Head of Technology and AI Innovation - Life Sciences

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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 Senior Director, Technology and AI Innovation – Life Sciences is responsible for defining and accelerating the AI-enabled delivery strategy for Salesforce's global Life Sciences Professional Services business.

This executive will serve as the strategic bridge between Professional Services, Customer Success, Product Management, Engineering, and Global Delivery, ensuring that customer implementation experience directly influences product evolution, AI innovation, and delivery transformation.

Working across more than 50 global Life Sciences customer implementations today, with significant growth expected over the next several years, this leader will identify implementation patterns, prioritize innovation investments, and help shape the next generation of industry-specific AI capabilities, reusable assets, and delivery accelerators.

Leading a global team, this role will help transform delivery intelligence into scalable solutions that improve customer outcomes, accelerate AI adoption, and enable consistent, high-quality delivery across the Life Sciences industry.

Key Responsibilities

Industry Delivery Intelligence

• Develop a comprehensive view of implementation trends, customer challenges, and delivery opportunities across Salesforce's global Life Sciences portfolio.
• Identify common patterns across customer engagements and translate those insights into strategic opportunities for AI, automation, reusable assets, implementation accelerators, and delivery innovation.
• Establish a continuous feedback model that transforms implementation experience into scalable delivery capabilities.

Agentic Delivery Strategy

• Define the roadmap for Life Sciences-specific agentic delivery capabilities that improve implementation quality, delivery productivity, and customer outcomes.
• Prioritize the AI assets, accelerators, reusable frameworks, and implementation capabilities needed to bridge the gap between current product capabilities and customer demand.
• Recommend strategic investment priorities for industry-specific AI innovation and partner across Professional Services Technology to bring those capabilities to market.

Product & Customer Partnership

• Serve as the primary liaison between Global Professional Services, Customer Success, and Product Management for Life Sciences.
• Capture customer and delivery feedback and translate it into actionable product enhancements, roadmap priorities, and implementation best practices.
• Partner closely with Product Engineering to ensure implementation insights directly influence product strategy and future platform capabilities.

Cross Functional Leadership

• Serve as the executive subject matter expert for Technology and AI Innovation within the Life Sciences industry.
• Partner closely with Professional Services Delivery, Customer Success, Product, Global Delivery Centers, Agentic Innovation, Global Tools & Productivity Engineering, and Global Technology Foundations & Architecture to accelerate AI adoption across Life Sciences engagements.
• Help align industry priorities across delivery methodology, AI investments, reusable assets, and product innovation.

Industry Innovation Portfolio

• Define and prioritize the portfolio of Life Sciences-specific AI assets, implementation accelerators, reusable delivery patterns, and agentic solutions.
• Partner with the ProServ Agentic Innovation Lab and engineering teams to convert customer insights into scalable technical capabilities.
• Establish governance to measure adoption, business impact, customer outcomes, and value realization across the Life Sciences innovation portfolio.

Organizational Leadership

• Lead and develop a high-performing global team of approximately 20 professionals focused on industry innovation, architecture, delivery excellence, and AI enablement.
• Foster a culture of innovation, customer obsession, continuous learning, and AI-first thinking.
• Drive measurable improvements in customer success, delivery productivity, AI adoption, and operational excellence.

Qualifications

Required

• 15+ years of leadership experience in Professional Services, enterprise software, digital transformation, Life Sciences consulting, or technology organizations.
• Deep understanding of the Life Sciences industry, enterprise implementation programs, and customer transformation initiatives.
• Proven experience partnering across Product Management, Engineering, Professional Services, Customer Success, and executive stakeholders.
• Demonstrated success translating customer needs into product strategy, technology investments, reusable assets, or delivery innovation.
• Experience leading global, cross-functional organizations and influencing without direct authority.
• Strong executive communication, strategic thinking, and stakeholder management skills.

Preferred

• Experience with AI-enabled delivery models, Agentforce, agentic technologies, automation platforms, or enterprise AI solutions.
• Salesforce Life Sciences Cloud or broader Salesforce ecosystem experience.
• Experience building industry accelerators, reusable implementation assets, or customer success frameworks.
• Background in healthcare, pharmaceuticals, medical devices, biotechnology, or regulated industries.

Leadership Expectations

• Champion AI-enabled ways of working and accelerate the adoption of agentic capabilities across the Life Sciences delivery ecosystem.
• Serve as the voice of delivery by ensuring customer implementation experience directly shapes product evolution, AI investments, and delivery innovation.
• Foster strong partnerships across Product, Engineering, Customer Success, Professional Services, and Global Delivery to deliver measurable customer outcomes.
• Act as a multiplier by identifying patterns, scaling best practices, and enabling reusable solutions that benefit customers globally.
• Build and develop high-performing leaders while fostering a culture of innovation, collaboration, and continuous improvement.

Success Measures

Success in this role will be measured by:

• Adoption of Life Sciences-specific AI assets, accelerators, and reusable delivery capabilities.
• Measurable improvements in implementation quality, delivery productivity, and customer outcomes.
• Product roadmap enhancements influenced by customer implementation feedback.
• Reduction in recurring delivery challenges through reusable assets and standardized delivery patterns.
• Increased AI adoption across Life Sciences customer engagements.
• Growth in reusable implementation assets and industry accelerators leveraged globally.
• Employee engagement, organizational capability, and innovation within the Life Sciences Acceleration Hub.

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Why This Role Matters

Life Sciences represents one of Salesforce's most strategic growth opportunities. As customer adoption accelerates, the ability to learn from every implementation and rapidly translate those insights into AI-powered capabilities, reusable accelerators, and product enhancements will become a key competitive advantage.

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