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Job Category
Customer Success
Job Details
Role DescriptionThe Portfolio Delivery Leader (PDL) is an executive level individual contributor role within the Delivery Account Management (DAM) function of Salesforce Professional Services. A PDL owns the health and performance of a defined book of business symmetrically aligned to sales portfolio(s) within an operating unit across a range of customer engagements including paid and investment commitments.
The PDL operates at a portfolio level, not a project execution level, spending roughly half their time in direct customer engagement and half governing portfolio health, financials, and resource strategy while carrying a 25% utilization. They act as the delivery organization's primary point of accountability for deal acceptance, escalation management, and margin protection. They are the connective tissue between pre-sales solutioning and delivery execution - validating that what is sold can actually be staffed and delivered at the proposed margin, identifying risk early enough to course-correct, and building the executive relationships that turn one-time engagements into long-term partnerships. Their success is defined by what they prevent, protect, and grow.
Your Impact- Portfolio Health End-to-End: you are the named owner of red/yellow/green status across all engagements in your book; you catch signals before they become escalations.
- Drive pre-sales & delivery alignment: you own level 3 signoffs on opportunities before contract execution; you validate that resource strategy, staffing mix, and deal risk are viable before they enter your portfolio.
- Own the Services Delivery Strategy: you own the content in Services Delivery Strategy (SDS) reviews; you arrive prepared to speak to every red and yellow account in your portfolio.
- Protect margin at the deal level: you manage contingency deliberately, monitor fixed-fee burn rates, track delivered vs. bid margin, and escalate before overruns compound
- Be the executive face of delivery: you engage C-suite stakeholders (CIO, CFO, CTO) on a regular cadence, ensuring customers feel supported, informed, and confident in Salesforce's delivery motion
- Lead cross-functional recovery when things go wrong: you are the first escalation point of contact for delivery issues; you own the path to resolution and ensure High Watch engagements are actively governed, not passively tracked
- Drive resource strategy across your book: you own fulfillment of the scoped staffing mix within your portfolio and partner with the Delivery Engagement Lead on prioritization when demand exceeds supply
- Surface expansion signals from within accounts: you identify white space, flag renewal risk, and feed delivery-originated pipeline back into the sales motion
Minimum Requirements- Currently Director-level or above
- Demonstrated experience managing a complex, multi-engagement book of business with direct accountability for revenue and margin outcomes
- Strong financial acumen - able to read and interpret portfolio financials (contingency usage, burn rate, delivered vs. bid margin, revenue forecast) on a weekly cadence
- Proven executive-level customer relationship management, including navigating difficult conversations and stabilizing at-risk accounts
- Experience governing delivery risk - ability to assess deal viability, identify scope or staffing gaps, and provide sign-off before contract execution
- Demonstrated ability to drive outcomes in a matrixed environment without direct people management authority
- Comfortable operating at a portfolio scanning altitude across multiple strategic engagements simultaneously, rather than deep execution on a single account
- Strong escalation and conflict resolution skills; a calm, credible center of gravity when things go sideways
- Prior experience with fixed-fee delivery models and the financial governance disciplines they require - burn rate management, milestone attainment, scope control
Preferred Qualifications- PMP, PgMP, SCRUM, SAFe or equivalent certification(s)
- Expert in Salesforce delivery methodology (SPSM), Guided Scoping, and portfolio health monitoring tools
- Working knowledge of GDC, subcontractor governance, and onshore/offshore staffing tradeoffs
- Tenured experience in TMT industry vertical
Additional InformationPossible travel of about 25%, but exact travel requirements will vary based on customer.
BENEFITS & PERKS
Comprehensive benefits package including well-being reimbursement, generous parental leave, adoption assistance, fertility benefits, and more!
World-class enablement and on-demand training with Trailhead.com
Exposure to executive thought leaders and regular 1:1 coaching with leadership
Volunteer opportunities and participation in our 1:1:1 model for giving back to the community
For more details, visit https://www.salesforcebenefits.com/
In school, or graduated within the past 12 months? Please visit FutureForce for opportunities.
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