS technology field operations experience
- Experience in documenting business processes and identifying ways to improve
