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Senior Manager, Services (Implementation/Delivery)
Customer Success – Professional Services
US - Remote

Job Title:   Senior Services Manager

Location:  United States - Remote
 
Role Description:
We are seeking an innovative and passionate individual who will drive highly efficient resource management and operational processes for a large portfolio of Strategic Projects in US & Canada.  This includes a combination of managing current state operations in a fast-moving environment, while simultaneously seeking to identify, prioritize, and implement process improvements within our Enterprise+ Delivery Region. This individual has consulting experience and understands the deliverables of our consulting teams; he/she will work to better understand and improve the backend processes that help our delivery team thrive. This resource will work closely with several areas of the business including the Project Delivery Consultants, Delivery Leads, Regional Operations Managers, and Product/Practice/Community Leads.
 
Your Impact (Responsibilities):  
  • Current state operations:
    • Partner with the ESBP for the Enterprise+ Delivery Region to lead People Management initiatives for our team
    • Collaborate with Product/Practice/Community Leads to ensure the Consultant Group is represented in the enablement and other offerings of the Community Groups
    • Drive reporting and visibility with regard to Enterprise+ resource availability
    • Collaborate with Regional Delivery Leads and Regional Operation Managers to facilitate efficient and effective staffing placement
    • Help staff the resources within the Enterprise+ Delivery Region to ensure they are meeting his/her effective and billable utilization targets
    • Directly manage a team of Project Delivery Consultants, working with them on learning path compliance, career coaching, and performance management
    • Onboard all regional new hires
    • Support CSG Bootcamp
  • Future state operations:
    • Align with Enterprise+ Regional Delivery Leads to harvest lessons learned from completed projects (via RAQ process) project retrospective program and collaborate with Cloud Practices on the outcomes
    • Create a Client Readiness program to ensure we are staffing, onboarding and launching Strategic Projects effectively
  
Basic Requirements:
  • Bachelor’s Degree from an accredited university, or equivalent work experience
  • 8+ years of consulting, consulting management, professional services or human resource experience
  • Strong ability to interact with functional and technical consultants, sales, technical services, and c-level executive management teams
  • Demonstrated ability to develop, implement, and maintain career development and project delivery programs and methodologies
  • Prior experience in recruiting, interviewing, and evaluating candidates for professional services careers
  • Ability to succeed in a highly matrixed environment
  • Demonstrates extensive knowledge of project planning and execution
  • Ability to lead, motivate, and focus on team and individual objectives
  • Experience managing others and performing role of counselor and coach
  • Strong communication, presentation, and organizational skills
  • Excellent problem-solving and analytical skills
  • Ability to multi-task in a dynamic environment
  • Wide latitude for decision-making
  • Collaborative and consultative work style
 
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s “World’s Most Innovative Company” five years in a row and one of Fortune’s “100 Best Companies to Work For” eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.



*LI-Y

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