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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.
Are you an experienced transformation leader looking to help the most ambitious businesses succeed with Salesforce? We leverage the Salesforce Customer Success Platform and cutting-edge technology, innovation, strategy and design skills to enhance our customers' transformation into world-class digital businesses.
The Salesforce Business Transformation Architect helps our most strategic customers transform their business. They work with customers' business leaders and technology teams to understand what is possible and desirable and get into the detail on how to do it, using all the power of our platform to realise their strategy. Business Transformation Architects are specialists solely focused on driving customer success through large-scale programs, change management, new digital operating models, innovation, roadmap, usage, adoption and value.
- Co-create a strategy that aligns a customer's business objectives with customer experience, what is possible, key business measures, and a practical roadmap.
- Define value cases that align Salesforce Professional Services to customer benefit.
- Enable delivery with speed, agility and stability by implementing a decision-making framework that balances regional and global attributes, frequency of change, and quality of data and risk mitigation.
- Actively work between the Business & Technology disciplines to industrialise the best ideas with new digital operating models and ways of working.
- Enhance productivity and buy-in through persuasion, workshops and intimately understanding our customers' businesses. Help end-users uncover and articulate barriers, and co-design potential solutions to their needs.
- Personalise best practices to customers including roadmap, agile development, change management, enterprise collaboration, operational support, and alignment to business strategy. Increase user productivity, reduce TCO and enhance Salesforce investment payback, by formulating a plan to reduce the number of disparate applications end users access to do their jobs.
- 15+ years of consulting and corporate experience across Financial Services, Retail, Telco, Healthcare and/or other industries, with hands-on delivery leadership experience.
- Previous experience as the business lead for transformation is required. Preferably has used the Salesforce Platform as a key technology enabler of business change.
- Travel regularly (average of 25%) but may be higher or lower based upon client assignment.
Inquisitive mind, endless curiosity and passion for learning about customers, industries and new approaches to doing things:
- How end users (customers, employees, sales teams etc.) perform their jobs.
- Industry challenges and solutions.
- Deep, hands-on fluency in Agentforce and experience with AI-native, intent-based engineering.
- Ability to translate executive ambition into an AI-powered digital business blueprint and an actionable transformation roadmap.
- Continuous curiosity about how AI reshapes customer, employee, and partner experience across industries.
- Ability to translate vision and business issues into actionable roadmap and solutions.
- Self-starter with the ability to build a network within Salesforce and your assigned customer.
- Effectively build, develop, and manage relationships with internal and customer senior executives, setting expectations on their role as stakeholders vested in success.
- Motivate, inspire, and coordinate a blended team of Salesforce, customer, ISV and system integrators to solve customer challenges.
- Capability as credible and effective C-level advisor/coach, especially with regards to change management (cultural, business and technical).
- Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog.
- Demonstrated effectiveness at leading and facilitating meetings and workshops.
- Demonstrated experience establishing and running large-scale program management offices.
- Familiarity with implementing and supporting enterprise solutions (CRM, ERP, etc.).
- As the business owner of change, or from a technology implementation viewpoint, has an excellent understanding of software delivery processes and methodologies (i.e. waterfall, agile, hybrid).
- Deep understanding of the Salesforce platform and its business impacting capabilities / demonstrates the ability to quickly learn.
- Knowledge of process automation, user experience and workflow is a plus.
Making business change happen is difficult and often fails before it succeeds. It is important that you:
- Understand 'who you are', so you can learn from challenges without feeling that they 'define you'. You will have good coping strategies and networks for dealing with the ups and downs of transformation.
- Focus on the long-term strategy and building trusted relationships so you can respond effectively to competing demands.
- Demonstrated ability to communicate, present and influence credibly and effectively across the entire organisation. This means from CEO to administrator, and across various disciplines (such as Finance, HR, Marketing, Operations, Customer Services, Technology). Must be able to work with the customer's technology organisation to influence and implement plans.
- Excellent situational awareness. Must be comfortable in dynamic customer environments and enthusiastically present our company.
- Highly developed soft skills, such as listening, empathy, and the ability to adjust communication style based on the audience.
- Strong teamwork and facilitation skills with the ability to: balance conversations within groups; offer suggestions and improvements to process and work effectively with all personalities; drive towards building consensus.
Context: Why This Role, Why Now
ANZ Enterprise Delivery is scaling an Agentforce-native delivery model and needs senior-level practitioners who can bridge strategy, AI, and implementation while establishing and holding executive trust. ANZ Enterprise Business Consulting is breaking new ground with data-driven value case, analysis and tracking tooling and engagements.
Role-Specific Purpose (LAQ Program Leader)
This role will drive strong executive relationships, AI-led transformation strategy, and value realisation across a portfolio of ANZ enterprise accounts, with a particular mandate to help extend the AI-native intent-based engineering model, and extend value casing, analysis and tracking to ANZ Enterprise accounts.
- Co-create a strategy that aligns a customer's business objectives with customer experience, AI opportunity, key business measures, and a practical roadmap.
- Enable delivery with speed, agility and stability through decision-making frameworks that balance regional and global attributes, frequency of change, and data quality/risk.
- Work across Business and Technology disciplines to industrialise new digital operating models built around AI-native, intent-based engineering.
- Enhance productivity and buy-in through executive workshops and a deep understanding of the customer's business, translating barriers into co-designed solutions.
- Personalise best practice across roadmap, agile delivery, change management, and value realisation, increasing user productivity and enhancing Salesforce investment payback.
AI & Agentforce Leadership
- Proven delivery of Agentforce at scale and leading the shift to AI-native, intent-based engineering.
Value Realisation
- Track record of pulling in using AI tools to develop and strengthen business value case narratives and translate technical delivery into financial outcomes that resonate at board level.
Client Trust & Relationship Growth
- Repeated pattern of extending trust-based relationships into long-term programs through extension and engagement expansion.
Delivery Rigor
- Deep fluency in velocity diagnostics, story estimation integrity, and re-baselining practices
- Strong grip on cross-stream dependency management (data migration, integration, CRM build)
- Bias to front-load complexity/risk and manage sequencing transparently
- Comfortable running multi-account, concurrent engagements without direct authority.
To Be Successful the Candidate Should Have
- Demonstrated experience leading Salesforce transformation programs for large enterprise clients across multiple industries.
- A proven, hands-on track record with Agentforce and AI-native/intent-based engineering approaches; not just strategy but delivered outcomes.
- Experience shaping value cases and narratives that quantify and communicate ROI at executive/board level.
- Track record of converting narrow-scope engagements into multi-year, multi-million-dollar programs through relationship trust
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
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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.