Services Business Strategy Senior Manager

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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, 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

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