Director of Salesforce Consulting Services

Position Summary
The Director of Consulting will play a pivotal role in shaping the firm's consulting practice, ensuring exceptional delivery of Salesforce solutions, and driving success across customer engagements, internal operations, and team development. This individual will focus on customer success, operational excellence, and employee growth while maintaining high utilization and profitability for the consulting team.

Key Responsibilities

Customer Success

• Strategic Account Support: Collaborate with strategic accounts and project team members to ensure alignment and delivery excellence.
• Client Feedback & Project Updates:
  • Accountable for the completion and analysis of client surveys and ratings for consultant-led accounts.
  • Ensure timely updates on project statuses for Managed Services (MS) and Continuous Improvement (CI) accounts, addressing issues as necessary.
• Sales Estimates: Provide input and approvals on consulting role estimates (e.g., Business Analysts, Consultants, Solution Architects) for all contracts.
• Resource Allocation: Approve resources for consulting roles based on skillsets and project requirements.
• Client Escalations: Manage and support the resolution of client escalations to ensure satisfaction and successful outcomes.
• Collaboration with PMO: Partner with the Project Management Office (PMO) to ensure proper allocations and proactive measures for customer success.

A360 / Center of Excellence (CoE) Success

Development and Management of the Consulting CoE:

• Define, implement, and enforce consulting standards.
• Develop and manage tools, templates, and Standard Operating Procedures (SOPs) for the consulting practice.
• Collaborate with PMO to integrate consulting standards into the broader delivery methodology.
• Maintain and review quarterly internal scorecards to track performance and adherence to standards.
• Drive team utilization to an overall 75% and achieve a 50% margin target.

Employee Success

• Job Descriptions & Role Competencies: Define and update team job descriptions, monitor competencies, and ensure alignment with firm requirements.
• Team Performance: Set role expectations, monitor team performance, and manage career growth plans collaboratively with team leads.
• Learning & Development: Identify and implement learning and development pathways to enhance team skills and certifications in collaboration with our L&D Manageer
• Capacity & Forecasting: Monitor pipeline and forecasts to address capacity gaps for technical and developer roles.
• Recruitment: Submit job requisitions for approval to address capacity needs and ensure timely staffing.
• Time Logging & Utilization: Enforce time logging standards and ensure adherence to SLAs. Maximize team utilization while avoiding over-allocation.
• Performance Improvement: Create, manage, and track Performance Improvement Plans for team members as necessary.
• Staffing Optimization: Align staffing with project/account profiles, skillsets, and team capabilities.

Employee Success

• Job Descriptions: Define and update team roles, responsibilities, and competencies.
• Skill Development: Monitor and develop team competencies, creating learning paths to enhance capabilities.
• Career Growth: Manage career growth plans with team leads, focusing on skill enhancement and expanded role capabilities.
• Certification Tracking: Ensure compliance with certification requirements and team readiness for upcoming engagements in collaboration with our L&D manager
• Capacity Planning: Monitor forecasts to identify capacity gaps and submit requisitions to address shortfalls.
• Utilization Optimization: Actively pursue project assignments to balance workloads and reduce non-billable time.
• Performance Improvement: Create and manage Performance Improvement Plans for underperforming team members.

• 10+ years of consulting experience within a professional services practice
• 5+ years of experience within the Salesforce ecosystem 
• Proven experience in leading consulting teams within a technology-focused professional services firm, preferably with Salesforce solutions.
• Strong understanding of Salesforce platforms, consulting practices, and delivery methodologies.
• Demonstrated ability to manage client relationships, resolve escalations, and ensure customer satisfaction.
• Expertise in developing and managing Centers of Excellence (CoE) or similar operational frameworks.
• Excellent leadership, communication, and team management skills.
• Track record of driving team utilization, profitability, and skill development.
• Ability to manage competing priorities in a fast-paced environment.