Company Overview 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 Partner, Silverline combines Strategic Advisory, technical implementation, and ongoing Managed Services to enable organizations to achieve maximum value with the Salesforce platform. Silverline is consistently ranked one of Glassdoor's Best Places to Work among small and medium size companies, among other accolades. Come be a part of our team Client Services Overview Our Client Services offerings are Managed Services for the next generation of Salesforce users. We provide our clients with flexible, strategic, and tactical ongoing services, focused on long-term success. The Client Services team builds trusted and valuable partnerships with our clients. Strategically, we build a short; mid and long-term plans that position our clients to leverage their investments in the Salesforce platform year-over-year. Tactically, we collaboratively lead a team of experts with a variety of skill sets providing post-implementation support and continuous delivery of enhancements to solve critical business issues with innovative solutions. Position Overview The Director of Client Services will be a senior leader for the Client Services team and will run our portfolio of financial services clients who have engaged us for continuous delivery of Salesforce.com as well as maintenance and support. Functional responsibilities align with those of a practice leader and will include sales support, client portfolio management, resource management, operations, and project success. Partner with sales during the pre-sales stage to research and understand client business challenges and drive toward value-added solutions. Leverage people, process, and technology to evolve a strategy for Silverline Consultants to successfully implement our client's Salesforce requests. Focus on project excellence and coach team members on how to handle various project scenarios using Silverline methodologies. Provide leadership and mentorship for direct reports while helping them with their personal development, career path, and overall success. Participate in Quarterly Business Reviews (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. Align with multiple departments across the organization to ensure key objectives are being met and opportunities are maximized for our industry-focused strategy. Education and Required Experience 10-15 years of professional services experience including 5 years of general management (20 person teams) and 5 years experience related to the successful delivery of organizational change work. Practice development experience preferred. Past experience in measuring progress of programs against established objectives such as revenue, expense management, utilization metrics, delivery quality, and customer satisfaction. Direct experience with Salesforce.com, project development lifecycle, and project management best practices. Proven track record of developing and maintaining profitable and referenceable customer relationships - Managed Services preferred. Excellent communication skills and strong leadership and presentation skills. Ability to synthesize information into clear, concise messages both for detailed analytical reports and executive summaries. Bachelor's Degree in Business Administration, Management, Computer Science, or related fields of study, or equivalent business experience. Willingness to travel up to 20% of the time is required. The following certifications are a plus: SFDC Administrator Certification SFDC Sales Cloud Consultant Certification SFDC Service Cloud Consultant Certification PMP Certification
