Director of Delivery

Remote Position – Any Location with Great Wifi Works!

About the Gig:

You spend your days supporting a specific subset of clients and team members in a market segment (aka the "Pod"). In this open role, you are responsible for ensuring client success and acting as an escalation point and guidance system for a Pod focused on Implementations and Migrations to or from the Salesforce platform. DoD's also balance the workload and skillsets of the team and support resource planning, onboarding and training with a lens towards continuous learning.

A Day-in-the-Life:

• Coach, mentor and lead your pod with a focus on maintaining successful, long term, client relationships and frictionless engagement delivery
• Project staffing and account planning: Identifying opportunities for movement across projects and allow for cross functional learning opportunities
• Ensure on time, high quality project delivery and consistent deliverables
• Team development by way of onboarding, facilitation of shadowing and support opportunities, learning journeys, career path discussions and ongoing check ins
• Professional development, partnering with Talent Team for feedback loops, promotion timing, team goals tracking and management, enabling team members to round out their toolkits and work towards their personal and professional goals
• Team Utilization + Capacity Planning: analyze data to make informed decisions on capacity and hiring planning while removing roadblocks to team success
• Client Administration: Maintain accuracy for all internal data to inform billing milestones, status reporting, future staffing plans, account teams, and stay close to the project work to support team and clients as needed
• Manage overall engagement process through QA checks, client check ins, upsell management and coordination, and work statement advising
  
  

A Successful Director of Delivery will:

• Have the ability to analyze internal and external data to make recommendations for their team and team members
• Have impeccable attention to detail and ability to multitask and identify "can't miss" tasks while keeping their team on track and the broader team informed on status
• Keep their finger on the pulse of all clients in their pod and be able to support team members with both solutioning and next step recommendations
• Enjoy meeting weekly with team members and clients to discuss details and recommendations for next steps across multiple client priorities
• Be a crucial member of the Sercante Delivery Leadership team and make recommendations, weigh in and create process upgrades and changes, and communicate important updates to the team
• Be results driven and demonstrate Sercante's core values to the fullest
• Have a passion for managing teams, coaching and encourages teammates, celebrating successes, creating processes, driving for success, and building all the things: relationships, bridges between teams, trusted advisor situations both internally and externally
• Support their team in managing a range of topics from solutioning to project management both internally and externally
• Have a strong passion for the Salesforce Ecosystem and 4+ years of experience managing teams within it
• Have managed multiple implementation or migration projects within the Salesforce Ecosystem and are passionate about coaching teams and setting customers up for success
  
  

Core Values:

At Sercante, we value passion, self-motivation, and a collaborative spirit. Our ideal team member is curious, detail-oriented, and committed to continuous learning. They excel in remote environments and are proactive problem-solvers.

Key Qualities:

• Lifelong learner with a passion for diving deep into details
• Self-driven and thrives in dynamic, ambiguous situations
• Organized and deadline-oriented with a strong sense of ownership
• Effective delegator who empowers team members
• Resourceful and able to find solutions through research
• Curious and adaptable to new challenges and opportunities
• Embraces remote work and aligns with our core values
• Thoughtful communicator who clarifies client needs before proceeding
• Continuously develops skills in Pardot, Salesforce, marketing strategy, and consulting