Director of Salesforce Implementation

Position Overview

The Director of Salesforce Implementation will lead a team of up to 15 Salesforce professionals across the US and LATAM, including consultants, developers, administrators, solution architects, and marketing automation specialists (MCAE and MCE). This role is responsible for project delivery excellence, ensuring projects are scoped accurately, executed effectively, delivered on time, and aligned with client expectations and IMG quality standards. The ideal candidate combines deep Salesforce expertise with proven team leadership, project governance, delivery operations, and client relationship skills. This director will serve as the operational leader of the implementation team, optimizing processes, reviewing time and utilization, providing coaching, managing escalations, and driving exceptional customer satisfaction.

Key Responsibilities

Team Leadership and Management

- Lead and mentor a cross-functional Salesforce implementation team across US and LATAM.
- Provide coaching, one-on-ones, growth planning, and performance management.
- Promote a culture of accountability, continuous improvement, and high-quality delivery.
- Manage staffing, capacity planning, and resource allocation across all active projects.

Project and Delivery Oversight

- Oversee all Salesforce implementation projects including Sales Cloud, Service Cloud, Marketing Cloud Account Engagement (MCAE), Marketing Cloud Engagement (MCE), and integrations.
- Conduct regular project reviews to ensure progress, scope alignment, and adherence to timelines.
- Monitor time tracking, utilization, and project budgets; identify trends and address over-burn or under-delivery risks.
- Establish and refine delivery processes, best practices, and standard operating procedures.

Quality Control and Customer Satisfaction

- Ensure projects meet IMG quality standards and deliver measurable business value.
- Provide strategic oversight and intervention on escalations or complex project challenges.
- Maintain high levels of customer satisfaction through proactive communication and alignment.
- Partner with the Sales team during handoff to ensure a smooth transition from scoping to delivery.

Operational Excellence

- Develop and maintain predictable implementation workflows and project governance frameworks.
- Improve reporting and tracking across project health, timelines, scope changes, and team utilization.
- Implement delivery tools, templates, documentation standards, and internal QA processes.
- Collaborate with leadership on forecasting, hiring needs, and Salesforce practice growth.

Cross-Department Collaboration

- Work closely with the Sales, Customer Success, and Operations teams to ensure alignment across the client lifecycle.
- Participate in internal strategic planning, service-offering refinement, and productization of Salesforce packages such as Jumpstart.
- Support revenue growth by identifying upsell and cross-sell opportunities during implementation.

Qualifications

Required

- 7 or more years of Salesforce implementation experience (consulting or client-side).
- 3 or more years leading technical or consulting teams, preferably remote or geographically distributed.
- Strong knowledge of Sales Cloud, Service Cloud, and marketing automation platforms (MCAE and MCE).
- Proven ability to manage multiple simultaneous projects and large-scale client engagements.
- Experience with resource planning, time tracking, utilization reporting, and delivery KPIs.
- Strong communication, leadership, and conflict resolution skills.
- Ability to operate at both the strategic and tactical levels.

Preferred

- Salesforce certifications.
- Experience at a Salesforce partner agency or professional services organization.
- Background with project management tools such as Asana, Monday, or Wrike.
- Experience with US, LATAM, and offshore team management.

What We Offer

- Competitive salary and performance bonus structure.
- Flexible remote work environment.
- Opportunity to lead a rapidly expanding Salesforce practice.
- Supportive leadership and a culture focused on growth, innovation, and client success.
- Professional development opportunities and Salesforce certification support.
- Paid time off, paid holidays, and emphasis on work-life balance.