Director, Salesforce Program Leader

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. 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 Experience As an Engagement Delivery Director, you are a senior individual contributor and a foremost expert in delivering intended business value from the Salesforce platform. This is a fully-billable, high-impact role deployed as a Delivery Leader to our strategic and complex customer engagements. You will be responsible for the end-to-end success of programs, with a primary focus on maximizing platform adoption, demonstrating ROI, and mitigating revenue or license attrition risk. You will ensure that emerging capabilities, including agentic and generative AI programs, are delivered on time, within budget, and with a strict focus on quantifiable business outcomes. You will act as the key strategic advisor and point of accountability, building trust with executive stakeholders and ensuring the customer's long-term success on the platform. What You'll Actually Be Doing • Program Accountability: Assume ultimate accountability for establishing, executing and overseeing program governance to deliver strategic value-realization and recovery plans for strategic customer accounts, ensuring clear governance frameworks for complex multi-cloud and enterprise AI implementation roadmaps. • Executive Stakeholder Management: Engage directly with C-level stakeholders to build trust, define success metrics, and demonstrate measurable platform ROI. You will lead all executive stakeholder forums, like Steering Committees, focusing heavily on Performance Evaluation & ROI to help customers quantify the financial and operational business value of their AI investments. • Strategic Advisory: Serve as the primary, billable expert providing strategic oversight to ensure program delivery aligns with the customer's core business objectives. • Risk & Scope Management: Proactively identify, assess, and manage program risks, dependencies, and scope changes. You will own the executive-level escalation process and translate complex technical issues—such as AI compliance, data readiness, and security boundaries—into clear business implications. • Commercial Acumen: Lead and support pre-sales teams in initial scoping, change management, and identifying opportunities for expansion of the running program, accurately sizing the organizational change management and delivery effort required for generative AI and digital agent rollouts. • Delivery Governance: Define, structure, and oversee complex engagement models (e.g., T&M, Fixed Price), ensuring all delivery commitments, milestones, and scope are meticulously managed. You will champion an AI-First Delivery & Engineering methodology from a management perspective, tracking program health, team velocity, and delivery efficiency. • Cross-Functional Influence: Provide expert guidance and strategic direction to customer, partner (SI), and internal teams (e.g., MuleSoft, UI/UX, technical PODs) to ensure cohesive and successful program outcomes. • Subject Matter Expertise: Act as a deep subject matt