Managed Services Practice Lead - Salesforce-01DF977690

At Horizontal Digital, we hold ourselves to one key belief: You’re only as good as your worst customer experience. This mantra is what drives our digital consultancy to think beyond the easy answers and instead create websites, apps, portals and other experiences that solve customer needs for Fortune 500 companies in intuitive and empathetic ways. And we make this lofty standard a reality by fusing strategy, data, design and technology together to arrive at solutions that set the bar higher for everyone.

We use these values to fuel superior results:

Lock arms
We forge relationships that make our impact 1,000x stronger. This means working across departments and engaging both our clients and our communities to deliver the greatest good.

Show hustle
We’re not ones to sit on our hands and wait. Instead, we anticipate opportunities, collectively roll up our sleeves and find ways to execute the exceptional.

Embrace change
From new technologies to workplace philosophies, we welcome the unexpected and constantly anticipate what’s next.

Elevate empathy
We listen before we take action. This means understanding a variety of perspectives and holding ourselves to a higher standard of accountability.

Never settle
We motivate each other to push past the easy answers and collectively arrive at bigger, more inspiring ideas.

But enough about us. Let’s talk about you.

The Managed Services Practice Lead-Salesforce will play a pivotal role in overseeing and building our managed services offerings for Salesforce practice. This leadership role requires a deep understanding of operationalizing a Managed Services function and knowledge of Salesforce products and eco system. This person will have the ability to manage a team of skilled Salesforce CSMs, administrators and developers. You will be responsible for ensuring the ongoing success and optimization of our clients' Salesforce environments and ongoing operational excellence.

What you’ll do:

• Create and build operation model and go-to market strategy for Horizontal’s Managed Services practice
• Oversee clients as a Customer Success Manager
• Manage, lead and grow a team of Salesforce CSMs, administrators and developers providing guidance and mentorship.
• Foster strong relationships with clients, serving as the primary point of contact for

• managed services engagements
• Oversee the delivery of managed services including but not limited to system
• enhancements, users support, and system maintenance
• Work with global delivery team
• Maintain a technical understanding of Salesforce products including Sales Cloud, Service Cloud, Marketing Cloud and other relevant Salesforce offerings
• Continuously analyze clients Salesforce environment, identify areas for improvement propose and implement solutions to optimize system performance

• Ensure the highest quality of service delivery by implementing best practices

Who you are:

• Proven experience managing a team of Salesforce professionals

• Excellent problem-solving skills and ability to troubleshot complex issues
• Strong business acumen and the ability to align technical solutions with business objectives

What you bring: 

• 7+ years of experience relative experience in Salesforce and Managed Services
• Experience building Managed Services capabilities and offerings
• Exceptional communication and interpersonal skills
• Experience working with global delivery teams
• A track record of successfully managing client relationships and delivering high quality service
• Strong knowledge of Salesforce architecture, data model and integration capabilities
• Salesforce certifications such as Salesforce Certified Administrator, Salesforce Certified Developer or Salesforce Certified Architect are a plus

• Bachelor’s degree preferred

T he above description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.