Director of Managed Services

About the role:

We’re seeking a dynamic and strategic leader to elevate, expand, and scale our Admin on Demand (AOD) and managed services capabilities, ensuring we deliver exceptional value and service to our customers. This leader will be instrumental in driving growth through a close partnership with our sales organization while simultaneously maturing and optimizing our delivery model to enhance efficiency, consistency, and impact. Their leadership will be key to deepening customer relationships, expanding service offerings, and positioning Kicksaw as the premier provider of Salesforce managed services.

What the Director of Managed Services will do:

Practice Development and Growth

• Develop a plan to broaden our managed services capabilities to drive growth and retention
• Develop and refine managed services offerings to be impactful and proactive for our clients

Client Engagement and Delivery Management:

• Serve as the primary point of escalations for clients utilizing managed services, ensuring satisfaction, trust, and alignment with their Salesforce goals
• Work with our managed services team to support the onboarding and delivery managed services clients, ensuring smooth transitions from implementation to support
• Conduct regular client check-ins and reports to review progress, performance, and opportunities for improvement

Team Leadership and Development:

• Manage, mentor, and develop a team of Salesforce consultants, developers, and specialists
• Identify resource needs and assign resources to client engagements, balancing workloads and ensuring efficient team operations
• Foster a collaborative team culture focused on problem-solving, innovation, and continuous improvement

Operational Excellence:

• Develop and refine managed services processes, tools, and workflows in order to produce high client satisfaction and a healthy gross margin
• Monitor and report on key metrics such as ticket resolution time, client satisfaction, and contract renewals
• Ensure compliance with company and client security and data privacy requirements

Business Development and Growth:

• Collaborate with sales and account management teams to identify opportunities for upselling or expanding managed service offerings
• Work with sales and marketing to build assets and equip our sales team to sell managed services
• Contribute to the development of managed services packages and pricing models
• Assist in preparing proposals and presentations for prospective managed services clients

The right candidate will have:

• 4+ years of experience managing highly technical teams
• 4+ years of experience in the Salesforce platform (or other SaaS platforms) in delivering consulting and managed services
• Experience managing client escalations, having strategic alignment conversations, and conflict resolution at an executive level
• Experience working and managing in a Salesforce consulting environment (or similar technology ecosystem)
• Experience managing a team in a high-growth environment
• Ability to work with and manage multiple clients/projects simultaneously
• Prior experience within high-tech SaaS project management, including gathering requirements from the client, tracking and planning projects, and working with business stakeholders within a cross-functional matrix environment
• Proven ability to demonstrate and drive results and accountability of business needs
• Prior Salesforce experience is required
• Experience working in an Agile environment is preferred
• Proficiency with Agile methodologies and tools is preferred

Additional details:

This full-time position is 100% remote (must be based in the United States or Canada) and includes competitive pay, comprehensive benefits package (medical, dental, & vision), unlimited PTO (with a four-week minimum requested), 18 paid company holidays, 401(k) match / RRSP match, technology stipend, professional development, annual company retreats, eligibility to participate in Kicksaw's profit-sharing and employee liquidity programs, and so much more! 

• For candidates based in the United States, this position includes an annual base salary range of $175,000 - $225,000 USD
• Final compensation offers are based on level of experience, skillset, certifications, and education.