Client Services Manager

Anywhere Client Services

Silverline Overview 

Silverliners are passionate about what we do. We’re a diverse group of cloud professionals with the same goal: to create rewarding experiences through technology — and we have a good time while we’re at it! As a Salesforce Platinum Partner, Silverline combines Strategic Advisory, technical implementation services, and ongoing Managed Services to enable organizations to achieve maximum value with the Salesforce platform. Silverline is consistently recognized as one of the best places to work, among other accolades. Join us!

Position Overview 

The Client Services Manager (CSM) role is to build a trusted and valuable partnership with our managed services clients. The CSM will be responsible for building a short, mid, and long-term strategy that will position the client to most effectively leverage their investments in  Tactically, the CSM will collaboratively lead a team of internal, partner, and client resources to provide immediate value through post-implementation support, solution design, and development, to solve ongoing critical business issues. Strategically, the CSM will be the client relationship owner and their most trusted ally, conducting quarterly business reviews and introducing/implementing new functionality as required. 

Primary Responsibilities 

Consulting and Client Engagement

  • Apply business acumen, technical, and declarative skills to quickly assess, diagnose, and design solutions to address business needs via
  • Conduct workshops to understand the key goals of client and utilization of the Salesforce platform
  • Optimize engagement to deliver quarter-over-quarter value and ROI
  • Conduct Quarterly Business Reviews (QBR) with client stakeholders to proactively manage engagement and deliverable
  • Provide sound consulting guidance related to best practices, adoption, platform development, leveraging additional ecosystem functionality and Salesforce releases to streamline business processes
  • Establish communication plan and clear ownership of processes and functions between Client and Silverline teams

Project Management

  • Produce, publish and manage all internal and external support communications for customers, partners and internal staff
  • Assist client Product Owner to define user stories and acceptance criteria for each functional business requirement
  • Review, append, and execute client backlog to help them consistently improve their processes within our Adaptive Agile Methodology
  • Document system requirements as requested
  • Coordinate and facilitate User Acceptance Testing, End-to-End testing, and System Testing
  • Respond to and resolve client calls, emails and web support cases
  • Organize and execute deployments
  • Collaborate with internal resources to create and implement development team tickets

Salesforce/Software/System Development 

  • Perform gap analysis between Salesforce functionality and client requirements; present solution and configure as required 
  • Manage technical scope and client expectations, including management of development and technical resources both on and offshore
  • Gather sufficient information for troubleshooting development-related issues
  • Provide basic product support troubleshooting for Silverline proprietary applications
  • Train clients on functionality

Required Qualifications

  • 5+ years consulting experience; 5+ years experience administering; 5+ years experience managing projects involving CRM platforms or relational databases
  • certifications (some combination of Advanced Administrator, App Builder or Sales Cloud/Service Cloud)
  • Consulting and CRM experience
  • Knowledge of Salesforce Apex Data Loader and equivalent third-party data loaders
  • Experience with Agile or similar software development methodologies
  • Strong understanding of core database concepts
  • Experience producing functional specifications documentation
  • Proficient with Google Apps, MS Office, and Lucid Charts
  • Conversational knowledge of HTML, Java or Apex is a plus
  • Outstanding communication skills, with both the internal team and clients
  • BA/BS degree in Computer Science or Engineering (or equivalent work experience in lieu of degree)

Visit our Careers page to learn more about our industry-leading benefits and award-winning culture!


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