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Senior Vice President – Manager, Enterprise Salesforce Platform Print

City National Bank
Los Angeles, CA

City National Bank's mission is to provide the ultimate banking experience for successful entrepreneurs and professionals through an uncommon dedication to extraordinary service, proactive advice and total financial solutions. City National started with a basic premise: Business is personal.

City National Bank is backed by $48.7 billion in total assets, and provides banking, investment, and trust servicesDiligentPartners very small logo-BW through 72 offices, including 19 full-service regional centers, in Southern California, the San Francisco Bay Area, Nevada, New York City, Nashville, Atlanta, Minneapolis, and Washington, D.C. The company and its investment affiliates today manage or administer $64.9 billion in client investment assets. City National provides entrepreneurs, professionals, their businesses, and their families with complete financial solutions. Highly personalized client relationships, combined with a full range of sophisticated financial products—commercial lending, private banking, and wealth management capabilities—plus the best talent in the financial industry distinguish City National from its competition. City National provides a premier banking and financial experience through a dedication to extraordinary service, proactive advice, and complete financial solutions. As of January 31, 2018, the Company had 4,500 colleagues. For more information about City National, visit cnb.com. On November 2, 2015, City National merged with Royal Bank of Canada. For more information about RBC, please see rbc.com. 

The Role

The Enterprise Salesforce Manager plays a leading role in defining the vision, roadmap, and execution of a “Digitally-Enabled” relationship bank. To achieve our growth and client-engagement objectives, this leader works closely with key stakeholders groups to build out the vision, roadmap, deployment, and support capabilities across Sales, Service, Marketing, and Analytics. They proactively advocate for to the needs of prospects, clients, and colleagues. They articulate the “art of what’s possible” through external benchmarks, competitive insight, and industry studies to introduce new ideas to drive success.

The Position: SVP – Manager, Enterprise Salesforce Platform

The SVP – Manager, Enterprise Salesforce Platform works with his/her IT Department counterpart (SVP, CRM Technology) and others to lead a team of internal and external resources on a mission-critical implementation of Salesforce across the enterprise.

In addition to the partnership with IT, this position requires significant use of initiative and independent judgment in managing the direction and roadmap initiatives, collaborating with other stakeholders from City National's business units and CRM program area, as well as external consultants, third-party vendors, and Salesforce.

Basic Function

  • Responsible for the continued business success, governance, roadmap, and adoption of the overall enterprise-wide deployment of Salesforce and its surrounding ecosystem at City National Bank.
  • Works closely with the individual lines of business, functional owners, and key stakeholders to ensure consistency in the execution of the broader vision.
  • Acts as a change agent by introducing best practices for sales, service, and marketing capabilities; helps educate the organization on pathway forward. 
  • Maintains strong relationships with executive stakeholders to align LOB needs balanced with Enterprise objectives. 
  • Keeps an eye on transformational capabilities for the ecosystem that can accelerate business objectives, including data, analytics, AI/ML capabilities, etc.
  • Works with partners to define and execute upon the broader roadmap to build a digitally-enabled relationship Bank.


