VP of Customer Platforms – Salesforce in London

Steadman Brown are working with a globally Technology business who are looking to hire a VP of Customer Platforms. Salesforce and Gainsight sit at the heart of this organisation, and as they continue to scale globally, they are keen to hire a VP of Customer Platforms and Experience, with the specific task of owning and developing their CX platforms, namely Salesforce Service Cloud, Gainsight and various LMS tools.

Working closely with the organisations R&D teams to continually develop and enhance the customers digital experience, the VP of Customer Platforms will be responsible for creating, refining and executing the Customer Platforms Digital roadmap.

Your Role

• Define, own and deliver a multiyear roadmap across Customer Experience platforms including Salesforce Service Cloud and Gainsight.
• Work alongside R&D to develop digital experience product capabilities, integrating new SaaS and AI led tooling to drive customer experience and success.
• Own Architecture, Governance planning and the wider data roadmap across Customer Platforms environment.
• Own stakeholder relationships, including Customer Success, Customer Service and C-suite.
• Refine and execute an in-house capability strategy, reducing external partner dependency, through the recruitment of in-house Salesforce and Gainsight experts.
• Lead the organisation through the transformation of implementing Salesforce Experience Cloud.

Your Experience

• Extensive experience leading Customer digital platforms within major businesses.
• Strong experience with both Salesforce Service Cloud and Gainsight.
• Proven experience architecting customer centric digital solutions, before owning the delivery lifecycle: design, build, test, deploy.
• Experienced managing 3rd party vendors, to drive continuous development of the platforms and product suite.
• Experience building and managing delivery teams in the UK and offshore.
• Prior experience working for a consulting organisation highly advantageous.