Delivery Account Management Team Leader, Director

About this role

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category Customer Success Job Details

About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Job Description Salesforce Professional Services focuses on delivering strategic engagements that define transformational opportunities and articulate clear plans for execution of change programs. We rely on our team’s expertise and specialisms to engage with executive-level customers to agree on specific business goals and actions to ignite the full value of Salesforce. Our approach considers people, process, and technology — and a successful engagement includes recommendations to the business for change to support deeper, more relevant use of the Salesforce platform.

The Delivery Account Management Team Manager (DTM) is a people leader responsible for developing, coaching, and enabling a high-performing team of consultants. You are the person who knows every consultant's goals, strengths, skill gaps, development needs, and growth edge. You stay close to your people and to the work they deliver, helping ensure they are ready for today's customer needs while developing the skills required for what comes next.

Your Impact • Serve as the overall Leader of the program team and exhibit excellent leadership skills in forming a team, ensuring strong communication channels, giving clarity, motivation and direction to the team throughout the engagement. • Be the primary customer interface and perform program management activities that ensures adherence to Salesforce methodology and project gates and governance. • Build strong relationships with direct reports and understand their strengths, ambitions, development needs, and challenges. • Conduct consistent, meaningful 1:1s focused on performance, growth, engagement, and career development. • Provide timely, specific, behavior-based feedback. • Address performance concerns and difficult conversations proactively rather than waiting for formal review cycles. • Advocate for your consultants' growth, development, and visibility across the organization. • Ensure every consultant has a clear development plan and is making measurable progress against it. • Understand the priority skills required by the business and identify gaps across your team. • Develop consultant capabilities ahead of delivery demand. • Ensure skills profiles remain current and accurately reflect each consultant's expertise. • Drive certification compliance and effective participation in dedicated skills-development opportunities. • Build methodology fluency through hands-on coaching, including ride-alongs, artifact reviews, and real-time feedback. • Ensure consultants understand and consistently apply SPSM expectations. • Use delivery experiences as opportunities for targeted coaching and development. • Maintain approximately 25% billable utilization to stay connected to customer delivery and maintain credibility as a practitioner and coach. • Maintain a strong pulse on team health, workload, engagement, and retention. • Identify performance, development, or retention risks early and take appropriate action. • Create an environment where consultants feel invested in, supported, challenged, and able to grow. • Ensure coaching and performance conversations happen consistently—not just during formal performance cycles. • Actively advocate for your people and create opportunities for their growth and visibility. • Connect consultants with leaders, experts, experiences, and opportunities that can accelerate their development. • Understand where each consultant wants to go in their career and help them build a realistic path to get there. • Share best practices and learnings with other people leaders across the organization.

Required Qualifications • 10+ years in project and program management, focused on delivering for external clients in a consulting environment. • 7+ years managing Salesforce engagements strongly preferred • 5+ years experience supporting the Public Sector vertical in Professional Services, preferred. • 5+ years of People Leadership experience with a team of 10 or more • Ability to balance the business and technical requirements to produce a project plan and collaborate to acquire the information, such as estimates, as input to the project plan. • Demonstrated project management skills, with direct responsibility for running project teams, up to 75+ people, budget and schedule. • Demonstrated ability to have difficult conversations. • Proven history of delivering high quality results on schedule and within budget, managing a budget of at least $15Mil. • Outstanding and effective interpersonal skills; along with strong communication skills both verbal and written. • Ability to work effectively in a fast paced, high energy, team-oriented environment. • Available to travel regionally and occasionally internationally depending on customer needs. • Experience in managing large-scale transformation engagements with US Federal clients. • Ability to rapidly build senior-level credibility with the Customer in a true partnership relationship • Ability to lead large and/or enterprise-wide engagements, facilitate meetings, create action plans, mentor teams of junior team members and effectively manage client escalations. • Ability to lead high powered client workshops

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