Professional Services Director

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Job Category

Customer Success Group

Job Details

Engagement Delivery – Sr. Director (Program Management), various openings to join a diverse team for the following industry verticals:

AMER Commercial and Enterprise (Manufacturing, Auto, Energy, Travel, Transportation, Hospitality, and Business Services) US
CMT (Communications, Media and Technology) US
PubSec (Public Sector, Non-profit, and Education) MUST be currently living/residing in the Virginia/Maryland/Metro/DC area. No exceptions.
 

Engagement Delivery – Sr. Director (Program Management) is a seasoned program management professional. They lead a team of Program/Project managers tasked with delivery for our most complex, enterprise-level customers. They may also lead a team of managers with direct reports. They are forward-thinking leaders responsible for hiring, building, and developing outstanding teams tasked with delivering the highest-quality customer-facing engagements. They also help ensure the success of these teams while securing the highest CSAT and business outcomes.

The Engagement Delivery Sr. Director collaborates with other leaders to ensure consistent delivery best practices and influences the overall global engagement and delivery approach. They are responsible for meeting and exceeding business targets, and providing leadership with accurate forecasts and metrics. They contribute to thought leadership and lead efforts to drive positive change, organizational initiatives, and V2MOM methods forward with executive-level engagement. They take ownership and personal responsibility for implementing change despite opposition or barriers and confidently make decisions in conditions of uncertainty. They also partner with their respective Communities, leadership, and other stakeholders to create and refine delivery tools and processes. They are strong mentors who lead by example and embody the Salesforce values.

Your Impact

• Lead programs by achieving alignment on program scope, and release planning, as well as aligning one or more teams on vision, business goals, creating the program structure, and securing cross-functional alignment.

• Drive teams through the Software engineering experience using Agile and demonstrated analytical and technical skills.

• Drive stakeholder meetings with key stakeholders for each program to help make key decisions, remove obstacles, and address key program issues. Be the key driver to ensure business goals are met and drive the strategic vision of each program.

• Develop strong partnerships with key functional stakeholders to drive focus on business goals. Be a trusted partner for executive management to ensure program success.

• Partner with cross-functional teammates to drive workgroup alignment meetings to address tactical release issues, dependencies, team status, production issues, metrics review, milestones, etc. (cross-functional - Product Owners, Scrum Masters, TechOps, Release Eng, Capacity, Functional Managers, Release Management).

• Provide visibility to program status (issues, risks, metrics, etc.) on an ongoing basis through push status reporting (to all stakeholders, team members, and interested parties).

• Manage "program/feature" dependencies across multiple teams, scrum teams, functions, divisions, and stakeholders.

• Anticipate and remove obstacles with a sense of urgency that slow down or prevent project teams from delivering on project goals.

• Provide monthly program reviews and updates at sprint reviews (deep dive into the current state of project goals, risks, and escalations).

• Create a collaborative environment that fosters creativity, innovation, and learning.

• Be a catalyst within the organization, someone who can help advance our Product & Technology strategy globally and drive others in the organization to change.

Responsibilities

• Bring strategic and tactical enterprise software project delivery experience to Salesforce clients

• Provide senior-level consulting and counsel to client business and technology executives as a trusted advisor

• Build strong executive client relationships to enable them to persuade and influence the direction of delivery and resolve key issues; manage client escalations and resolve through experience and relationship/trust-building

• Align multi-cloud delivery best practices, resourcing, team structure, knowledge, and assets

• Oversight and mentorship of project leadership and practitioners

• Support Delivery Assurance and the dissemination of Salesforce’s delivery standards and practices across programs

• Provide feedback, coaching, and training recommendations for Project Managers; ensure consistent delivery methodologies across the program

• Define and manage program governance (controls)

• Allocate and track the budget and resources across the program

• Align the organization or strategic direction that impacts the individual components and the overall program goals and objectives

• Create and lead project plans; monitor and review project progress and timelines; adjust schedules and plans as needed, and identify and resolve issues to ensure project success.

• Ensure on-time and on-budget delivery of large-scale programs while also ensuring that program gates and governance are properly adhered to during the execution of the project.

• Track utilization of project resources against the prioritization and budget. This includes on-time entry and approvals for project timesheets.

• Run routine execution of project implementations. Assist with the planning, tracking, documentation, and status updates for the project.

• Lead scope changes and ensures the project is delivered on time and within budget

• Able to run enterprise-level programs consisting of 50+ person teams with multiple delivery workstreams (3+) and complex integrations requiring multi-functional collaboration and management

• Exercise solid program leadership skills combined with a good eye for business and in-depth analytical skills.

• Identify opportunities to demonstrate all Salesforce technologies.

• Participate in end-to-end implementation planning including program management, issue management, communication, and organizational change.

• Leverage business knowledge and expertise to drive business process improvements.

• Have difficult conversations regarding budget, resources, and timeline and formally collect and communicate outcomes of those meetings.

• Accountable for all project deliverables, reviewing those results prepared by the team prior to submission to the client

• Identify, manage and mitigate program risk

• Minimum Required Qualifications & Skills

• 15 + years experience (with 5+ leading multiple work streams) in a project management role leading enterprise-scale CRM projects

• SFDC experience is not required but parallel implementation experience is required

• Demonstrated project leadership skills with direct responsibility for running project teams, budget, and schedule against a customer or vendor contract

• Lead internal and external project customers; confirmed negotiation, conflict management, issues, executive communication, and leadership skills

• Outstanding and effective interpersonal skills; along with good executive presence. Verbal and written; ability to work with remote teams during non-traditional business hours

• Ability to lead both small and enterprise-wide engagements, facilitate meetings, mentor teams of junior team members, and proactively run project risk ability to weigh business and technical requirements to identify dependencies, produce project plans and estimates

• Ability to proactively identify and handle project risks

• Ability to work effectively in a fast-paced, high-energy, team-oriented environment

• Ability to multi-task and perform effectively.

• Bachelor's degree in Business Administration and/or Information Technology or equivalent experience

• Agile SCRUM Master Certification

• PMP Certification

• Salesforce.com Certifications (Admin, Sales, Service, Marketing, etc.) preferred

LEADERSHIP QUALITIES

COMPOSURE: Strong customer-facing communication and the ability to support complex engagements
EXPERTISE: Solid grasp of industry-standard methodologies and implementation experience of the salesforce product suite
CREDIBILITY: Able to harmonize with various levels of an organization both technical and non-technical to discuss comprehensive solutions
CONSULTATIVE: Able to lead high-powered workshops and effectively tailor messaging based on the audience and subject matter
WILLINGNESS: Able to analyze customer issues, articulate comprehensive solutions, and craft a plan of action
LEARNER: Has a passion for continued education in new technologies and complex business and technical concepts
PASSION: Passionate about Customer Success and is a great listener
URGENCY: Ability to move fast and drive business value and results
OHANA: Embodies Aloha culture and is a great teammate that everyone enjoys working with and has a generous heart
TRUST: Ability to earn the trust of the customer and lives the company’s core values

Possible travel of about 25%, but exact travel requirements will vary based on customer

For Colorado-based roles: Minimum annual salary of $99,000. You may also be offered a bonus, restricted stock units, and benefits. More details about our company benefits can be found at the following link: https://www.getsalesforcebenefits.com

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