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Salesforce Delivery Director
Location: Remote ( with Some travel)
Full-time permanent role
Job Description:
Who We Are
TELUS Digital (NYSE: TIXT) focuses on the value of human connection to design, build, and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With almost 75,000 team members and delivery centers across 30 countries in Africa, Asia, North and Central America, and Europe, TELUS Digital empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first.
The company's solutions cover customer experience, content moderation, digital transformation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling any stage of company growth, TELUS Digital partners with some of the world’s most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, healthcare, and ICT industries. The company serves clients in over 50 languages.
Location:
Our Salesforce Delivery Director can be based out of one of our major North American office locations or operate remotely, with frequent travel expected to our offices and clients.
The Opportunity:
Seeking a dynamic leader to manage a portfolio of clients powered by the Salesforce platform, in a global service delivery model. This leader spends a significant amount of their time overseeing the successful delivery of project work in their portfolio, coaching teams and proactively developing relationships with executives and key client stakeholders to offer their expertise and partnership. This position is primarily evaluated on delivery success, team feedback, client feedback, growth of key accounts, forecast accuracy, and profitability of their portfolio.
Key Outcomes:
- Profitability of accounts and portfolio
- Quality assurance for delivery
- Develop high-performing teams
- Account management strategy and execution
Responsibilities:
Four key pillars of responsibilities:
- Building our Company
- Partner with Global VP and other practice area leaders to determine the best path for growth and management of accounts.
- Ensure delivery solutions are integrated into future capabilities and practice area growth.
- Partner with practice area leaders and BD to create relevant quals that can be leveraged to build new business.
- Drives teams to provide fresh perspectives, breakthrough ideas, and new paradigms that can be leveraged to grow accounts.
- Identify and contribute to areas of the business that bring additional value, i.e. interviewing, training, contributions to the delivery playbook, etc.
- Initiates, influences and drives organizational changes and business transformation.
- Focusing on Customers
- Builds client relationships across the executive ladder and regularly conducts quarterly business reviews (QBRs) and other meetings to understand feedback, communicate team progress, establish value propositions, and drive change.
- Proactively and organically communicates across client relationships to surface industry thought leadership and best practices.
- Provides effective oversight of delivery work, mitigating risk, improving practices, and strengthening client trust.
- Develop and manage strong, lasting relationships with key clients.
- Leading our Market
- Ensure contractual obligations are upheld.
- Builds relationships and takes account of the needs of multiple stakeholders to influence and drive decisions for beneficial business outcomes.
- Delivers presentations, workshops, and conversations that highlight the work and impact of TELUS Digital
- Identify new client opportunities, and determine priorities and solutions that enable TELUS Digital to meet those opportunities
- Developing our People
- Engages directly with teams to understand in-flight work, and uses end products where possible to drive performance as part of the team
- Create clarity with teams through the unique challenges inherent at each stage of client engagements
- Provide people management to consultants and/or client managers and career coaching/guidance
- Provides real-time feedback, coaches, and mentors staff at all levels of the org in a manner that drives them to excel
- Partner with Practice Area Leaders to determine priority capabilities and competencies for growth
- Builds high performing teams by integrating a diversity of skills and personalities and creating a shared purpose.
Requirements:
- Bachelor's degree or MBA in Computer Science, Engineering, Business Administration, or related field.
- 10+ years of relevant experience in a leadership role within a top consulting firm or enterprise environment, focusing on Salesforce consulting and implementation.
- Proven expertise in Salesforce products, including Sales Cloud, Service Cloud, and integrations with enterprise applications.
- In-depth knowledge and experience in Sales Cloud (Sales force automation, Sales Engagement, Sales AI, CPQ, Vlocity), Service Cloud (Service Management, Omnichannel, Field Service, Contact Center), and integrating Salesforce with external platforms using Mulesoft, Informatica, and Jira. Proficiency in Salesforce UI frameworks, including Salesforce Lightning Design and AngularJS.
- Strong client engagement and relationship management skills, with experience advising C-level stakeholders on CRM strategies.
- Demonstrated ability to inspire and lead diverse teams, driving high performance and results.
- Proven ability to build and lead high-performing teams in a dynamic and fast-paced environment.
- Outstanding communicator with experience presenting to senior executives and managing stakeholder expectations.
- Demonstrated track record of driving operational excellence and delivering results in an account.
- Strategic thinker with the ability to translate vision into actionable plans and drive execution.
Why TELUS Digital?
TELUS Digital recognizes and embraces the importance of values in our ever-changing workplace. To be
successful, all applicants must demonstrate behavior's that are reflective of our values:
- We passionately put our customers and communities first
- We embrace change and innovate courageously
- We grow together through spirited teamwork
At TELUS Digital, we are committed to diversity and equitable access to employment opportunities based on ability.
EEO Statement
