Senior Director (Customer Experience)
Location
United States
Posted
6 days ago
Salary
Not specified
Seniority
Lead
No structured requirement data.
Job Description
To ensure the sustained health and success of our project portfolio, we are seeking a highly experienced leader to join our Delivery Excellence team. This role is specifically designed to support Coastal as it scales, supporting our evolving portfolio of complex projects. A successful candidate will be a strategic problem-solver and an expert operational leader who can quickly dive into troubled projects, assess root causes, develop comprehensive remediation strategies, and actively guide project teams and clients through the turnaround process to achieve project health and client satisfaction.
Role Responsibilities:
- Serve as the escalation point for both internal teams and client leadership during periods of high project stress.
- Own the overall health and risk profile of Coastal's largest and most complex customer accounts, with a direct focus on immediate intervention for Tier 1 Red Accounts.
- Lead and manage the entire lifecycle of project remediation efforts, from initial executive intake and diagnosis to successful stabilization and handoff.
- Develop, champion, and execute detailed, actionable remediation plans in collaboration with the Account Owner, Project leadership, and technical leads.
- Personally engage with client executive sponsors and project steering committees to reset expectations, rebuild trust, and secure alignment on the path forward.
- Identify systemic patterns and common failure points observed during remediation activities.
- Formalize and disseminate lessons learned into repeatable processes, training materials, and delivery methodologies to proactively prevent future Red Accounts.
- Provide clear, concise, and timely reporting to the executive team on the status, progress, and forecast of all active remediation efforts.
- Design and formalize Remediation Playbook based on observed failures, success metrics, and best practices.
- Drive systemic change within the delivery organization by implementing new governance models, quality gates, and early warning systems to improve overall project health.
- Work with Sales and Client Partners to ensure scoping and contracting practices mitigate known delivery risks identified during remediation.
- Mentor and coach across the organization on advanced risk management, conflict resolution, and client management techniques.
- 12+ years of progressive experience in leading complex Salesforce implementation projects within a consulting or professional services environment.
- 8+ years of demonstrated, hands-on experience in project rescue, turnaround, or remediation for multi-phase, large-scale technology projects.
- Deep expertise in Salesforce cloud products and the entire implementation lifecycle.
- Proven ability to operate in high-stakes situations, manage executive-level conflict, and drive consensus.
- A track record of success in managing a portfolio of projects and demonstrably reducing the overall percentage of "Red Accounts."
- Deep understanding of the financial and contractual implications of project failure and remediation.
- Excellent executive-level communication, negotiation, and presentation skills.
- Exceptional political acumen and proven experience successfully navigating complex client organizations at the C-level
- Must have full-time permanent US work authorization
- Bachelor’s Degree preferred, or equivalent experience
- Experience managing and rescuing multi-million dollar, at-risk, enterprise-level CRM/Salesforce transformation programs
- Flexible working hours with an emphasis on a life-work balance (in that order!)
- Remote friendly - “Live by the beach, work in the Cloud,” plus company office locations in Palm Coast, FL; Atlanta, GA; Tysons, VA; Lexington, KY
- Unlimited Paid Time Off (RTO), 401K with Company Match, and Medical, Vision, & Dental coverage
- Competitive quarterly bonus opportunities
- Continuing education and certification reimbursements, specifically within the Salesforce & Snowflake ecosystems; plus occasional in-house competitions with spot bonuses
- A flexible and fun team culture! We value transparency, support, flexibility, growth, teamwork, fun, and so much more
- Frequent team and culture activities, virtual & in-person, including Lunch and Learns, Happy Hours, team-building events.
- Monthly All-Hands calls to bring the company together, and an open-door leadership policy with access to mentorship and guidance
- Opportunities for accelerated growth, networking, and career guidance and support
- Trust, transparency and respect across all levels of the company
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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