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Client Services Director

Company: Silverline
Location: Providence
Posted on: June 12, 2019

Job Description:

Company OverviewDo you want to be part of a fast-paced environment, supporting the growth of cutting edge technology in cloud computing?Silverline employees are passionate about what they do. We're a diverse group of cloud technology professionals with the same goal: to make our clients' lives easier through technology and we have a good time while we're at it! As a Salesforce Platinum Cloud Alliance Partner, Silverline combines Strategic Advisory, technical implementation, and ongoing Managed Services to enable organizations to achieve maximum value with the Salesforce platform. Silverline is the #1 Company to Work for among small and medium size companies in this years annual Glassdoor Employees' Choice Awards, a list of the Best Places to Work in 2018. Come be a part of our team!Position OverviewThe Director of Client Services will be a senior leader for the Client Services team providing management in specific functional areas with an eye toward managing a region as we scale.Functional areas of Client Services include sales support, portfolio management, resource management, operations and processes, enablement, go to market, organizational alignment and team infrastructure. Some of the key responsibilities will be:Help build Practice by establishing processes, procedures, templates for pre-sales through project delivery while supporting Sales team in a pre-sales support capacityLeverage people, process and technology to evolve a strategy for Silverline Consultants to successfully implement their Client's CRM strategiesPartner with sales during the presales stage to research and understand client business challenges and drive towards value added solutionsCoach team members on how to handle various project scenarios; Coach team members on project excellence while using SL methodologies and maximizing project profitabilityProvide leadership and mentorship for direct reports while helping them with their personal development, career path, and overall successIdentify gaps in processes and determine plan for improvementsParticipate in QBRs, assisting with value realization benefits for our customers in order to provide high class customer satisfaction as well as opportunities for upselling and renewal businessAssume areas of ownership within Client Services department for internal and external development of staff, processes, procedures, methodologies, areas of excellenceEducation and Required Experience (Requirements)5+ years general management/software consulting experience managing 20+ person teams5+ years experience related to the successful delivery of organizational change work Experience conducting business interviews and leading client workshopsDirect experience with Sales/CRM, Salesforce.com, Project development lifecycle and Project Management best practicesAbility and confidence to work closely with, and advise, senior executives at a given customerExperience assessing business objectives and defining change strategy to meet objectivesPast experience in measuring progress of programs against established objectives such as revenue, expense management, utilization metric, delivery quality, and customer satisfactionDemonstrate ability to work across all areas in an organization and manage various functions and resourcesExcellent communication skills and strong leadership and presentation skillsStrong writing skills including the ability to synthesize information into clear, concise messages both for detailed analytical reports and executive summariesAbility to work independently, work with a remote team, think creatively, manage own time, and take initiative to drive projectsProven track record of developing and maintaining profitable and referenceable customer relationshipsConfirmed experience to proactively identify, assess, and mitigate risks during bid development and project execution; manage delivery of projects; identify, develop, and close services engagements; develop winning and profitable proposalsAbility to build out value proposition presentations and package offerings for Client Services during pre-sales cycle addressing all facets of the implementation processPast experience and responsibility for contract review, negotiation, and approval of all Professional Service implementationsBachelor's Degree in Business Administration, Management, Computer Science or Related Fields of Study or equivalent business experienceWillingness to travel up to 10% of the time is required.The following certifications are a plus but not required:SFDC Administrator CertificationSFDC Sales Cloud Consultant CertificationSFDC Service Cloud Consultant CertificationPMP Certification

Keywords: Silverline, Providence , Client Services Director, Executive , Providence, Rhode Island

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