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Job Category
Customer Success
Job Details
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Within the Professional Services organisation, our ANZ Delivery Governance business plays a vital role in delivering customer success by proactively governing our portfolio of projects for the ANZ region, ensuring high value quality & PMO compliance. In addition, our expert project managers lead ambitious customer engagements that deliver best practice Salesforce solutions — accelerating time to value, protecting and growing the customer's Salesforce investment, and guiding organisations through their agentic transformations to unlock new levels of productivity and business outcomes.
The ANZ Delivery Governance practice consists of a high performing project management team led by two industry-aligned practice leaders; Enterprise and Public Sector. As the Delivery Governance Leader - Public Sector, you will be responsible for driving consistency in project delivery and excellence in project health best practices for the Public Sector accounts across our ANZ business. This includes local, state and federal government departments and agencies. Critically, you will lead the evolution of our project management practice — shifting from traditional delivery methodologies towards a more consultative, business value and outcome-focused model that meets the demands of agentic and AI-driven transformation programmes.
You will develop strong and mutually beneficial relationships with other industry-aligned teams from Professional Services, including Go-to-Market, Services Pre-sales and Delivery practices, to ensure that we govern our projects with appropriate roles, methodology and best practices to mitigate risk and drive delivery success across your Public Sector portfolio. You will also build partnerships beyond Professional Services — with our licence sales, Customer Success, support, partner and product organisations — to protect and grow the customer's Salesforce investment, reduce attrition risk, and deliver measurable business outcomes.
You will build a strong internal brand with thought leadership and best practices in programme governance and execution the Salesforce way. You will create a culture of continuous learning within the team — uplifting capability across project and stakeholder management, Salesforce product and platform knowledge, and Agentforce and agentic delivery methodologies. You will actively drive the adoption of AI tools and ways of working across the team — setting clear expectations, embedding AI-first practices into day-to-day delivery, and inspiring every team member to become an AI power user.
Responsibilities:
- Responsible for the ANZ Delivery Governance - Public Sector portfolio projects including project health and success.
- Seasoned people manager and forward-thinking leader responsible for hiring, building and developing outstanding project management team tasked with creating high quality solutions on customer-facing engagements.
- Executive engagement oversight on large Public Sector programmes, ensuring measurable business outcomes, customer value realisation, and long-term return on the customer's Salesforce investment.
- Drive skills and expertise development within and across associated ANZ Services business. Ensure that your team has the right skills, at the right time to deliver the best customer outcome.
- Champion AI tool adoption across the team — set clear expectations, embed AI-first practices into day-to-day delivery, and build a culture where every team member is an AI power user.
- Develop strong industry aligned partnerships with GTM, Pre-sales, Delivery practices to ensure that we sell and deliver best practice and value to customers and the broader public sector industry.
- Work closely with associated Global Practices and Competencies Industry teams, Customer Success, Solution Engineering and the Salesforce Industries Services teams on initiatives such as enablement, product offerings and other practice initiatives.
- Support the Global Delivery function in project compliance, portfolio health, and innovation adoption for consistency, efficiency and repeatability (including Project and Portfolio health)
- Identify, shape and sponsor initiatives to improve delivery practices, methodology and ways of working — with a particular focus on agentic delivery, AI-augmented project management, and business value.
- Success metrics will include Public Sector portfolio health & compliance, revenue, margin, team utilisation, customer attrition reduction, and AI adoption across the team.
- Drive High Performance Culture to attract, develop, support and retain our people and leaders.
Preferred Qualifications & Skills:
- Experience leading large-scale program management offices and engagements.
- Strong people leader experience setting direction, uplifting capability feedback and coaching.
- Track record of working with Public Sector departments and agencies delivering technology solutions.
- Outstanding interpersonal and communication skills.
- Proposal and contract development (e.g SOWs) including managing scope and assumptions and commercial terms.
- Strong stakeholder management skills including influencing, negotiating and managing conflict.
- Strong business acumen and analytical skills, with the ability to connect delivery outcomes to commercial and strategic customer objectives.
- Demonstrated project leadership skills, with responsibility for leading project teams, budget, and schedule.
- Practical experience with AI tools and a genuine appetite to embed AI-first ways of working into day-to-day delivery; experience driving team-wide AI adoption preferred.
- Understanding of agentic delivery concepts and the ability to guide customers and teams through AI-driven transformation programmes.
- Proven ability to identify and mitigate customer attrition risk, with experience tying delivery outcomes to long-term customer investment and business value.
- Financial acumen include P&L management and revenue forecasting.
- Empathetic leader who will embody the Salesforce values.
- Ability to work effectively in a fast paced, high energy, team-oriented environment.
- Ability to multi-task and perform effectively under pressure.
- Salesforce.com Certifications (Admin, Consultant, Developer) preferred.
Leadership Qualities: You are a self-starter building networks within Salesforce and your assigned customer, effectively maintaining relationships with internal and customer senior executives. You will motivate, inspire, and coordinate a blended Salesforce team to deliver customer value, acting as a credible C-level advisor and trusted business partner — guiding customers not just through delivery, but through the business value and transformation outcomes they're seeking to achieve. Your executive-level communication and interpersonal skills will be crucial for conflict resolution and leading workshops, acting as a key escalation point for both customers and internal teams.
- Strong customer-facing communication and interpersonal skills.
- Working knowledge of industry-standard processes and implementation experience of the Salesforce product suite.
- Able to interact with various levels of an organisation to discuss comprehensive solutions.
- Able to lead high-powered workshops and tailor messaging based on the audience and subject matter.
- Passionate about Customer Success and a great listener.
- Embodies Salesforce values and fosters a collaborative, inclusive team culture.
- Ability to operate with pace and precision — translating strategic intent into tangible business outcomes and measurable customer value.
- Ability to earn the trust of the customer and lives the company’s core values.
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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