Client Services Director

Silverline Jobs - New York, NY

Company Overview

Do 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 Overview

The 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 capacity
  • Leverage people, process and technology to evolve a strategy for Silverline Consultants to successfully implement their Client's CRM strategies
  • Partner with sales during the presales stage to research and understand client business challenges and drive towards value added solutions
  • Coach team members on how to handle various project scenarios; Coach team members on project excellence while using SL methodologies and maximizing project profitability
  • Provide leadership and mentorship for direct reports while helping them with their personal development, career path, and overall success
  • Identify gaps in processes and determine plan for improvements
  • Participate 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 business
  • Assume areas of ownership within Client Services department for internal and external development of staff, processes, procedures, methodologies, areas of excellence
Education and Required Experience (Requirements)

  • 5+ years general management/software consulting experience managing 20+ person teams
  • 5+ years experience related to the successful delivery of organizational change work Experience conducting business interviews and leading client workshops
  • Direct experience with Sales/CRM,, Project development lifecycle and Project Management best practices
  • Ability and confidence to work closely with, and advise, senior executives at a given customer
  • Experience assessing business objectives and defining change strategy to meet objectives
  • Past experience in measuring progress of programs against established objectives such as revenue, expense management, utilization metric, delivery quality, and customer satisfaction
  • Demonstrate ability to work across all areas in an organization and manage various functions and resources
  • Excellent communication skills and strong leadership and presentation skills
  • Strong writing skills including the ability to synthesize information into clear, concise messages both for detailed analytical reports and executive summaries
  • Ability to work independently, work with a remote team, think creatively, manage own time, and take initiative to drive projects
  • Proven track record of developing and maintaining profitable and referenceable customer relationships
  • Confirmed 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 proposals
  • Ability to build out value proposition presentations and package offerings for Client Services during pre-sales cycle addressing all facets of the implementation process
  • Past experience and responsibility for contract review, negotiation, and approval of all Professional Service implementations
  • Bachelor's Degree in Business Administration, Management, Computer Science or Related Fields of Study or equivalent business experience
  • Willingness to travel up to 10% of the time is required.
The following certifications are a plus but not required:
  • SFDC Administrator Certification
  • SFDC Sales Cloud Consultant Certification
  • SFDC Service Cloud Consultant Certification
  • PMP Certification