Consumption Lead - Agentforce/D360

• Multiple Roles at Various Levels
• Segments: SMB, Commercial, Enterprise & Public Sector
• Location: Sydney, Melbourne & Auckland

What You’ll Be Doing & Why It Matters

Delivering customer success with Data + AI + CRM + Trust is the unique value proposition for Salesforce and the Customer 360 Platform. The Consumption Lead, Data360 & Agentforce (AFD360), demonstrates deep business, industry and product knowledge to partner with customers, guiding them to accelerate AFD360 consumption and return on investment with Salesforce.

The Consumption Lead role combines technical and commercial responsibilities, and will align with our ANZ SMB, Commercial, Enterprise and Public Sector customers. You will help optimise and drive growth in your assigned customer territories via use case adoption and expansion, by leading key customer stakeholders, managing executive relationships, and creating and implementing a clear consumption roadmap for the customer. You will also act as the post-sale technical lead for AFD360, using your technical credibility to engage at all levels of an organisation.

We have multiple Consumption Lead openings across Sydney, Melbourne & Auckland, supporting SMB, Commercial, Enterprise and Public Sector customers.

As the Consumption Lead, you will develop and implement technology strategies and provide architectural guidance so AFD360 integrates seamlessly with our customers’ existing systems. You will build relationships that help customers progress on their consumption journey and ensure the platform delivers value through real business outcomes and ROI.

The Consumption Lead team works with customers who vary in market segment, size, solution complexity and life cycle. As an individual contributor, Consumption Leads are constant learners: curious about Data & AI technologies and our customers’ businesses, with a strong bias for action and ownership, and led by customer obsession.

Core Responsibilities & Scope

• Collaborating across Core and Specialist Sales teams, Customer Success, and Builder/FDE teams. Strong stakeholder management is critical.
• Supporting presales on high-target accounts, and leading as the Consumption SME in implementation, enablement and overall customer success
• Leveraging account teams, services, customer success, education and support for tasks beyond your scope or expertise
• Creating, owning and executing a point of view on how key use cases (industry, product or outcome based) can be accelerated into production
• Being the voice of the customer on all things consumption, and navigating AFD360 Product and Engineering teams for new innovations, pilots and roadmap needs
• Providing internal and external updates on usage and customer health KPIs, covering risks, product adoption and use case progression
• Developing and maintaining mutual AFD360 success plans with customers
• Providing increased focus and technical accountability for the most complex customers who need guidance to accelerate adoption
• Develop knowledge of each customer’s AFD360 implementation and evangelise its capabilities
• Engage strategic customers to understand goals, assess capabilities and recommend how to accelerate consumption toward business and technology objectives
• Bring a passion for operational excellence that drives scalable consumption, ACV growth and customer success
• Guide impactful discovery conversations to uncover nuanced needs and identify creative solutions
• Guide customers on org strategy, governance and change management
• Apply hands-on AFD360 product knowledge to customer business priorities and roadmap
• Proactively identify risks to customer goals and build a mitigation plan with the account team
• Produce and implement an adoption path showing current state, target future state with timeline, and an enablement plan
• Deliver value and innovation by understanding customers’ key business challenges and growth potential
• Build executive-level relationships with customers’ IT and business leadership, sponsors and decision makers, working with the account team and Salesforce executives to network within accounts from the executive level down
• Recommend additional Salesforce services and advisory experts when appropriate
• Proactively communicate technical product changes, degradations, outages, end of life and other updates
• Collaborate with Salesforce product teams on solutions and roadmap, and advocate for key features through Voice of the Customer feedback

Minimum Requirements

• Experience: 7+ years in customer-facing solutioning for Data, Analytics, AI and CRM
• Technical expertise: Full-stack qualifications (CRM, Data Architecture, AI/ML) and experience managing technical relationships with C-level executives
• Communication and influence: Drives effective C-level conversations, facilitates difficult discussions and handles objections. Persuasive verbal, written, presentation and interpersonal skills that influence change in large organisations. English proficiency (written and verbal) is necessary for global collaboration.
• Trusted advisor: Proven success understanding customer motivations to drive business value, including integrating complex data architectures
• Customer success: Experience driving scalable GTM motions across SMB, Commercial, Enterprise or Public Sector selling organisations
• Industry knowledge: Deep understanding of industry-specific use cases, data architectures and integration patterns
• Product development: Hands-on experience building 0-1 products at startups or large companies
• Facilitation: Excellent workshopping and whiteboarding skills
• Proactive attitude: Self-starter who works independently while collaborating remotely
• Data ethics and privacy: Commitment to ethics, privacy and security best practices
• Salesforce Smart: Deep technical knowledge of the Salesforce platform (Salesforce Admin and Advanced Admin certifications, hands-on experience with Salesforce Clouds)
• Martech: Deep understanding of the Martech stack, with hands-on experience with Salesforce Marketing Cloud or similar products
• Data architecture and tools: Modern cloud data platforms (Snowflake, Databricks, BigQuery, Redshift), analytics tools (Tableau, Looker, Power BI), data programming models (DataFrames, pandas), and AI tooling (Python, R, Jupyter Notebooks, data wrangling, machine learning)
• AI and ML expertise: Experience with machine learning concepts (predictive and generative AI), and the ability to communicate value to diverse audiences
• Curiosity and continuous learning: Passion for exploring emerging marketing, data and AI technologies and research, sharing insights, and experimenting with pioneering approaches. Stays current on new LLMs and agentic approaches, and experiments with prompt engineering to drive innovation.

As a trusted advisor, you will partner closely with Salesforce Account teams to influence customer outcomes and accelerate AFD360 consumption.

NOTE: This is an office-flexible role. The expectation is to be in-office 2-3 days a week when local to an office.

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