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Senior Director, Theater Practice Lead

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Job Category

Mulesoft - Customer Success Group

Job Details

About the Team:

The charter of MuleSoft Professional Services is to enable our customers to transform their IT operating model by accelerating the adoption of the MuleSoft platform using our world-class expertise, standard methodology, and enterprise best practices.

In order to support our rapid growth and reach the next level of scale, we are currently seeking an exceptionally talented consulting leader to drive consistency, collaboration, and continue to improve our world class Services organization across the Americas theater.  The Services learnings and best practices are shared across the partner ecosystem enabling joint success.

MuleSoft maintains an extremely high level of satisfaction across our customer base. We also take great pride in our operational efficiency, and the strength of the solutions we provide to our customers.

About the Position:

Preferably located in one of our US offices in San Francisco, New York, Atlanta, Washington DC, or Chicago, the Theater Practice Lead will be the go-to technical business leader with an understanding of all aspects of Professional Services.  You will be accountable for unifying our world class Services technology leadership driving strategy and innovation across our verticals, while co-owning methodology development, practice development/leadership, enablement, and operations. Reporting directly to the VP of Services for Americas Theater, you will be truly passionate about building a scalable and diverse technical team that transforms customer’s business outcomes on time and on budget.  The expectations and standards you set will be shared and leveraged globally.

You will embody thought leadership to help incubate offerings and accelerators for our customers and partners, and evangelist mentality to help them see the enormous value our talent and transformational methodologies bring. At the same time, you will continue building our world class consulting team through innovative recruiting efforts, onboarding/enablement, and advising on consulting career development areas.  Additionally, your innovative vision will be key to developing our subcontractor ecosystem and working with the Academy that educates the Services team, customers and broader partner ecosystem on Catalyst.  You will be a key member of the Services Theater leadership for MuleSoft.  Collaboration and alignment across the Services operating units, Customer Success, Pre-Sales, Enablement, Marketing/Events, and Product teams will be integral to your success.


 

Position Deliverables:

30 days:

  • Internalize MuleSoft’s outcome-based sales and delivery methodology

  • Build a services business plan for the theater and actively represent services in the broader cross-functional plan

  • Establish and start executing a hiring strategy to grow the team

60 days:

  • Execute on the business plan, driving accountability within and across functions

  • Actively participate in success execution as a mentor, coach and executive sponsor

  • Collaborate with Services vertical leaders to adjust goals in alignment with the vertical business plans

  • Drive successful business metrics around revenue, utilization, sub-contractor scoring, and skills development that deliver successful engagements as measured by customer satisfaction (CSAT) score

  • Build executive relationships and proactively manage customer outcomes, escalations, and overruns

90 days:

  • Collaborate with other Services functions to assist in driving practice development to directs and partners via on-boarding enablement, Academy, and Services Engineering, and Global Practice Lead initiatives to drive to the next level of outcome-based delivery methodology and delivery.

  • Drive cross collaboration and best practices across the different teams to ensure consistency across the theater, while also contributing to methodology and other areas of the practice

  • Refine consultant career paths and advise an inherited large team of seasoned consultants on their growth trajectory

  • Drive success of MuleSoft internship program and support diversity and inclusion efforts in growing our team

  • Collate feedback from the field and collaborate with Product and Academy teams on appropriate product and solution roadmap adjustments

What you’ll need to be successful:  

  • A strategic business leader that understands the importance of leading by example, being a player, and a coach

  • Extremely collaborative and has ability to gain trust across internal and external functional leaders

  • An experienced Professional Services leader and a subject matter expert in leading a transformational practice

  • Able to align a multi-continent matrixed services organization and drive results to bring consistency across the theater.

  • Extremely strong consulting background in a top tier system integrator firm or high growth enterprise software vendor

  • Prior hands-on consulting experience in the integration or middleware space preferred

  • Embodies operational excellence when it comes to revenue and utilization forecast, skills development, etc.

  • Ability to communicate complex technical concepts in a simple yet comprehensive way to non-technical and technical professionals alike

  • Excellent facilitation and mentorship qualities to enable our Muleys and partners effectively

  • Has foresight to anticipate approaching growing pains and wisdom to build your own vision for what this role should evolve into as MuleSoft experiences explosive growth

About MuleSoft, a Salesforce company

Our mission is to help organizations change and innovate faster by making it easy to connect the world’s applications, data, and devices. Companies like Spotify, McDonald’s, and Unilever rely on MuleSoft to stay agile, deliver faster, and make the most of their IT investment with API-led connectivity. Hiring exceptional people who want to build a great company together is our number one priority, and we’re committed to providing an equal opportunity workplace where everyone is supported and inspired to do their best work. We work tirelessly to build this culture, and we’re proud to have been named the #1 Top Workplace in the Bay Area and a best place to work 6 years in a row.

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

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Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesfore.com or Salesforce.org.

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