Account Director, Professional Services

The Account Director, Professional Services is responsible for leading and managing Cloud for Good’s nonprofit or education consulting teams. They manage teams of consultants, lead projects as engagement managers, and direct the Professional Services practice in partnership with other leadership team members.

Successful candidates will be highly experienced in deploying Salesforce solutions for nonprofit or higher education organizations, have strong project management skills and the ability to juggle multiple projects at one time. We are also seeking experienced people managers and leaders.

Location: Virtual: Home-based office in the USA or Canada.

Work Authorization: Citizens or Permanent Residents of USA or Canada. Cannot provide Visa sponsorship.

Travel: 10 -15% – Internal and Client Facing

Account Growth Responsibilities:

• Maintain and grow assigned client portfolio with annual revenue targets through the identification of organic growth opportunities
• Responsible for achieving client KPIs and ensuring overall client satisfaction
• Build strong, long-lasting relationships with key stakeholders by understanding their ecosystem and business goals
• Act as a trusted client advisor for any questions, challenges, escalations
• Create proposals and SOWs to drive account growth, facilitate client presentations to promote capabilities, and lead presentations and communication to senior and executive level audiences on complex projects
• Accountable for account planning development
• Participate in pre-sales activities, in alignment with Sales and in partnership with Services Leaders, such as reviewing scopes and preparing pitch decks
• Support the development of scalable implementation models to support Cloud for Good’s client base
• Gather feedback and best practices from client engagements to improve and refine Cloud for Good’s Service Offerings

Services Practice Responsibilities:

• Responsible for managing a billable revenue quota
• Supporting the Nonprofit practice in achieving annual targets by participating in pre-sales activities
• Manage a team of professional services staff, providing coaching and professional development through periodic 1:1 and team meetings.
• Participate in consulting projects as a senior resource (Engagement Manager, Program Manager). Maintain a billable quota of 10-20%
• Participate in the performance management process through goal setting and performance reviews for staff
• Support the resource planning, cross-company visibility, and profitability model for professional services through direct project management and for monitoring projects under your team’s responsibility
• Monitor and message internal expectations on key business metrics such as delivery of service, client satisfaction, and system performance
• Work with clients and engagement teams to anticipate project risks, resolve issues, consistently meet deadlines and achieve 100% client satisfaction
• Collaborate with all functional areas of the business to ensure effective knowledge sharing and team participation in Cloud For Good’s growth
• Act as a role model for Cloud for Good’s culture and values – actively build positive team culture
• Serve as a public face for Cloud for Good. You may be asked to help with marketing activities, such as writing blogs, participating in digital and in-person events and writing customer success stories.
• Maintain high levels of current skills in software-as-a-service (SaaS) architecture, solution design, and salesforce.com technologies and best practices
• Serve as a member of Cloud for Good’s Leadership Team

Qualifications and Education Requirements

• 6+ years experience in client services, and/or consulting services.
• 3+ years experience managing Salesforce implementations or services engagements in a consultative model.
• Minimum 3 years managing customer deployment and/or professional services engagements in a consultative model.
• Experience in Agile Delivery Methodology
• Demonstrated experience developing and implementing professional services best practices.
• Prior experience managing staff in a project or professional services environment.
• Must show a commitment to customer satisfaction.
• Bachelor’s degree in a related field or equivalent education/experience required.

Preferred Skills

• Salesforce Partner Track Certification (Consulting certification)
• Proven experience leading clients and engagement teams through complex solution implementations.
• Ability to lead simultaneous initiatives in an entrepreneurial culture.
• Multi-task oriented with desire to work in a fast-paced environment.
• Excellent written and verbal communication skills.
• Strong, proactive leadership skills.

Disclaimers

• Equal Employment Opportunity
• Cloud for Good provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, ancestry, age, sex, disability, genetic information, marital status, pregnancy status, amnesty, veteran status, medical condition, or any other characteristics protected by federal, state and local laws. Cloud for Good complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company operates. This policy applies to all terms and conditions of employment.
• Use of AI in Interviewing
• At Cloud for Good, we believe in conducting interviews that are fair, equitable, and designed to evaluate candidates based on their qualifications and experience, with the organization. To ensure that all candidates are given an equal opportunity to demonstrate their abilities, we prohibit the use of AI or any other type of machine learning tools during the interview process.
• Candidates are expected to participate in the interview process remotely using video conferencing. Any attempt to use AI or similar technology to respond to interview questions, analyze or provide feedback on the interview process, or perform any other interview-related tasks is strictly prohibited and will be considered a violation of our policy and may result in disqualification from the interview process.
• We understand that some candidates may have disabilities or other circumstances that require accommodation during the interview process. In such cases, we will make reasonable accommodations to enable candidates to participate in the interview process to the best of their ability. However, we do not permit the use of AI or similar technology as a substitute for direct participation in the interview.