Executive Customer Service Jobs in Chicago Ridge, IL

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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.
The Health & Life Sciences Program Executive (PE) is a senior, executive-facing individual contributor (IC) within the Delivery Account Management (DAM) function of Salesforce Professional Services. As an IC, Program Executives hold no direct reports, and yet expertly lead large numbers of our most senior talent across our most complex customer engagements: multi-workstream transformations, strategic accounts, and enterprise implementations where the margin for error is narrow and the consequences of failure are visible at the C-suite.
The PE is fully allocated to a single flagship transformation program or a set of strategic accounts. They own the end-to-end program P&L, lead the Salesforce project team, run the steering committee, manage the executive customer relationship, manage scope, govern the budget, and surface risk before it becomes an escalation. The ideal candidate will bring a diverse IT and/or Management Consulting background and knowledge of Health & Life Sciences industry trends, leveraging this credibility as a strategic advisor to our customers, partners, and internal teams across Salesforce. The candidate will be able to craft innovative, forward-looking strategies while clearly defining the path forward, leading the changes to IT strategy, policies, processes, people, governance and partnerships, and translate program delivery into measurable business outcomes.
Health & Life Science Program Executives are at the helm of AI and Agentforce transformations that revolutionize patient outcomes and clinical workflows through autonomous, intelligent agents. They lead cross-functional teams that deploy cutting-edge digital workforces that bridge the gap between complex biomedical data and actionable healthcare insights], driving the next frontier of life sciences innovation.
Their success is defined by what they deliver, what they prevent, and the customer confidence they command.
Your Impact

• AI and agentic delivery are embedded in how you work: you actively leverage AI tooling and agentic workflows to optimize how your program teams deliver. You reduce manual overhead, accelerate insight, and model the productivity gains customers are investing in Salesforce to achieve.
• Engagement Success is well-defined and honored: you create the program strategy, management approach, governance, and guide the customer at the executive and program level to align on the objectives and outcomes of the engagement as well as the KPIs to measure its success.
• Customer outcomes are owned with clear accountability: you are the executive-facing delivery contact for your engagement(s) and are responsible for communications with the client and within Salesforce up to the CxO level regarding expectations, performance, governance, and issue escalation and resolution during the course of delivery. You earn trust through consistently-accurate forecasting, honest risk communication, and follow-through.
• The delivery team performs at a higher level because you're in it: you effectively lead, inspire, and uplift Salesforce Professional Services team members - coaching them to perform at a higher level while contributing to the internal processes, artifacts, and methodologies that raise the floor for service delivery across our most strategic accounts. What you learn and implement travels.
• The full engagement is yours to deliver: you are accountable for overseeing end-to-end service delivery and meeting every contractual commitment. You work with the customer to amend and approve changes as necessary. Bid-versus-delivered margin is your financial accountability.
• Value delivered translates into real adoption and consumption: you drive the transformational changes, especially around AI and agentic capabilities, needed to achieve customers' objectives, informed by deep industry and product expertise. You align IT strategy, governance, processes, and stakeholder decisions to ensure system satisfaction, adoption, and consumption directly deliver profound customer impact.
• Risk is managed before it manages you: you anticipate, mitigate, and manage risk to Salesforce and the customer, taking decisive program action to address risk profiles ensuring every customer achieves successful desired outcomes. You raise signals with a recommended path, not just a problem statement. Surfacing a risk is success; being surprised by one is not.
• White space becomes pipeline and internal alignment sustains it: you proactively build and expand business relationships which enable Salesforce to support, transform and win business that delivers mutual value, working hand in hand with Sales, Success, Technology & Product, and Support to drive customer adoption initiatives and maintain alignment as One Salesforce. You ensure alignment with Sales and develop multi-threaded executive relationships within accounts to accelerate value and improve customer outcomes. Delivery-originated pipeline is a portfolio metric, and you are one of its primary sources.

Minimum Requirements

• Demonstrated experience applying AI productivity tools, automation, or agentic workflows within a professional services or program delivery context. Able to articulate measurable impact on delivery efficiency, team output, or customer outcomes
• 12+ years of professional services or consulting delivery experience, with direct accountability for program execution across financials, risk, scope, and customer outcomes
• Demonstrated track record leading large, complex programs ($10M+) with measurable outcomes that have positively impacted the business
• 5+ years leading large, cross-functional delivery teams across multiple geographies and workstreams, with the ability to lead both direct and indirect team members, including third-party system integrators, without positional authority
• Direct experience managing program financials at the engagement level, including forecasting to budget, financial management, revenue control, earned value analysis, contingency management, and delivered-versus-bid margin
• End-to-end knowledge of the concepts, practices, procedures, and deliverables associated with system development, implementation, and operational readiness, including the ability to partner with technical teams on comprehensive operational planning and address technical issues as they arise
• Proven ability to lead steering committee and executive-level customer relationships, including the ability to conduct difficult data-driven conversations around budget, resources, timelines, and formal outcomes and drive decisions under pressure
• Experience conducting structured sales-to-delivery handoffs or equivalent intake processes that establish delivery from a position of clarity. Every project starts with context, confirmed scope, and named risk, not rediscovery
• Demonstrated ability to identify and escalate delivery risk proactively with clear examples of surfacing issues early enough to course-correct outcomes before they reach the customer
• Ability to collaborate effectively across global time zones and geographies.
• Outstanding executive presence and communication skills, verbal and written, including the ability to lead high-powered workshops and effectively tailor messaging based on audience
• Must be able to operate as a fully billable IC

Preferred Qualifications

• Hands-on experience delivering Agentforce or equivalent AI platform implementations at the enterprise level. Ability to credibly advise customers on agentic enterprise transformations.
• PMP, PgMP, or SAFe certification, or equivalent demonstrated program management discipline applied at scale across long-duration, high-complexity engagements; PMI standards and SPSM methodology are the dual frameworks this role enforces daily
• Agile SCRUM Master certification
• 10+ years using and/or implementing the core Salesforce products (Sales Cloud, Service Cloud), ideally as a consultant, with a significant understanding of the Salesforce platform in order to influence strategic and value discussions at a management/executive level
• Salesforce platform certifications (Admin, Sales Cloud, Service Cloud, Marketing, etc.); these certifications will be a requirement as part of your role at Salesforce and are available through the global education reimbursement program
• Health & Life Sciences domain expertise sufficient to credibly advise at the executive level on industry trends, regulatory considerations, and the strategic implications of technology transformation within the vertical
• Experience operating in outcomes-based or fixed-fee delivery models where margin is set at the proposal and protected through execution discipline - not recouped through change orders after the fact
• Demonstrated ability to negotiate and resolve conflict in a delivery context - including change order negotiation, scope dispute resolution, and steering committee decision-forcing

Additional Information

• Possible travel of about 25%, but exact travel requirements will vary based on customer.
• Bachelor's degree required.

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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In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.
At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.The typical base salary range for this position is $212,700 - $374,400 annuallyThere is a different range applicable to specific work locations. In California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range for this role in those locations is $255,300 - $408,500 per year. Your recruiter can share more about the specific salary range for the job location during the hiring process.The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.