About the position
The Practice Lead - Managed Services is a pivotal leadership role within our Core Managed Services Salesforce Practice, responsible for guiding teams of analysts, consultants, project managers, and other resources in collaboration with our clients. This position requires a seasoned professional with extensive experience in deploying Salesforce solutions specifically tailored for nonprofit and higher education organizations. The successful candidate will possess strong project management and engagement management skills, demonstrating a proven ability to deliver successful client projects on time and within budget. In this role, the Practice Lead will focus on providing exceptional service and value to clients through Salesforce Managed Services projects, acting as a senior functional resource while leading a team of Managed Services Consultants. Key objectives include determining client business objectives, aligning project scope to meet those objectives, and consistently measuring progress to ensure that Cloud for Good delivers the expected value in all engagements. The Practice Lead will also manage projects, assess client requirements, and develop technical solutions that align with client needs. As the Engagement Manager on Core Managed Services projects, the Practice Lead will ensure project success by resolving issues and risks while providing sales support. This role is outcomes-driven, with a 50% billable utilization quota for engagement management work directly with clients. The Practice Lead will also be responsible for driving stated outcomes in enablement, sales, and mentoring, in addition to project work, to achieve overall success in the role. The position is virtual, allowing for a home-based office in the USA or Canada, and requires work authorization for citizens or permanent residents of these countries, as visa sponsorship is not available.
Responsibilities
- Acting Lead on Managed Services Consulting projects as an Engagement Manager, monitoring project performance, serving as an escalation point, and ensuring quality delivery.
- Ownership of managed revenue targets within Core Managed Services.
- Assess client business requirements to design architecturally-sound solutions.
- 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.
- Maintain up-to-date, accurate knowledge of Non Profit and Education related technologies PSP and/or EDA.
- Maintain billable quota.
- Manage team forecasts for sold project work, as well as plan demand forecast for incoming opportunities that are aligned to your team.
- Proactively identify areas of need for internal projects and work collaboratively with teammates to deliver internal project milestones.
- Participate in pre-sales activities, in alignment with Sales and in partnership with team lead, such as reviewing scopes and preparing pitch decks.
- Serve as SME to prospective Managed Services clients.
- Contribute to Go to Market strategies, offerings for 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.
- Coach, mentor, and manage Managed Services Analysts and 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 goals, assignments, etc.
Requirements
- Salesforce.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 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.
Nice-to-haves
- 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.
