Head of Salesforce Delivery

About Us

At Remote Talent LATAM, we connect top Latin American talent with leading U.S. marketing agencies. We guide businesses and candidates through every step of the hiring process, ensuring the perfect match in skills, culture, and goals. While we’re not direct employers, we act as a trusted partner, bridging the gap between exceptional talent and growing opportunities.

About the Client

Our client, a fast growing marketing and technology agency, helps organizations improve customer experiences, streamline operations, and accelerate growth through digital marketing and Salesforce solutions. They are looking for a seasoned leader to oversee a high performing cross functional Salesforce implementation team.

Role Overview

Our client is looking for an experienced Head of Salesforce Delivery to lead its distributed delivery team and ensure clients receive a consistent, high-quality experience throughout their projects.

This role goes beyond project oversight. You will take ownership of client satisfaction, delivery performance, team accountability, and client retention. You will step in when projects face challenges, lead conversations, establish clear recovery plans, and ensure teams follow through.

You will also work closely with project managers, consultants, developers, Salesforce Account Executives, and other department leaders to improve delivery processes, protect project margins, and strengthen long-term client relationships.

The ideal candidate is a strong people and delivery leader who understands professional services, communicates confidently with clients, and can manage performance using clear metrics. Deep hands-on Salesforce configuration or architecture experience is not required, but you should understand the Salesforce environment well enough to discuss project scope, delivery risks, and resource needs.

Who you will lead

Project managers, consultants, developers, and the Marketing Cloud team across the US and Latin America. You will work alongside our Salesforce technical lead, who fills technical gaps on projects and steps in when a project needs more technical resources.

What you will own

Client satisfaction and client saves

• Own every client save. When a project goes sideways, you get on the call, acknowledge what went wrong, and leave with a recovery plan in writing.
• Own CSAT across the portfolio, both the individual scores and the trend, and drive the team to our 95% project success standard.
• Run a feedback loop during projects, not only at the end. Ask clients how we are doing, act on what they tell us, and ask happy clients for references and reviews.
• Keep Salesforce AEs informed, share good news with them, and make sure they never hear about a problem from the client first.

Client retention and growth

• Turn finished implementations into long-term relationships through ongoing support, phase two work, and add-on projects.
• Spot expansion opportunities during delivery and bring them to Sales with context.
• Review every low score and every lost client, and make sure the fix shows up on the next project.

Margin protection

• Review hours against budget on every active project weekly, and act when a project reaches 75% of its hours rather than at 100%.
• Hold the line on scope in a way that keeps the relationship intact. Out-of-scope work gets quoted or deferred, never delivered quietly.
• Oversee outsourced partners and independent developers, checking estimates against actuals and invoices against approved work.
• Partner with Sales on handoffs so delivery starts with a scope the team can actually hit.

Team accountability and culture

• Hold the delivery team to its standards: same-day client acknowledgment, agendas and recaps for every meeting, accurate time logging, and active project tracking in Asana.
• Have the hard conversations early and directly, then follow them with a plan and support.
• Run weekly 1:1s that surface real problems instead of status readouts.
• Build a culture where PMs raise risk before the client feels it and get help, not blame, when they do.
• Make sure problems reach you before they reach the CEO.
• Onboard new hires with a clear path to running projects on their own, grow strong PMs into leads, and build camaraderie across a distributed team.

Cross-department clients and projects

• Own the delivery experience for clients who work with more than one IMG department, such as Salesforce alongside digital marketing, web, or HubSpot work.
• Give every cross-department client and project one accountable owner, one communication plan, and one escalation path that everyone knows.
• Meet regularly with the other department leads on shared clients so risks, handoffs, and renewals get discussed before they turn into problems.
• Protect recurring cross-department clients. Watch for early signs of churn, like missed handoffs, mixed messages, or slow replies, and fix them before the renewal is at risk.
• Build the cross-department handoff and escalation process with the teams involved, then document it once it works.

Speed to closeout

• Shorten the time from kickoff to closeout. Stalled projects get a named owner and a date.
• Work down the backlog of projects older than six months.
• Use AI and automation to cut the manual work that slows PMs down, such as status updates, meeting recaps, kickoff packets, and closeout documents.

Requirements

• 3+ years of experience in professional services delivery leadership at an agency, consultancy, or systems integrator.
• Experience leading distributed teams of at least 8 people.
• A track record of measurable results in areas such as client satisfaction, client retention, margin improvement, or delivery efficiency.
• Experience managing client conversations, resolving escalations, and recovering at-risk client relationships.
• Strong understanding of project budgets, resource allocation, time tracking, utilization, and scope management.
• Experience coordinating multiple teams or service lines around shared clients.
• Sufficient Salesforce knowledge to communicate credibly about project scope, delivery risks, and resource needs. Deep technical configuration or architecture expertise is not required.
• Strong leadership, communication, conflict-resolution, and stakeholder management skills.
• Fluent English, with the ability to lead client meetings and handle challenging conversations confidently.

Nice to Have Qualifications:

• Experience at a Salesforce consulting partner, systems integrator, or professional services agency.
• Familiarity with Sales Cloud, Service Cloud, Marketing Cloud, Agentforce, or Salesforce integrations.
• Experience working with Salesforce Account Executives.
• Spanish or Portuguese proficiency.
• Familiarity with Asana or similar project management tools.
• Experience using AI and automation to improve delivery operations.

Benefits

• Salary: Starting 5,000+ USD per month, competitive and negotiable based on experience and qualifications
• Full time position, Monday to Friday (EST business hours 8:00AM-5:00PM)
• 10 working days of Paid Time off (PTO) per year
• 100% Remote work environment
• Independent Contractor
  

Eligibility Criteria:

• This position is only open to candidates residing in Latin American (LATAM) countries, such as:                 

 Applications from candidates outside LATAM (including the U.S. and other regions) will not be considered.
 Resumes must be submitted in English.
 Applications that do not meet these criteria will be automatically rejected.