We are seeking a dynamic and experienced Managed Services Lead to oversee our Salesforce Managed Services Division. This role will be pivotal in ensuring the delivery of high-quality support and optimisation services to our clients. The ideal candidate will possess deep Salesforce expertise, strong leadership capabilities, demonstrable client Stakeholder management expertise, commerciality and a passion for customer satisfaction.

What You Will Do:

This is an exciting opportunity to take an already successful £1m plus Managed Services Practice to the next level. You will be working closely with the ThirdEye leadership team to develop new go-to-market strategies and to develop client partnership offerings.

You will develop and continue to grow a blended delivery team made up of people based on and near shore. You will build close, long-term relationships with customers to develop accounts and long-term customer roadmaps. You will have the opportunity to be financially rewarded for the long-term growth of the Managed Services practice

Team Leadership:

• Lead and mentor a team of Salesforce Consultants and Developers

• Ensure continuous development and training of the team to maintain high levels of competency and performance.

• Foster a collaborative and high-performance culture within the managed services team.

Service Delivery:

• Oversee the day-to-day operations of the managed services team to ensure timely and effective resolution of client issues.

• Develop and implement processes and best practices for service delivery, ensuring adherence to SLAs and quality standards.

• Monitor and report on key performance metrics, driving continuous improvement in service delivery.

Process Improvement:

• Develop and implement processes for the managed services framework, continually looking for ways to improve

• Build a Managed Services Delivery Framework that is scalable and delivers top-tier work to our customers while ensuring Practice Profitability

• Collaborate with cross-functional teams to ensure a seamless transition of clients from the Professional Services teams to the Managed Services business units

Technical Expertise:

• Stay current with Salesforce updates, new features, and best practices to ensure the team remains knowledgeable and proficient while embedding the appropriate Salesforce enhancements to client roadmaps

• Escalation point for critical client issues where a robust mitigation plan is needed

• Ensuring client stakeholders are managed and the appropriate level of communication is maintained around issues

Resource Management:

• Raise resourcing requests with Staffing Coordinator to ensure sufficient resourcing to deliver client requirements

• Forecast resource needs and input into hiring processes to ensure the team has the necessary skills and capacity.

Develop Managed Services Client Offerings:

• The practice has scaled quickly and we are looking for someone with vision to come and drive the further development of the practice to ensure it reaches its full potential

• Define new packages and new ways to collaborate with customers to ensure ThirdEye continues to innovate with customers on an ongoing basis

Commercial

• Partner with the Marketing Team to communicate value propositions

• Work closely with Sales and sales leadership to sign new customers and prospects

• Own long-term relationships with customers to continue to grow our support offerings and presence

• Drive long-term commercial growth of the practice

Who you Are:

• Team management experience

• Excellent communication and interpersonal skills, with the ability to build, maintain and develop strong client relationships

• Experience contributing to sales cycles

• Ideally you will have previous experience managing and delivering managed services offerings in a consulting environment.

• Strong problem-solving skills and the ability to think strategically

• Ability to work in a fast-paced, dynamic environment and manage multiple priorities

• Ideally you will hold some Salesforce certifications

• An understanding of salesforce capabilities and able to discuss the art of the possible with clients in relation to Sales Cloud, Service Cloud & Experience Cloud. CPQ and / or Marketing Cloud is a bonus

• Experience working in a nearshore model is a plus