Vice President, Global Account Activation & Remediation

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.

The right candidate is an elite enterprise executive with a proven track record of leading massive delivery transformations, managing high-stakes corporate turnarounds, and commanding multi-stakeholder ecosystems under intense pressure. You’ll:

• Define, architect, and continuously evolve the Global Governance Framework for Account Triage, Activation, and Remediation—establishing industry-leading risk-modeling, entry/exit criteria, and escalation thresholds.
• Direct the strategic deployment and monetization strategy of Customer Success Acceleration Teams, Product Sponsors, and specialized Success Architects across the global portfolio.
• Hold ultimate operational authority over the FDE Strike Team PODs; establish the global standards for high-risk interventions, engineering-led rescues, and critical-path milestone attainment.
• Drive systemic root-cause analysis from portfolio failures to influence and transform upstream Product Roadmaps, Sales scoping guardrails, and System Integrator (SI) certification programs.
• Serve as the final executive escalation point and corporate arbiter for all active rescue engagements globally, making definitive macro-level resourcing and financial prioritization trade-offs.
• Partner directly with C-suite stakeholders (SVP, EVP, and Executive Steering Committees) to deliver strategic portfolio-wide health briefings, risk forecasting, and revenue protection transparency.
• Govern global exit standards and long-term stability metrics, ensuring seamless knowledge transfer and organizational capability building back within BAU delivery teams.
• Exert executive influence over the Global Partner Ecosystem Lead, directly addressing systemic SI compliance failures, partner capabilities, and co-delivery risk structures.

Reporting Line: Reports directly to the SVP, Global Life Sciences Activation & Adoption, with a dotted line to the Executive Steering Committee.

Organizational Scope: Head of the Account Activation & Remediation Pillar. Directs a core team of senior strategists and maintains dedicated/prioritized resource allocation rights over global SWE, Product, and FDE Strike Team resources.

Collaboration: Serves as the primary executive peer to the Portfolio Strategy & Intelligence and Ecosystem Leads; acts as an executive escalation partner to Regional VPs of Customer Success, Professional Services, and Field Sales.

• Directly safeguards and retains Global Net New Annual Order Value (NNAOV) across the AFLS enterprise portfolio, minimizing churn and contraction.
• Owns the OpEx optimization and ROI of high-cost intervention assets (FDE Strike Teams, Success Architects), ensuring maximum financial efficiency of the rescue apparatus.
• Accountable for macro portfolio KPIs: Time-to-Stabilization (TTS), Net Promoter Score (NPS) post-remediation, and the continuous reduction of portfolio-wide re-escalation rates.
• Authorizes financial trade-offs and concessions required during critical account remediations to secure long-term customer lifetime value (LTV).

• Global Portfolio Retention Rate: Percentage of high-risk revenue successfully stabilized and retained annually.
• Systemic Risk Reduction: Measurable year-over-year decrease in accounts transitioning from moderate to high-risk due to predictive intervention framework efficiency.
• Operational Velocity (TTS): Reduction in average Time-to-Stabilization across the global portfolio without compromising delivery quality or customer satisfaction.
• Capital & Resource Efficiency: Optimization of cost-to-serve/cost-to-rescue ratios across specialized technical teams.
• Upstream Mitigation Impact: Successful…