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Job Category
Customer Success
Job Details
About Salesforce
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We are seeking a transformational, visionary executive to serve as the Global Head of Account Activation & Remediation for the Life Sciences Activation & Adoption (A&A) division. Sitting at the helm of the Account Activation & Remediation pillar, this role owns the global strategy, governance, and ultimate execution of account-level interventions across the multi-billion dollar AFLS portfolio. This executive is the singular authority on global account triage, holding full accountability for transforming high-risk, critical enterprise crises into stabilized, high-growth accounts. This role goes beyond reactive remediation; you will architect the predictive methodologies, resource allocation strategies, and cross-functional feedback loops necessary to neutralize delivery risk before it impacts revenue. You will command a matrixed global delivery apparatus, drive product/engineering alignment, and serve as the executive sponsor for our highest-value enterprise accounts in distress.
ROLE DESCRIPTION
The right candidate is an elite enterprise executive with a proven track record of leading massive delivery transformations, managing high-stakes corporate turnarounds, and commanding multi-stakeholder ecosystems under intense pressure. You’ll: Define, architect, and continuously evolve the Global Governance Framework for Account Triage, Activation, and Remediation—establishing industry-leading risk-modeling, entry/exit criteria, and escalation thresholds. Direct the strategic deployment and monetization strategy of Customer Success Acceleration Teams, Product Sponsors, and specialized Success Architects across the global portfolio. Hold ultimate operational authority over the FDE Strike Team PODs; establish the global standards for high-risk interventions, engineering-led rescues, and critical-path milestone attainment. Drive systemic root-cause analysis from portfolio failures to influence and transform upstream Product Roadmaps, Sales scoping guardrails, and System Integrator (SI) certification programs. Serve as the final executive escalation point and corporate arbiter for all active rescue engagements globally, making definitive macro-level resourcing and financial prioritization trade-offs. Partner directly with C-suite stakeholders (SVP, EVP, and Executive Steering Committees) to deliver strategic portfolio-wide health briefings, risk forecasting, and revenue protection transparency. Govern global exit standards and long-term stability metrics, ensuring seamless knowledge transfer and organizational capability building back within BAU delivery teams. Exert executive influence over the Global Partner Ecosystem Lead, directly addressing systemic SI compliance failures, partner capabilities, and co-delivery risk structures.
REPORTING & ORGANIZATIONAL STRUCTURE
Reporting Line: Reports directly to the SVP, Global Life Sciences Activation & Adoption, with a dotted line to the Executive Steering Committee. Organizational Scope: Head of the Account Activation & Remediation Pillar. Directs a core team of senior strategists and maintains dedicated/prioritized resource allocation rights over global SWE, Product, and FDE Strike Team resources. Collaboration: Serves as the primary executive peer to the Portfolio Strategy & Intelligence and Ecosystem Leads; acts as an executive escalation partner to Regional VPs of Customer Success, Professional Services, and Field Sales.
FINANCIAL & BUSINESS ACCOUNTABILITY
Directly safeguards and retains Global Net New Annual Order Value (NNAOV) across the AFLS enterprise portfolio, minimizing churn and contraction. Owns the OpEx optimization and ROI of high-cost intervention assets (FDE Strike Teams, Success Architects), ensuring maximum financial efficiency of the rescue apparatus. Accountable for macro portfolio KPIs: Time-to-Stabilization (TTS), Net Promoter Score (NPS) post-remediation, and the continuous reduction of portfolio-wide re-escalation rates. Authorizes financial trade-offs and concessions required during critical account remediations to secure long-term customer lifetime value (LTV).
SUCCESS METRICS (KEY SUCCESS OBJECTIVES — KSOs)
Global Portfolio Retention Rate: Percentage of high-risk revenue successfully stabilized and retained annually. Systemic Risk Reduction: Measurable year-over-year decrease in accounts transitioning from moderate to high-risk due to predictive intervention framework efficiency. Operational Velocity (TTS): Reduction in average Time-to-Stabilization across the global portfolio without compromising delivery quality or customer satisfaction. Capital & Resource Efficiency: Optimization of cost-to-serve/cost-to-rescue ratios across specialized technical teams. Upstream Mitigation Impact: Successful implementation of programmatic changes (product fixes, enablement upgrades) derived from remediation root-cause insights.
SPECIFIC KNOWLEDGE & SKILLS
Global Enterprise Governance & Strategy: Master-level expertise in designing global risk, triage, and delivery frameworks within Fortune 500 SaaS or enterprise technology ecosystems. Executive Crisis Management: Exceptional executive presence, emotional intelligence, and command authority under extreme pressure; proven capability to navigate confrontational, high-stakes negotiations with C-level clients and partners. Macro Resource Optimization: Advanced capability in directing matrixed, multidisciplinary technical teams (Engineers, Architects, Consultants) across competing global priorities. Cross-Functional Systemic Influence: Proven track record of influencing Product Management, Engineering, Sales Leadership, and Global System Integrators to drive structural operational changes. Data & AI-Driven Leadership: Expert-level capability in leveraging CRM Analytics, predictive modeling, and AI productivity architectures (e.g., Agentforce, GenAI, Einstein) to build automated early-warning risk systems and streamlined executive reporting.
ROLE REQUIREMENTS
Several years of progressive executive leadership experience in Professional Services, Customer Success, Enterprise Program Management, or Corporate Turnaround—explicitly within the Enterprise Cloud and Life Sciences technology domain. Proven experience commanding a global function or division dedicated to enterprise risk mitigation, escalation management, or critical delivery rescue. Demonstrated history of direct accountability for revenue retention/protection at the nine-figure scale. Deep foundational knowledge of cloud infrastructure, enterprise software lifecycles (SDLC), complex integration architectures, and global partner ecosystem dynamics. Academic: Bachelor’s degree required; MBA or advanced technical degree preferred.
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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