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Regional Technical Lead

Company: Salesforce
Location: San Francisco
Posted on: January 14, 2018

Job Description:



Category: Customer Success - Professional Services

Location: US - California - San Francisco (HQ)

Post Date: 01/10/2018

Salesforce Marketing Cloud is a leading global provider of cross-channel digital marketing solutions that empowers organizations of all sizes to communicate with their customers through email, mobile, social media, Web and marketing automation. We're driven by a deep understanding of marketers' needs-because we're marketers too. No other digital marketing company invests in product innovation the way we do, giving our clients access to truly cutting-edge technology. Joining forces with /" target="_blank"> salesforce.com , pioneers in cloud computing, we offer an even more superior experience to our customers and employees. By partnering state-of-the-art technology with the best and brightest employees in the industry, we foster a culture of constant innovation and growth.

Role Description: A Regional Manager focuses on leading a team of consultants to deliver quality services and drive results for a group of Marketing Cloud clients in the West. This role may have a billable utilization target between 40-50% which will be determined based on the size of business portfolio.

Responsibilities:

  • Plans, directs, and ensures the successful management of designed business solutions utilizing the complete resources of the Marketing Cloud Services organization.
  • Identifies, evaluates and develops methods and procedures that are efficient, effective and meet good business practice.
  • Maintains excellent communication with upper management both within and across organizations to ensure smooth running of all work undertaken by team.
  • Responsible for overseeing a cross-functional team in a mature and organization-focused manner, providing help where necessary to project a professional image.
  • Has expert experience in technology, marketing and/or strategy consulting and is able to lead in the coaching and mentoring of team members to help them achieve individual expectations and deliverables.
  • Assesses resource loads and works with delivery leads to assign resources a required.
  • Work with consultants to ensure the delivery of Marketing Cloud solutions to client satisfaction.
  • Develop and manage client relationships and team resources.
  • Implement techniques to improve team productivity and morale, ensure deliverables are on-time and within budget, increase efficiency, resolve issues and achieve cost savings for Marketing Cloud and our clients.
  • Support sales efforts by conducting presentations and supporting proposal and SOW development.
  • Transfer knowledge, monitor team performance, and provide feedback
  • Monitor and direct others to act in accordance with company initiatives, processes and methodology
  • Facilitates team and client meetings effectively.
  • Effectively communicates relevant project information to all stakeholders.
  • Resolves and/or escalates issues in a timely fashion.
  • Understands how to communicate difficult/sensitive information tactfully.
  • Sets and manages client expectations.
  • Continually seeks opportunities to increase customer satisfaction and deepen client relationships
  • Tracks and reports team hours and expenses on a weekly basis.
  • Analyzes team and/or project profitability, revenue, margins, and utilization.
  • Provide motivation and leadership to team members.
  • Prepare and monitor all performance metrics as defined with leadership.
  • Help coach and develop team members.
  • Monitor outgoing communication to clients on behalf of Salesforce Marketing Cloud.
  • Continuous review of processes to ensure efficiency between Salesforce Marketing Cloud, clients and partners.
  • Monitor, track and report on resource utilization and allocation.
  • Provide tracking and trending information for process improvement to the PMO Governance team.
  • Resolve escalated situations provided by Salesforce Marketing Cloud, clients and partners.
  • Facilitate and resolve client concerns by working collaboratively with members of the Marketing Cloud Sales, Product and Executive teams
  • Facilitate and maintain positive relationship with Marketing Cloud teams, clients and partners.
  • Involvement in interview and hiring process to maintain a full complement of staff within the region
  • Conduct regular regional team meetings to review program and project status of clients. Requirements:
    • BA/BS degree or equivalent experience with demonstrated proficiency.
    • 5+ years minimum experience in consulting leadership at a team, departmental or program level.
    • Strong Customer Focus.
    • Excellent written and verbal communication skills.
    • Demonstrated leadership abilities.
    • Possess the ability to provide coaching and mentoring to employees.
    • Teamwork/collaboration.
    • Ability to multitask and prioritize.
    • Strong organizational and analytical skills.
    • Demonstrate solid problem solving skills and business maturity in daily interaction with clients, peers, and leadership
    • Time Management skills.
    • Conflict Resolution skills.
    • Ability to follow direction and complete required tasks independently.
    • Highly motivated, self-starter, with the ability to direct work efforts independently.
    • MS Office Tools (Word, Excel, Project, PowerPoint, Visio).
    • Demonstrates strong business acumen.
    • Experience creating business requirements, project plans, project schedules and associated project materials.
    • Flexibility to travel.

      Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work for six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!

      Keywords: Salesforce, San Francisco, Regional Technical Lead, IT / Software / Systems, San Francisco, California

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