The Enterprise Managed Services Lead is responsible for leading Enterprise run teams in our Managed Services Salesforce Practice. This leadership role will manage a team of consultants, project managers and other resources as needed alongside our enterprise-level clients. They will be responsible for developing run-team methodology and contributing to pre-sales and sales support for potential clients. Successful candidates will be highly experienced in deploying Salesforce solutions for nonprofit and/or higher education organizations, have strong project management and engagement management skills, and have a demonstrated ability to deliver successful client projects on budget and on time.
The role’s objectives are to provide excellent service and value to clients through Salesforce Enterprise Managed Services projects as a senior functional resource and to lead a team of Managed Services Consultants.
- Determining client business objectives, aligning scope to deliver on those objectives, and consistently measuring progress and velocity to ensure Cloud for Good provides expected value in our engagements
- Managing projects and assessing client requirements to develop technical solutions
- Serving as the Engagement Manager on Enterprise MS projects, thus ensuring project success and resolving issues and risks
- Providing sales support
- Proactively identifying opportunities to improve our practice, and subsequently designing and delivering methodology – or other internal projects
- Coaching and mentoring less experienced consultants working on the MS team
Like other leadership roles at Cloud for Good, this is an outcomes-driven role. There is a 40% billable utilization quota for engagement management work directly with clients, but the role requires driving towards stated outcomes in enablement, sales, and mentoring/managing, in addition to project work, as needed to be successful.
Location: Virtual: Home-based office in the USA or Canada.
Work Authorization: Citizens or Permanent Residents of USA or Canada. Cannot provide Visa sponsorship
Travel: 10-20%
Responsibilities
- Lead Enterprise Managed Services Consulting Projects as an Engagement Manager (i.e., to monitor project performance, serve as an escalation point, and ensure quality delivery) and/or a Project Manager/Business Analyst (i.e., to manage timeline, budget, scope, and risks, as well as oversee the collection and refinement of client requirements)
- Work with clients and project teams to anticipate project risks, resolve issues, consistently meet deadlines, and achieve client satisfaction
- Gather feedback from clients and identify best practices and lessons learned from client projects to improve and refine Cloud for Good’s service delivery approach
- Manage client escalations
- Proactively identify areas of need for internal projects and work collaboratively with teammates to deliver internal project milestones
- Maintain up-to-date, accurate knowledge of NPSP and/or EDA
- Maintain billable quota
- Coach, mentor and manage Managed Services Consultants
- Provide informal mentoring and coaching to peer consultants
- Conduct performance reviews
- Provide feedback for assigned consulting resources from other CFG Teams/verticals on their projects
- Manage consultant quota attainment, assignments, etc.
- Participate in pre-sales activities, in alignment with Sales and in partnership with team lead, such as reviewing scope and preparing pitch decks
- Assess client business requirements to design architecturally-sound solutions
- Serve as SME to prospective Enterprise Managed Services clients
- Contribute to Go to Market strategies and offerings for Enterprise Managed Services
- Optimize non-billable time to contribute to CFG Sales, Marketing, or Services delivery model
- Serve on Managed Services Leadership Team
- Act as a role model for Cloud for Good’s culture and values
- Provide feedback to CFG leadership on how the company can improve
- Serve as an expert in CFG Managed Services methodology and business process, and evolve/develop methodology as needed
Qualifications and Education Requirements
- com administrator certification
- Nonprofit or Higher Education related certifications
- Strong Salesforce configuration knowledge, exceptional project management/engagement management knowledge
- Experience working with nonprofits and/or higher education institutions
- 4+ years of experience in client services, and/or consulting services
- 3+ years of experience managing Enterprise scale Salesforce implementations or services engagements in a consultative model
- People management experience
- Experience in Agile delivery methodology
- Experience in managed services
- Demonstrated experience developing and implementing professional services best practices
- Proven experience leading clients and project teams through complex solution implementations
- Demonstrated ability to manage and resolve client/project risks and issues for multiple clients at once
- Committed to customer satisfaction
- Strong consulting skills, including project and time management, communication, and teamwork/collaboration
- Proven track record of continuously improving organizations
- Bachelor’s degree in a related field or equivalent education/experience required
Preferred Skills
- Excellent written and verbal communication skills
- Strong, proactive leadership skills
- Strong project management skills
- Self-starter
- Advanced time management skills to work in an environment without direct supervision or structure
- Intellectual curiosity
- Passion for continuous learning
- Presentation skills
Disclaimers
- Diversity and Equal Opportunity Commitment
- At Cloud for Good, we adhere to the principles of Equal Employment Opportunity (EEO) and extend these principles to all our employees and prospective candidates. We do not discriminate based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, ancestry, age, sex, disability, genetic information, marital status, pregnancy status, amnesty, veteran status, medical condition, or any other legally protected characteristics as defined by federal, state, and local laws. Our commitment to non-discrimination applies across every location in which our company operates, and it encompasses all aspects of employment.
- Cloud for Good strongly encourages individuals from diverse backgrounds and identities to submit their applications. Our unwavering commitment to fostering diversity not only enhances our workplace but also enhances the outcomes we deliver to our clients. See our full diversity statement here.
- We value inclusivity and want applicants who may require special assistance or accommodation during the interview process to know we’re here to assist you.
- Use of AI in Interviewing
- At Cloud for Good, we believe in conducting interviews that are fair, equitable, and designed to evaluate candidates based on their qualifications and experience, with the organization. To ensure that all candidates are given an equal opportunity to demonstrate their abilities, we prohibit the use of AI or any other type of machine learning tools during the interview process.
- Candidates are expected to participate in the interview process remotely using video conferencing. Any attempt to use AI or similar technology to respond to interview questions, analyze or provide feedback on the interview process, or perform any other interview-related tasks is strictly prohibited and will be considered a violation of our policy and may result in disqualification from the interview process.
- We understand that some candidates may have disabilities or other circumstances that require accommodation during the interview process. In such cases, we will make reasonable accommodations to enable candidates to participate in the interview process to the best of their ability. However, we do not permit the use of AI or similar technology as a substitute for direct participation in the interview.