Aroha Technologies

Compensation

Full Description

Role: Director - Customer Success (Portfolio Management - Salesforce) Location: Remote Employment Type: Permanent (Full-Time) Domain/Industry: Salesforce Cloud Year of Experience: 10+ Years Overview : Reports to: Managing Director, Salesforce Director, Portfolio Management (Salesforce, MuleSoft, Tableau) - Customer Success & Growth We are seeking a Director of Portfolio Management with deep experience across Salesforce, MuleSoft, and Tableau to drive customer success, account growth, and portfolio health. This role owns outcomes across a multi-account portfolio, ensuring high CSAT on current projects, expanding footprints through aligned value roadmaps, capturing ACV, and orchestrating growth with Practices, Client Partners, and Channel teams. This position reports directly to the Managing Director of Salesforce. Requirements Responsibilities : • Customer Success and Delivery Governance • Own end-to-end portfolio health across multiple enterprise accounts (Salesforce, MuleSoft, Tableau programs) • Drive quarterly success plans per account: business objectives, value metrics, risk/mitigation, and expansion paths • Manage CSAT for all in-flight engagements; lead Executive Business Reviews (EBRs) and QBRs • Establish delivery governance (RAID, change control, dependency management) and ensure on-time, on-budget outcomes • Ensure best-practice architecture alignment across Salesforce clouds, MuleSoft API-led connectivity, and Tableau analytics Growth & ACV • Build and execute multi-year roadmaps with clients to expand use cases and platforms • Identify whitespace and expansion opportunities; convert into qualified pipeline and ACV • Partner with Sales/Client Partners for pursuit strategy, proposals, SOWs, and commercial models • Track ACV capture, renewals, and upsell using Salesforce CRM; ensure forecast accuracy and stage progression • Leverage Tableau to maintain growth dashboards (revenue, margin, CSAT, adoption) • Partner and Internal Alignment • Align with Salesforce AEs, SEs, and Success teams for co-sell, MAPs, and marketplace motions • Coordinate with MuleSoft specialists on API strategy, Center for Enablement (C4E), and reuse KPIs • Collaborate with Practice Leads for solution quality, staffing, and capability development • Work with Channel/Alliances to structure partner-led plays, MDF usage, and joint GTM • Ensure consistent messaging and positioning across Client Partners and Delivery • Value, Insights, and Reporting • Define and track customer value metrics (time-to-value, adoption, automation, API reuse, data-driven decisions) • Standardize Tableau portfolio dashboards: CSAT, delivery KPIs, risk heatmaps, ACV pipeline, utilization, margin • Use MuleSoft and Salesforce telemetry to inform executive insights and expansion narratives • Publish monthly and quarterly portfolio reports for internal leadership and client execs Operational Excellence • Maintain accurate Salesforce hygiene for accounts, opportunities, forecasts, and renewals • Drive resourcing and capacity planning across the portfolio; optimize utilization and margin • Enforce delivery frameworks, playbooks, and accelerators across engagements • Conduct post-implementation reviews; feed learnings into Practice assets and templates Team Leadership : • Lead and mentor Portfolio Managers/Engagement Leaders; establish performance goals and coaching rhythms • Build a culture of customer obsession, accountability, and continuous improvement