Senior Director, Client Partner Portfolio (Professional Services)

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Department Description

Salesforce Professional Services focuses on delivering strategic engagements that define transformational opportunities and articulate clear plans for execution of change programs. We rely on our team’s expertise and specialisms to engage with executive-level customers to agree on specific business goals and actions to ignite the full value of Salesforce. Our approach considers people, process, and technology — and a successful engagement includes recommendations to the business for change to support deeper, more relevant use of the Salesforce platform.

Overview of the Role

The Salesforce Professional Services business is growing at an unprecedented rate. In order to evolve and meet our customers’ increased needs and expectations, we are creating new ways of working rooted in deep industry expertise and relevance. As Senior Director, Client Portfolio Leader you will lead Salesforce Professional Services sales and delivery across a portfolio of cross industry customers in Canada. This role is a senior executive with experience and a passion for growing elite hard-working teams and successfully selling and delivering innovative professional services to Salesforce customers.

This role works as part of a highly matrixed, cross-functional team in close partnership and collaboration across Sales, Customer Success, and the wider Salesforce partner ecosystem. Bringing to bear existing tools and methodologies as well as innovating new ways of working, the Portfolio Lead helps customers improve their return on investment and time-to-value using Salesforce. They redefine traditional consulting models by focusing on business value, agility, and cloud practices, ensuring customer success, and developing lasting customer relationships. Their passion is a never-ending quest to innovate, improve, and enhance our service and product delivery methodologies, driving more value for our customers while achieving the professional services strategic and financial objectives.

This role requires deep understanding not only of the cloud technology landscape, but also unique industry-specific challenges, regulations, and expectations. You will craft strategies that unearth opportunities to create and enable customer value, manage the delivery outcomes, and champion a consistent industry strategy to grow and scale your book of business.

Leadership Skills:

• Strategic Problem Solver: Ability to translate details into bigger picture implications driving the business forward, challenging the status quo. Understands industry, market and organizational dynamics with the intellectual horse-power to handle growing complexity and ambiguity. Aligns the right resources to the task at hand; foresees and plans around obstacles.
• Talent Management: Has a passion for building great teams of consultants - shown ability to develop others who have significantly chipped in to company success with a history of making good hiring decisions and developing a strong bench of successors. Champions talent beyond own organization.
• Innovate for Growth: Always thinking about how to make improvements; able to implement changes that map to business strategy. Stays abreast of innovative technology trends.
• Focus on Customer Success: Builds and maintains relationships with customers; shapes solutions that have significant positive impact on their business and drives the successful delivery of programs / projects within the portfolio.
• Builds Trust and Credibility: Makes decisions based on organization’s values - actions are consistent with company’s core values. Ability to set clear vision - role models a growth mindset and shares mistakes widely for others to benefit and adopts a learning mentality.
• Lead & Adapt to Change: Thrives in a changing, dynamic environment - Relishes leading even when times are tough and models the attributes of a GREAT leader.
• Courageous Communicator: Must be able to take an unpopular stand if vital for the betterment of our business. Must encourage a clear and healthy debate while seeking the best alternative. This leader is looked to for direction in a crisis, faces adversity head on, and is energized by tough challenges.

Your Impact

• Lead and inspire Salesforce Professional Services teams engaged in both the pursuit of opportunities and delivery of programs / projects.
• Accountable for running and continually improving governance, quality assurance, and oversight of all projects in the professional services portfolio. Proactively identify and own driving delivery issues to resolution.
• Collaborate with Go-to-Market and Industry Consulting Teams to drive continued growth of services.
• Collaborate closely with delivery practices leadership to ensure a balance of supply and demand for resource skills and capacity in accordance with demands of the market.
• Work closely with the Sales organization and support solution sales process as part of a OneSalesforce Go-to-Market motion, including the development and enhancement of tools and methodologies that improve the sale of professional services.
• Review and approve sophisticated proposals and statements of work, participating in deal reviews and approvals.
• Ensure a thorough understanding of customer expectations through meetings with sales and discussions of contractual details with the customer at the planning meetings.
• Collaborate with Professional Services Marketing, Sales and Pre-Sales Teams, and the wider Salesforce business to shape solutions, including hands-on deal involvement in large sales pursuits that will accelerate value for our customers.
• Champion executive relationships and, when required, serve as the executive sponsor or support others inside the business who serve as the executive sponsor.
• Gain a deep understanding of our customers, their businesses, and industries, and help them realize their bold business value and transformations.
• Work with Salesforce Enablement, Training, and Employee Success Teams on ongoing professional development and skill development programs for all team members.
• Contribute to new and existing service offerings in partnership with Product Management and Development Teams.
• Accountable (in conjunction with the Global Services Operations Team) for running and continually improving repeatable processes that drive sustainable customer value and satisfaction and predictability of revenue.
• Collaborate with our ecosystem of Salesforce consulting partners to drive value for our customers.
• Responsible for achieving strategic and financial targets, including professional services bookings, revenue, team utilization, profitability, customer satisfaction, customer business value, team development, employee engagement, operational innovation and excellence.
• Provide management reports to senior management on customer status, resource utilization, and revenue forecasts as needed.
   

Required Qualifications

• Demonstrated ability in a Services leadership position with confirmed quota attainment and exceptional results building, handling success, bookings, revenue and margin while growing an annual business portfolio year over year
• 5+ years of work experience with deep industry expertise and knowledge of industry-specific challenges, regulations, and expectations 10+ years of proven experience leading, managing, coaching, and developing multi-disciplinary staff
• Strong technical acumen and experience working with technical teams, ideally on the Salesforce platform to influence strategic and value discussions (Salesforce certifications preferred, but not necessary)
• Track record in product and business model innovation – approach to create unique customer insights and convert them into replicable, scalable, profitable service offers
• Shown success at leading transformational projects to deliver customer outcomes through technology
• Senior leader able to operate effectively with C-level executives
• Strong eye for business and analytical skills with ability to think strategically as well as ability to handle details.
• Strong organizational and leadership skills to run multiple projects, responsibilities and staff.
• Exceptional relationship-building skills demonstrated by ability to grow and nurture relationships with internal stakeholders.
• Travel is an integral part of this role and will be based on individual customer needs.
• Degree or equivalent confirmed experience required. Experience will be evaluated based on the core proficiencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.

Preferred Qualifications

• Bilingual (English and French Speaking - Asset)

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