Delivery Manager, Salesforce Industries

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Job Category

Customer Success Group

Job Details

Delivery Manager, Salesforce Industries - Eastern Region

RESPONSIBILITIES

• 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.

• 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.

• Track utilization of project resources and manage this against the resource allocation and budget. This includes on time entry and approvals for project timesheets.

• Manage day-to-day execution of project implementations. 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.

• During the course of a project, be the primary customer interface and perform project management activities that ensures adherence to Salesforce Industries methodology and project gates and governance.

• Exercise solid project leadership skills combined with strong business acumen and in-depth analytical skills.

• Facilitate requirements gathering and assist with the creation of project deliverables, as needed.

• Facilitate and own the creation of salesforce technical design documents for complex projects, by interfacing with Technical Architects and Developers, as needed.

• Provide hands on configuration / customization of the salesforce product.

• Adopt a standardized development lifecycle methodology for all projects.

• Identify opportunities to leverage all Salesforce technologies.

• Facilitate review sessions with the client and your team.

• Participate in end to end implementation planning including project management, issue management, communication and change management.

• As necessary, write and review QA and UAT test scripts.

• Manage UAT with end users including coordination and user acceptance sign-off.

• Prepare user documentation and training documentation as necessary.

• Leverage business knowledge and expertise to drive business process improvements.

• Establish and maintain trusted advisor relationships with client project stakeholders by providing vision and future product roadmapping.

• Have difficult conversations regarding budget, resources and timeline and formally capture and communicate outcomes of those meetings.
  

PREFERRED QUALIFICATIONS & SKILLS

• Implementing enterprise-scale software solutions. CRM and Salesforce.com implementation experience or Health and/or P&C Insurance experience preferred.

• Experience with business process expertise around Marketing, Sales, Customer Service, or Industry (i.e. Financial/P&C Insurance, Health/Life Sciences).

• Bachelor's degree in Business Administration and/or Information Technology or equivalent experience.

• 3-5 years experience in Project Management Role.

• 3-5 years experience in managing external client projects in positions of increasing responsibility in the delivery of business consulting and systems development.

• Demonstrated project leadership skills, with direct responsibility for managing project teams, budget and schedule.

• Demonstrated negotiation, conflict management and leadership skills.

• Demonstrated project management skills with teams of up to 10+ people.

• Demonstrated 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.

• Must be able to travel

• Agile SCRUM Master Certification

• PMP Certification

• Salesforce.com Certifications (Admin, Sales, Service, Marketing, etc.) preferred but not necessary
  

LEADERSHIP QUALITIES

• 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

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