Phil Pedlikin

About Phil Pedlikin

Running an AI-enabled services organization requires far more than occasional AI use or marginal efficiency gains. It demands exceptional people management, world-class customer service, rigorous financial discipline, deep domain expertise, and an intimate understanding of how to apply AI to achieve service outcomes. If you want your services organization to become the envy of your industry in the AI era, you need leadership that can integrate all of these elements.Building such an organization requires a clear set of operating tenets:1. Make AI an integral part of services planning and delivery.2. Maintain high utilization.3. Protect and strengthen pricing where it matters.4. Make selling services simple and repeatable.5. Deliver consistent execution excellence.6. Invest in and support your people.7. Publicize and celebrate successes.8. Fund the non-billable roles that enable scale.9. Empower teams to manage discretionary and free work responsibly.10. Prioritize your most successful customers.11. Sustain strong morale across the organization.These principles may sound simple, but executing them is not. Success requires a services organization that both uses AI internally and delivers AI-driven solutions to customers. It requires leaders and teams capable of driving revenue growth, profitability, and customer success simultaneously.Achieving this balance takes experienced leadership—someone who understands both large and small organizations, software companies, services partners, and the many ways they intersect. It also requires a leader who can mentor and develop people at every level—VPs, senior directors, technical specialists, functional experts, and early-career consultants—so they become stronger, more focused, and more capable contributors to the organization’s success.

Experience

1. Senior Director, Engagement Delivery

   Salesforce

   Aug 2023 — Present · Vienna, VA, US

   As a lead architect of customer success at Salesforce, I drive large-scale digital transformations for global enterprise clients, specializing in Agentforce (AI) and multi-cloud implementations. I manage the end-to-end lifecycle of Salesforce’s most complex services engagements, ensuring technical excellence, financial health, and measurable business impact.Key Contributions & Impact:Generative AI Strategy & Implementation: Lead extensive Agentforce deployments for multinational financial institutions, integrating AI into financial planning, portfolio monitoring, and presentation development to enhance advisor efficiency.Large-Scale Program Governance: Directed one of the largest programs in the Salesforce services portfolio, owning full delivery, personnel leadership, and internal/external stakeholder communications.Global Digital Overhaul: Orchestrated a multi-year transformation that replaced legacy B2B and e-commerce systems with Salesforce Commerce Cloud (SFCC), resulting in one of the company\'s most significant global \"Go-Live\" events in 2024.Cross-Cloud Expertise: Leverage deep technical proficiency across the Salesforce platform to align multiple clouds with client sales, marketing, and operations goals.Operational Excellence: Responsible for the P&L and overall financial success of programs while maintaining a consistent focus on driving customer ROI through AI-driven automation.Certifications: Agentforce, Salesforce Platform, and key Cloud Architectures.

Education

• Brown University

  BA, Economics and History

• George Mason University

  Ph.D., Public Policy

  2010 — 2020

• George Mason University

  MBA

Skills

• Start-Ups
• Software as a Service (Saas)
• Business Development
• Performance Management
• Crm
• Management Consulting
• Strategy
• Customer Relationship Management (Crm)
• Business Process Improvement
• Process Improvement
• Business Analysis
• Talent Acquisition
• IT Service Management
• Change Management
• Program Management
• Organizational Development
• Business Intelligence
• Project Management
• Professional Services
• Customer Service
• Saas
• Management
• Leadership
• Sales Process
• Requirements Analysis
• Cloud Computing
• Strategic Planning