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Silverline CRM // end-to-end deployment of Salesforce products
Marketing, Full Time    Atlanta, GA    Posted: Tuesday, March 26, 2019
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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. Were a diverse group of cloud technology professionals with the same goal: to make our clients lives easier through technology & we have a good time while were at it! As a Salesforce Platinum Cloud Alliance Partner, Silverline combines Strategic Advisory, technical implementation, & ongoing Managed Services to enable organizations to achieve maximum value with the Salesforce platform. Silverline is the #1 Company to Work for among small & 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 & processes, enablement, go to market, organizational alignment & 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 & technology to evolve a strategy for Silverline Consultants to successfully implement their Clients CRM strategies
  • Partner with sales during the presales stage to research & understand client business challenges & 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 & maximizing project profitability
  • Provide leadership & mentorship for direct reports while helping them with their personal development, career path, & overall success
  • Identify gaps in processes & 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 & renewal business
  • Assume areas of ownership within Client Services department for internal & external development of staff, processes, procedures, methodologies, areas of excellence

Education & 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 & leading client workshops
  • Direct experience with Sales/CRM,, Project development lifecycle & Project Management best practices
  • Ability & confidence to work closely with, & advise, senior executives at a given customer
  • Experience assessing business objectives & 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, & customer satisfaction
  • Demonstrate ability to work across all areas in an organization & manage various functions & resources
  • Excellent communication skills & strong leadership & presentation skills
  • Strong writing skills including the ability to synthesize information into clear, concise messages both for detailed analytical reports & executive summaries
  • Ability to work independently, work with a remote team, think creatively, manage own time, & take initiative to drive projects
  • Proven track record of developing & maintaining profitable & referenceable customer relationships
  • Confirmed experience to proactively identify, assess, & mitigate risks during bid development & project execution; manage delivery of projects; identify, develop, & close services engagements; develop winning & profitable proposals
  • Ability to build out value proposition presentations & package offerings for Client Services during pre-sales cycle addressing all facets of the implementation process
  • Past experience & responsibility for contract review, negotiation, & approval of all Professional Service implementations
  • Bachelors 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
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