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Iowa State Job Bank Employer Director, Healthcare and Life Sciences, Customer Account Leader in Des Moines, Iowa

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job CategoryCustomer Success GroupJob DetailsHLS Customer Account LeaderJob CategoryCustomer Success GroupJob DetailsThe Director, Healthcare and Life Sciences (HLS) Customer Account Leader (CAL) is responsible for the success of a portfolio of accounts. They proactively seek and create opportunities to interact with clients to ensure the highest levels of customer satisfaction. They are responsible for overall client success. They are strong mentors who lead by example and embody the Salesforce values.The HLS CAL is a Salesforce platform expert who will be accountable for ensuring customer success, business value and leading the Salesforce Services team assigned to their account(s) to deliver the expected outcomes of the engagement. The CAL will also manage customer escalation issues and resource oversight. The HLS CAL will also play a key role in driving growth including support of engagement managers and the go-to-market team during the pre-sales cycle to ensure the right services are proposed that drive the right customer outcomes. This may include the following:Pre-Sales alignmentProject kickoffBringing Healthcare and/or Life Sciences industry expertise and perspectiveDrive better outcomes through extensive platform expertiseDeep understanding of Salesforce Advisory solutionsEngagement planning and alignment to customer objectivesRegular customer sponsor check insRenewal managementEnsure project operational complianceExecutive Relationship buildingThis role will support our EMs and GTM team to provide industry expertise during the sales cycle.Responsibilities:Help clients and employees consistently meet/exceed goals and metricsDeliver high client satisfaction (CSAT) by ensuring value is realized through each engagementBring best practices to each engagement through your deep platform expertisePositively impact client Services renewals (when applicable) by aligning customer success with professional services roadmap."Generate positive feedback from internal teams and leadershipManage to a minimum billable util targetShow continued professional growth and developmentAlign closely with Account and Services Sales teams and partner in pre-sales activities such as scoping, engagement plan development and project staffingWhere appropriate and required for Customer Success, providing direct oversight to the project team during the full lifecycle of the engagement, acting as the escalation point for both the customer and Salesforce delivery teamsManage multiple strategic clients simultaneouslyLead Services Delivery across a portfolio of HLS CustomersInspire people to do the best work of their careers, being a multiplier, amplifying the knowledge and capability of the people around you while continuing to provide an inclusive workplace as one of Best Places to Work.Recognized as a valuable and trusted advisor by our customers and other members of Salesforce and continue to build a reputation for excellence in professional servicesCollaborate with the Go-to-Market Team to drive continued growth of servicesThe ideal candidate will have:A successful track record of working effectively in a highly matrixed and fast-growing organizationA passion and belief in the unique value of professional services in a cloud software company.A deep understanding of at least one of the core areas of HLS (Payers, Providers, Medical Device, Pharma)The proven ability to develop customer relationships, understand their businesses, and develop a shared vision for accelerating their business success with Salesforce.The ability to mobilize and inspire a diverse and geographically dispersed professional services team to drive successful business outcomes for the customer.The capability to recognize complicated customer and internal relationships and navigate win/win outcomes for multiple stakeholders.Experience in