Salesforce.com, Inc Delivery Manager, Salesforce Industries in Boston, Massachusetts
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Customer Success Group
Delivery Manager - Salesforce Industries
Salesforce puts the customer first in everything we do - and our Delivery Managers are critical to the success of this approach. We are actively seeking multiple Delivery Managers to engage with our customers from early stages and help shape a plan to deliver the solution that will transform their business.
The ideal applicant will use implementation best practices and the Salesforce Industries product set to formulate a plan that will deliver value quickly, act as a platform for future innovation, and engage with the customer through deployment and execution.
Throughout the program, our Delivery Managers will advocate for the customer within Salesforce - reporting progress, identifying, articulating and mitigating risk, and coordinating activities and resources.
Be the primary customer interface and perform project management activities that ensure adherence to Salesforce Industries methodology
Establish and maintain trusted advisor relationships with client project stakeholders by providing vision and digital transformation leadership
Create and manage project plans; monitor and review project progress and timelines; adjust schedules and plans as needed; and identify and resolve issues to ensure project success
Work with our Sales team to develop Statements of Work, and then deliver the implementation against the contracted timelines
Ensure on time and on budget delivery of projects while also ensuring that project gates and governance are properly adhered to during the execution of the project
Have courageous conversations regarding project issues, risk management, budget, and timeline and formally capture and communicate outcomes of those meetings
Manage customer escalations and coordinate cross-functional teams to resolve critical customer issues, owning the communication back to the customer
Track utilization of project resources and manage this against the resource allocation and budget. This includes on time entry and approvals for project timesheets
Assist with the planning, tracking, documentation and status updates for the project
Able to manage one or two large projects or a couple of small to medium sized interrelated projects requiring complex cross-functional collaboration and management at the program level
QUALIFICATIONS & SKILLS
3-5 years experience in managing external client projects in positions of increasing responsibility in the delivery of business consulting and systems development
3-5 years experience in Project & Delivery Management roles
Enterprise CRM and Salesforce implementation experience (inside Energy/ Utilities or Health Insurance experience preferred).
Experience with business process expertise around Marketing, Sales, Customer Service, or Industry (i.e Energy, Utilities, Insurance or Health Insurance preferred)
Demonstrate project leadership skills, with direct responsibility for managing project teams, budget and schedule.
Demonstrate negotiation, conflict management and leadership skills.
Demonstrate project management skills with teams of up to 10+ people
Demonstrate history of delivering high quality results on schedule and within budget.
Outstanding and effective interpersonal skills; along with strong communication skills both verbal and written
Ability to weigh business and technical requirements to produce project plans and estimates
Ability to lead both small and enterprise-wide engagements, facilitate meetings, mentoring teams of junior team members and effectively managing client escalations
Manage and communicate with remote developers during non-traditional business hours
Ability to work effectively in a fast paced, high energy, team-oriented environment
Ability to multi-task and perform effectively under pressure
Agile SCRUM Master Certification - SAFe experience and qualifications an additional bonus
Salesforce Certifications (Admin, Sales, Service, Marketing, etc.) preferred but not necessary
Bachelor's degree in Business Administration and/or Information Technology or equivalent experience
Must be able to travel
COMPOSURE: Strong customer-facing communication and interpersonal skills with the ability to support complex engagements
EXPERTISE: Working knowledge of industry best practices and implementation experience of the salesforce product suite
CREDIBILITY: Able to interact 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 a team player 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
If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form (https://careers.mail.salesforce.com/accommodations-request-form) .
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