Services Business Strategy Director

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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.

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Salesforce LATAM is evolving its Professional Services approach to a more strategic, results-oriented model focused on priority accounts (Fewer & Deeper). The Business Strategy Director will be responsible for positioning Salesforce as a transformation partner for C‑level executives, accelerating adoption, consumption, and value from the portfolio — with an emphasis on Financial Services industry.

The role operates at the intersection of: business strategy, enterprise architecture, governance, value engineering (VE/ROI), and sales and post-sales cycle orchestration, connecting AE/AP, specialist, delivery, and partner teams.

Key Responsibilities

1. Strategy, Vision, and Executive Positioning

Be the trusted advisor for CIO/COO/CMO/Head of Digital/Head of Operations, connecting business ambition to the Salesforce platform strategy. Conduct Strategic Discovery and Value Framing, transforming complex problems into clear narratives with value hypotheses, risks, and execution plans.

• Lead Executive Briefings and Executive Messaging, elevating conversations from features to measurable outcomes.

1. Commercial Acceleration and Pipeline Creation (Services + Licenses)

Act as a strategic lever for sales teams: create context that enables AEs/APs to convert work into closed deals (licenses and PS). Design and operationalize an account-oriented SBS engagement model (e.g., Explore / Navigator / Orchestrator), ensuring focus and scale.

• Develop Business Cases and Value Justifications (VE/ROI), supporting investment decisions and reducing friction in the sales cycle.

1. AI & Data: Agentforce + Data Cloud as a driver of value and consumption

Orchestrate the design of AI and data roadmaps that enable secure and scalable adoption of Agentforce. Define AI readiness standards and playbooks: data, governance, "human-in-the-loop," security, performance evaluation, risk control.

• Translate the AI proposition into executive KPIs (e.g., productivity, deflection, conversion, experience, risk), connecting with the logic of consumption.

1. Governance, CoE, and Operating Model for Scale

Structure or evolve CoE (Center of Excellence) and governance (RACI/decisioning, rituals, cadences, ownership, metrics).

• Create mechanisms for scalable delivery: templates, standards, reusable assets, and guardrails to reduce rework and accelerate time‑to‑value.
• Integrate PS, Delivery, and partners frictionlessly (including scenarios with strong SI/Partner influence).

What Success Looks Like (12–18 Months)

• Consistent increase in: Influenced Pipeline (Services and Licenses) Cycle Velocity (reduction in time to business case/decision) Adoption/Consumption (Data Cloud activated; Agentforce in production and scaling) PS Bookings and strategic attach (with governance and roadmap)

• Execution of a replicable account engagement playbook (fewer & deeper), with reusable assets and governance.

Requirements (Must-Have) 10+ years of experience in consulting/strategy/architecture/digital transformation, with exposure to enterprise clients. 10+ years of experience in Financial Services Industry. Strong capacity for strategic synthesis and executive storytelling (CIO/COO/CEO). Solid experience in CRM/Customer Experience, operational transformation, and roadmap design. Fluency in AI & Data concepts (e.g., value chains, governance, structured/unstructured data, automation, adoption patterns). Experience working with Sales (AE/AP), delivery, and partner (SI) teams, managing priorities and conflicts.

Differentiators (Nice-to-Have) Practical exposure to Salesforce Data Cloud and Agentforce (or equivalent AI/automation), and/or experience with data platforms/CDPs. Knowledge in Value Engineering/ROI modeling, governance, and CoE. Familiarity with integrations (e.g., MuleSoft/APIs/event‑driven) and enterprise architecture. Certifications (desirable): Salesforce (Sales/Service/FSC), Data, AI, Architecture (as applicable).

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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