Salesforce Delivery leader

We are seeking an experienced, customer-focused delivery leader to lead Salesforce CRM engagements within our Enterprise Application Services (EAS) practice in the United States. This individual will own end-to-end delivery excellence, executive stakeholder relationships, customer satisfaction, and account mining and growth.

The ideal candidate combines strong hands-on Salesforce experience with proven leadership of complex enterprise CRM programs and the commercial acumen to expand strategic client relationships. The role requires close collaboration with onsite client stakeholders and offshore delivery teams to ensure high-quality execution, profitability, and sustainable account growth.

Key Responsibilities Delivery Leadership & Governance

·Own end-to-end delivery of Salesforce CRM programs, ensuring on-time, on-budget, high-quality execution.

·Establish delivery governance, program reviews, risk management, quality controls, and escalation mechanisms.

·Lead complex implementations, enhancements, integrations, and multi-workstream transformation programs.

·Drive delivery predictability, resource utilization, margins, and operational excellence.

·Manage distributed onsite/offshore teams and ensure effective collaboration across locations.

Customer Satisfaction & Executive Stakeholder Management

·Serve as the senior delivery point of contact for client executives, business leaders, and IT stakeholders.

·Build trusted-advisor relationships and maintain strong customer satisfaction.

·Proactively manage escalations, resolve delivery challenges, and communicate risks and mitigation plans.

·Align delivery outcomes with business objectives and demonstrate measurable business value.

·Lead executive steering committee meetings, quarterly business reviews, and account governance sessions.

Account Mining & Business Growth

·Identify opportunities for account expansion through new Salesforce initiatives, additional workstreams, and adjacent EAS services.

·Partner with sales and account management teams on account planning, pipeline development, proposals, RFPs, and deal shaping.

·Build trusted relationships with decision-makers to identify emerging business needs.

·Contribute to revenue growth, renewals, profitability, and long-term account retention.

·Support solutioning, effort estimation, commercial negotiations, and delivery commitments.

Salesforce CRM & Technical Leadership

·Bring a strong Salesforce CRM foundation, with hands-on experience in architecture, solution design, development, or technical delivery.

·Understand Salesforce Sales Cloud, Service Cloud, integrations, data migration, automation, and enterprise application architecture.

·Provide technical oversight and guide teams on solution quality, scalability, security, and platform best practices.

·Stay current with Salesforce platform capabilities and emerging enterprise CRM trends.

People & Practice Leadership

·Lead, mentor, and develop delivery managers, architects, technical leads, and consultants.

·Build a high-performance delivery culture focused on accountability, customer outcomes, and continuous improvement.

·Collaborate with practice leadership on capability development, staffing, hiring, and delivery standardization.

Required Qualifications

·15+ years of experience in IT services, enterprise applications, CRM consulting, or technology delivery.

·Significant hands-on Salesforce experience and a strong understanding of CRM implementation and delivery.

·Proven experience leading complex enterprise programs and customer-facing delivery teams.

·Demonstrated success managing senior client stakeholders and resolving critical escalations.

·Track record of expanding existing accounts and contributing to revenue growth.

·Experience managing onsite/offshore delivery models, budgets, resource plans, and project financials.

·Excellent communication, negotiation, presentation, and executive relationship management skills.

·Ability to work onsite with US clients and travel as business needs require.

Preferred Qualifications

·Experience across Sales Cloud, Service Cloud, Experience Cloud, Data Cloud, or Salesforce Industry Clouds.

·Experience with enterprise integrations, ERP ecosystems, and complex digital transformation programs.

·Prior responsibility for account revenue, delivery margins, customer retention, or a portfolio of engagements.

·Salesforce certifications is an added Advantage

·

Success Measures

·On-time and within-budget delivery performance.

·Customer satisfaction, executive confidence, and client retention.

·Revenue growth from existing accounts and qualified pipeline creation.

·Delivery margins, resource utilization, and forecast accuracy.

·Reduction in escalations, delivery risks, and recurring quality issues.

·Development and retention of strong delivery leadership and technical talent.