  • Sponsorship and ownership of the Salesforce.com platform, including active and visible advocacy across user groups.
  • Manages the business-oriented portion of the Center of Excellence, acting as an advocate of both client and colleague needs. 
  • Liaise with executives to understand business priorities and validate roadmap.
  • Work with key stakeholders, including divisional leaders, the sales strategy council, digital channels, B&IS and BATS to codify business imperatives into a 1/3/5-year implementation vision and roadmap.
  • Acts as the business owner of the platform, responsible constructing, validating, and managing the vision, roadmap, resources, engagement model, and adoption. Understands the sequential order in which capabilities should be developed to build a strong foundation before pursuing incremental benefits.
  • Works with executive stakeholders to understand business priorities and challenges; helps suggest and identify improvements to address needs.
  • Manages the business team, consisting of the Product Owner, Adoption and Change Management, and User Engagement through an Agile model.
  • Helps craft out the business case and resourcing needs to further expanded capabilities, including but not limited to agile scrum teams, effectiveness/capabilities functions, metrics and analytics, etc. 
  • Close partnership with the Technology owners to validate shared roadmap.
  • Fosters a sense of partnership with leadership and representatives from Lines of Business, staff, and related functions. Partners with peers in Technology and Digital to build out an aligned roadmap for the organization.
  • Works closely with the broader internal and external innovative communities to understand relevant solutions and capabilities to drive business success.
  • Builds out metrics to track the business performance and operational achievements in the Center of Excellence.
  • Assisting the development of business cases.
  • Communicates project status and milestone completion to Executive Management, Business Leaders and IT.
  • Defines the change management / user adoption strategy and metrics.
  • Manages potential project roadblocks, risks, and issues, and ensuring timely and effective resolution.
  • Manage Salesforce program to the overall budget, schedule, scope of projects, and compliance with City National Bank policies and practices.
  • Supports and reinforces targeted behaviors that contribute to goals and colleagues understanding of CNB’s vision for Salesforce. 
  • Supporting team through change while minimizing disruption and keeping focus on productivity and morale. 
  • Provides focus and clarity in establishing individual goals, driving performance management, supporting career development and rewarding strong performance.
  • Executing Performance Management processes, including ensuring development plans and performance reviews are in place.
  • Works to develop competencies and skillsets to keep up-to-date with agile tools and processes (i.e., provide training).
  • Supporting senior management in the development of workforce skill sets in order to meet transformation needs and achieve strategic goals.
  • Develops program resourcing strategy and plans with the teams.
  • Designs and executes continuous improvement of processes to nurture team productivity.
  • Holds team members accountable.
  • Completes all required training.
  • Complies fully with all Bank policies and procedures, as well as all regulatory requirements.

Basic Qualifications

  • Bachelor degree required, MBA or relevant graduate degree preferred.
  • Minimum of seven (7) years of experience working in a financial services organization with emphasis in Wealth Management, Private or Commercial Banking.
  • Minimum of five (5) years of experience with CRM applications.
  • Minimum of five (5) years of experience managing large scale projects.

Abilities, Job Skills and Knowledge

  • Must have 5-7 years of experience in a managerial role supervising a team.
  • Experience with Salesforce.com required.
  • Must have very strong verbal and written communication skills with the ability to communicate effectively at all levels of the organization.
  • Must be highly motivated and have experience running projects with transformational potential.
  • Ability to influence and educate leadership, peers, and directs on best practices in building out a digitally-enabled relationship-driven organization.
  • Must be able to effectively solve problems while considering all stakeholders.
  • Comprehensive and holistic thinker who can understand end-to-end processes and projects alike.
  • Ability to effectively manage a budget.
  • Deep experience working cross-functionally with leadership to meet the needs of clients, colleagues, leadership, and expanded stakeholders (regulatory needs, etc.).

Personal Characteristics

The successful candidate will have the following personal characteristics:

  • Strong leadership and interpersonal skills
  • Comfortable being held accountable for achieving results
  • Has the desire, patience, and persistence necessary to undertake new challenges and to develop and lead; balances these characteristics and actions with sound judgment
  • Great integrity and high ethical standards
  • Analytical and intuitive
  • Proven ability to establish and maintain effective relationships with widely diverse groups

In addition, she/he will exhibit those qualities that are consistent with City National Bank’s “P.R.I.D.E.” statement as follows:

  • Ability to work together as a team, investing in the personal development of team members, and recognizing and celebrating the team’s success
  • Integrity in valuing diversity, communicating openly, and maintaining high professional and ethical standards
  • Dedication to achieving profitability and planned goals, delivering quality service and expertise, and intelligently managing risk
  • Entrepreneurial spirit, acting with initiative and tenacity, continually seeking out new business, pursuing better, more innovative ways of doing business, and delivering with excellence

This is an extraordinarily exciting time to be part of City National Bank. Long known as the largest commercial bank headquartered in Los Angeles, and respected for its superior treatment of its clients, the 2015 merger with RBC presented an opportunity for the Salesforce team to take its high performance to the next level, and the team has made quite a bit of progress since that time. With RBC’s continued investment, City National’s leadership team has an opportunity to leverage technology solutions more often associated with banks many times the size of City National, and to be a beachhead as RBC extends its reach into the U.S. market.

City National Bank has entrusted Diligent Partners with the exclusive management of this important search. CLICK HERE to register for this position.



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