Director Of Managed Services

Summary

Join Kicksaw, a leading Salesforce consulting firm, as their Director of Managed Services. This dynamic role involves developing and scaling managed services capabilities, driving growth through partnerships with the sales organization, and optimizing the delivery model for enhanced efficiency. You will lead and mentor a team of Salesforce consultants, ensuring exceptional client service and satisfaction. The position requires extensive experience in Salesforce consulting, managing technical teams, and navigating client escalations. Kicksaw offers a competitive compensation package, comprehensive benefits, unlimited PTO, and a fully remote work environment (US/Canada). This is an opportunity to contribute to a growing company with a strong focus on employee well-being and professional development.

Requirements

• 4+ years of experience managing highly technical teams
• 4+ years of experience in the Salesforce platform (or other SaaS platforms) in delivering consulting and managed services
• Experience managing client escalations, having strategic alignment conversations, and conflict resolution at an executive level
• Experience working and managing in a Salesforce consulting environment (or similar technology ecosystem)
• Experience managing a team in a high-growth environment
• Ability to work with and manage multiple clients/projects simultaneously
• Prior experience within high-tech SaaS project management, including gathering requirements from the client, tracking and planning projects, and working with business stakeholders within a cross-functional matrix environment
• Proven ability to demonstrate and drive results and accountability of business needs
• Prior Salesforce experience is required

Responsibilities

• Develop a plan to broaden our managed services capabilities to drive growth and retention
• Develop and refine managed services offerings to be impactful and proactive for our clients
• Serve as the primary point of escalations for clients utilizing managed services, ensuring satisfaction, trust, and alignment with their Salesforce goals
• Work with our managed services team to support the onboarding and delivery managed services clients, ensuring smooth transitions from implementation to support
• Conduct regular client check-ins and reports to review progress, performance, and opportunities for improvement
• Manage, mentor, and develop a team of Salesforce consultants, developers, and specialists
• Identify resource needs and assign resources to client engagements, balancing workloads and ensuring efficient team operations
• Foster a collaborative team culture focused on problem-solving, innovation, and continuous improvement
• Develop and refine managed services processes, tools, and workflows in order to produce high client satisfaction and a healthy gross margin
• Monitor and report on key metrics such as ticket resolution time, client satisfaction, and contract renewals
• Ensure compliance with company and client security and data privacy requirements
• Collaborate with sales and account management teams to identify opportunities for upselling or expanding managed service offerings
• Work with sales and marketing to build assets and equip our sales team to sell managed services
• Contribute to the development of managed services packages and pricing models
• Assist in preparing proposals and presentations for prospective managed services clients

Preferred Qualifications

• Experience working in an Agile environment is preferred
• Proficiency with Agile methodologies and tools is preferred

Benefits

• Competitive pay
• Comprehensive benefits package (medical, dental, & vision)
• Unlimited PTO (with a four-week minimum requested)
• 18 paid company holidays
• 401(k) match / RRSP match
• Technology stipend
• Professional development
• Annual company retreats
• Eligibility to participate in Kicksaw's profit-sharing and employee liquidity programs
• 100% remote (must be based in the United States or Canada)