Role and Responsibility Expectations:

The Salesforce Delivery Lead leads the business unit to ensure the highest standards of service delivery, resource management, and customer satisfaction. This role includes strategic planning, client relationship management, and operational excellence while fostering team growth and innovation.

1. Customer Satisfaction and Relationship Management

• Client Engagement : Ensure Service Delivery meets or exceeds client expectations, regularly measuring success through metrics like NPS and client retrospectives.
• Trusted Advisor : Act as a key advisor to clients, understanding their business challenges, recommending solutions, and collaborating with client teams.
• Account Management : Build and maintain relationships with senior executives at key accounts to articulate the business value of engagements. (this is NOT a sales position).

1. Resource Management and Team Leadership

• Team Development : Lead a team of Salesforce experts (from Senior Architects to Administrators), focusing on career growth, skill development, and performance reviews.
• Work Allocation and Utilization : Manage resource forecasting and allocation, ensuring team members maintain optimal capacity (aiming for 80% utilization for full-time consultants).
• Servant Leadership : Provide support and remove obstacles for the team, fostering a culture of continuous learning and collaboration.

1. Portfolio Management and Operational Focus

• Delivery Oversight : Ensure high-quality service delivery through stakeholder management, status reporting, and risk mitigation.
• Operational Excellence : Drive process improvements and operational best practices for seamless delivery, ensuring key performance indicators are met.
• Proposal and Pricing : Lead the development of proposals and pricing models for complex solutions, aligning with client requirements and business objectives.

1. Pre-Sales and Growth

• Strategic Alignment : Collaborate with Strategy, Sales, and Growth Leadership to align on Go-To-Market (GTM) strategy and offerings for Delivery verticals.
• Business Development : Develop ROI and economic models to support proposed solutions and identify new revenue opportunities through client relationship management.

1. Enterprise and Practice Strategy

• Solution Development : Ensure practice solutions address client needs and align with business growth objectives.
• Strategic Input : Contribute to business and technical strategy development, including RFI/RFP responses and solution architecture.

1. Consulting and Innovation

• SME Coordination : Oversee subject matter experts to deliver tailored client solutions.
• Innovation and Market Trends : Identify market trends and opportunities, proposing innovative solutions that drive business value and operational improvements.

Additional Responsibilities:

• Scope Documents : Contribute to the creation and delivery of Project Scope Documents and Statements of Work.
• QBRs : Participate in Quarterly Business Reviews (QBRs) to strengthen client relationships and drive business growth.
• Sales and Planning : Work with Sales and Growth Leaders to assist in business and sales planning, ensuring alignment with client needs.

As the Salesforce Delivery Lead, you will be responsible for driving delivery excellence, fostering team growth, and developing strong client relationships. You will balance the strategic needs of the business with the day-to-day tactical actions required to deliver high-quality solutions that meet client expectations.

Qualifications:

• 12+ years of relevant experience in the industry, with a proven ability to drive successful outcomes.
• Proven Leadership: Extensive experience leading software development teams, including hiring, mentoring, and fostering the growth of team members.
• Deep Technical Expertise: Strong proficiency in Salesforce development methodologies, technologies, and architecture.
• Business Insight: A solid understanding of business objectives and the ability to align technology strategies with organizational goals for maximum impact.
• Project Management Proficiency: A demonstrated ability to manage large, complex software development projects, including budgeting, planning, and resource management.
• Talent for building productive relationships with clients, stakeholders, and internal teams.
• Educational Background: Bachelor's degree in Computer Science, Engineering, Information Systems, or a closely related field.