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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.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Salesforce LATAM is redefining what it means to be a strategic partner. The new model is about continuously engaging, solving real problems, building trust, and evolving strategy alongside the
customer — at the pace the market demands.

The Services Business Strategy Senior Manager is the professional who makes this happen at the customer level. This role connects business pain to platform value, accelerates adoption and consumption, and positions Salesforce as the trusted transformation partner for C-level executives.
This is not a traditional consulting role. The Business Strategy Professional behaves less like a consultant and more like an transformation catalyst and an orchestrator — someone who creates visible operational
impact quickly and translates that impact into strategic influence.

What This Role Is About

The Services Business Strategy Senior Manager works at the intersection of:
- Business strategy and executive positioning
- Operational diagnostics and value realization
- AI, Data, and Agentforce adoption
- Business Value acceleration
- Commercial orchestration (Services + Licenses)

The core motion is: Understand the pain → Form a solution hypothesis → Create momentum → Build trust → Evolve strategy together.

Key Responsibilities

1. Executive Positioning and Strategic Influence
- Serve as a trusted advisor for CIO/COO/CMO/Head of Digital/Head of Operations, connecting business ambition to Salesforce platform strategy — in the customer's language, not ours.
- Run structured assessments to quickly map customer maturity, political environment, executive pressure, operational chaos level, and transformation readiness.
- Lead Executive Briefings and C-level conversations that move from feature discussions to measurable business outcomes.
- Align engagement strategy to the customer's own strategic agenda — speaking their language, framing value in their KPIs.a

2. Hands-On Problem Solving and Momentum Creation
- Lead with solution hypotheses, not problem statements. The role is to bring clarity and direction, not diagnosis alone.
- Create fast, visible operational wins that generate trust, expand access, and open doors to mid- and long-term strategic roadmap discussions.
- Adapt the engagement approach dynamically based on customer momentum: lead with Agents when efficiency pressure is high; lead with data strategy when architecture is broken; lead with stabilization
when operational chaos is the reality.
- Become the customer's customer — experience their operation firsthand to build real operational empathy, discover friction points, and identify AI and Agent use cases grounded in reality.

3. Consumption and Value Realization Acceleration
- Drive a consumption-first mindset across every engagement: adoption, usage, scalable use cases, and operational value expansion are the ultimate performance indicators.
- Map baselines, measure progress continuously, and communicate wins internally (AEs, APs, leadership) and externally (customer stakeholders).
- Develop Business Cases and Value Justifications (VE/ROI) that reduce friction in investment decisions and connect platform utilization to executive priorities.
- Translate AI and Data value propositions into executive KPIs: productivity, deflection, conversion, experience, risk — connecting directly to the consumption model.

4. AI & Data: Agentforce + Data Cloud
- Orchestrate AI and data roadmaps that enable secure, scalable adoption of Agentforce.
- Define AI readiness standards: data governance, human-in-the-loop controls, security, performance evaluation, and risk management.
- Create fast AI wins with measurable value when executive pressure around AI is the entry point.
- Connect the full chain: Pain → Platform → Agents → Data → Business Outcomes → Consumption → Strategic Roadmap.

5. Orchestration of All Available Resources
- Leverage every available resource to deliver value: customer teams, Salesforce delivery, partners, SIs, internal experts, AI capabilities, and Agents.
- Manage priorities and conflicts across AE/AP, specialist, delivery, and partner teams with minimal friction.
- Design and operationalize account engagement models (e.g., Explore / Navigator / Orchestrator) that ensure focus and scale across priority accounts.
- Structure or evolve CoE and governance models (RACI, rituals, cadences, ownership, metrics) that enable scalable delivery and reduce rework.

6. Commercial Acceleration (Services + Licenses)
- Act as a strategic lever for sales teams: create context, momentum, and executive access that enables AEs/APs to convert work into closed deals.
- Continuously market the team's work — customers, AEs, and leadership need to see progress, impact, and outcomes. Visibility generates demand.
- Contribute to a replicable account engagement playbook with reusable assets, templates, and guardrails that reduce time-to-value.

Behaviors (Non-Negotiable)

The Services Business Strategy Senior Manager operates with:
- Extreme curiosity — learns from experiencing the operation, not only from workshops and PowerPoints
- Bias for action — creates momentum through execution, not perfect strategy alignment
- Operational empathy — understands how the customer operates before prescribing transformation
- Executive storytelling — translates complexity into clear narratives with solution hypotheses, not problem lists
- Obsession with measurable outcomes — maps baselines, tracks progress, communicates wins constantly
- Collaborative leadership and orchestration — leverages all available resources to deliver impact
- Comfort with ambiguity — adapts to evolving scope, customer maturity, and market conditions
- Accountability — owns the outcome, not just the deliverable
- Continuous learning — AI is accelerating everything; staying current is a professional obligation

Requirements (Must-Have)

- 8+ years in consulting, strategy, enterprise architecture, or digital transformation with exposure to enterprise clients
- Strong executive communication and storytelling capability (CIO/COO/CEO level)
- Solid experience in CRM/Customer Experience, operational transformation, and roadmap design
- Fluency in AI & Data concepts: value chains, governance, automation, structured/unstructured data, adoption patterns
- Proven ability to work across Sales (AE/AP), delivery, and partner (SI) teams — managing priorities and conflicts
- Track record of creating measurable business outcomes, not just delivering projects

Differentiators (Nice-to-Have)

- Practical exposure to Salesforce Agentforce and Data Cloud (or equivalent AI/automation platforms)
- Experience with Value Engineering, ROI modeling, and CoE design
- Knowledge of integration patterns (MuleSoft/APIs/event-driven) and enterprise architecture
- Certifications: 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.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.