Location: Noida, India
Reports To: CEO (dotted line to CTO / Founder)
Role Overview
SaasWorx is a fast-growing Salesforce and Snowflake consulting firm supporting customers across North America. As our customer base grows, maintaining consistent delivery quality, strong execution, and high customer satisfaction is a top priority.
The Head – North America Delivery Success is a senior, hands-on Salesforce delivery leader responsible for ensuring that all North America projects are delivered with consistency, professionalism, and a strong customer-first mindset.
This role is ideal for a Salesforce delivery leader with a builder’s mindset—someone who enjoys being close to projects and teams, shaping how delivery is done, and helping a growing organization scale without losing quality or agility.
Role Mandate
Own the success of North America delivery by ensuring:
- Predictable, high-quality execution across all North America engagements
- Every customer receives an industry‑leading experience and consistently exceptional satisfaction across all stages of engagement
- A strong bench of NA-ready Salesforce delivery talent
- Practical, AI-enabled delivery practices that improve quality and efficiency
- Clear handoffs and expectation alignment across engagement and delivery teams
Key Responsibilities
Ensure Strong Delivery Outcomes for North America Customers
- Partner closely with engagement and delivery teams to ensure successful outcomes across North America Salesforce projects
- Help teams deliver projects on time, within scope, and to a high-quality bar
- Stay connected to key customer engagements and provide hands-on management support when needed
- Support engagement leads in setting clear project objectives and expectations at project kickoff
Build Consistency in Salesforce Delivery
- Establish simple and effective, practical delivery standards that improve consistency across projects
- Design, document, and continuously improve a robust delivery‑execution framework, and ensure it is rigorously adopted and followed across all North America projects.
- Bring structure to how projects are kicked off, tracked, and completed—without unnecessary overhead
- Help teams identify delivery risks early and address them proactively with customers
Develop Delivery Talent
- Coach and mentor Salesforce project managers, business analysts, and technical leads on how to run high-performance teams delivering successful projects.
- Reinforce strong communication, ownership, and customer-facing professionalism
- Help scale delivery leadership capability as SaasWorx continues to grow
AI-First Delivery Methodology
- Introduce practical uses of AI and automation to improve Salesforce delivery efficiency and quality
- Apply AI where it meaningfully improves discovery, documentation, build, testing, and release
- Focus on measurable productivity and quality improvements that benefit customers
NA ↔ India Handoffs & Expectation Management
- Own and enforce structured handoffs between:
- Sales and Engagement Leads
- Engagement Leads and Delivery Managers
- North America teams and India delivery teams
- Define standards for scope clarity, assumptions, success criteria, and communication cadence
- Provide clear resolution and direction on expectation conflicts and scope ambiguity
Success Metrics
- Predictable delivery outcomes across North America engagements
- Strong NA CSAT / NPS and customer referenceability
- On-time and on-budget project deliveries
- Reduced escalations and delivery rework
- Readiness and depth of the NA delivery leadership bench
- Measurable productivity and quality gains from AI-enabled delivery
- Reduced founder and executive intervention in delivery issues
Ideal Background
- 10+ years of hands-on Salesforce delivery experience (mandatory)
- Proven track record delivering Salesforce projects with high customer satisfaction
- Experience working in onshore–offshore delivery models
- Comfort working hands-on across multiple projects in a growing organization
- Preference for candidates who have grown from techno‑functional consultant roles into successful engagement managers.
- Entrepreneurial mindset with a passion for building delivery excellence
