We are looking for a Portfolio Head who will act as the owner and strategic business partner of a dedicated portfolio within Customertimes. Reporting directly to the Chief Delivery Officer, this role is responsible for driving customer success, portfolio profitability, delivery excellence, and strategic growth across a specific industry or geographic vertical.
The Portfolio Head will own the portfolio P&L, strengthen executive customer relationships, drive business development initiatives, and build strategic partnerships within the Salesforce ecosystem. This role combines executive leadership, portfolio management, sales enablement, and delivery oversight to ensure sustainable growth and long-term customer success.
Locations:
The USA;
Responsibilities:
Portfolio Strategy & Business Growth
- Develop and execute the Portfolio strategy, ensuring alignment with corporate objectives, industry trends, and emerging technologies.
- Define and drive annual revenue targets across portfolio accounts, projects, and opportunities.
- Identify and pursue new business opportunities, including upsell, cross-sell, and expansion initiatives.
- Drive portfolio growth through collaboration with Sales, Account Management, Practices, and Salesforce field teams.
- Contribute to customer Quarterly Business Reviews (QBRs), establishing strategic priorities and growth plans.
- Identify successful delivery patterns and replicate them across industries, technologies, and clients to drive business growth and operational efficiency.
- Participate in pre-sales activities, supporting solution positioning, pricing strategy, and margin optimization.
Salesforce Ecosystem & Strategic Partnerships
- Own the strategic Salesforce relationship within the assigned portfolio territory and industry.
- Build and maintain executive-level relationships with Salesforce Account Executives, Regional Vice Presidents, Industry Advisors, Partner Managers, and ecosystem partners.
- Drive joint go-to-market initiatives, co-selling motions, account mapping, and co-investment programs with Salesforce.
- Collaborate with Salesforce and adjacent ecosystem partners, including ISVs and AppExchange vendors, to expand market presence and business opportunities.
- Represent Customertimes at Salesforce events, including Dreamforce, World Tours, Industry Summits, and partner reviews.
- Ensure portfolio alignment with Salesforce partner-tier requirements, certification targets, customer success metrics, and Industry Cloud adoption strategies.
Portfolio Leadership & Delivery Management
- Provide strategic leadership and full accountability for portfolio performance, delivery quality, customer satisfaction, and financial outcomes.
- Establish and lead a portfolio organization structure that balances customer requirements, scalability, cost efficiency, and operational stability.
- Drive delivery excellence by maintaining high standards of quality, efficiency, forecasting, and financial planning.
- Serve as the primary escalation point for portfolio-related matters and critical customer situations.
- Oversee project prioritization and resource allocation to maximize business value and portfolio performance.
- Partner with account managers, delivery leaders, and practices to improve project success, customer adoption, and long-term engagement.
- Manage portfolio-level risks, ensuring proactive mitigation and timely escalation when required.
Financial Management & Operational Excellence
- Own portfolio revenue, profitability, labor margins, forecasting, and financial performance.
- Develop and execute strategies for pricing optimization and margin improvement.
- Monitor portfolio financial health and implement corrective actions when necessary.
- Ensure compliance with contractual obligations, corporate policies, and industry regulations.
- Maintain strong governance practices across portfolio operations and delivery execution.
Customer & Stakeholder Management
- Build and continuously strengthen executive-level relationships with customers and key stakeholders.
- Develop engagement strategies that expand partnerships and increase customer value realization.
- Handle escalations effectively while balancing customer satisfaction and business objectives.
- Foster a customer-centric culture focused on delivering measurable business outcomes and long-term value.
Industry Leadership & Organizational Collaboration
- Maintain deep knowledge of industry trends, market dynamics, competitive landscape, and regulatory developments.
- Collaborate with Practices, CTO Office, Sales, and technical teams to develop best-in-class industry solutions.
- Drive innovation and strategic thinking across the portfolio.
- Partner with other Portfolio Directors and business leaders to share best practices, mitigate risks, and create organizational synergies.
Requirements:
Leadership & Portfolio Management
- 6+ years of experience in professional services, IT services, consulting, or related industries with progressive leadership responsibilities.
- 4+ years of portfolio, business unit, or P&L leadership experience.
- Proven success managing portfolio revenues, profitability, forecasting, and operational performance.
- Experience leading multi-account portfolios or business units, preferably with annual revenues of $5M–$7M or more.
- Demonstrated ability to align delivery, sales, and technical organizations around common business objectives.
- Experience working with executive stakeholders and participating in Quarterly Business Reviews (QBRs).
Salesforce Expertise
- 4+ years of experience delivering and scaling Salesforce solutions across multiple clouds, including:
- Sales Cloud
- Service Cloud
- Marketing Cloud
- Data Cloud
- At least one Industry Cloud (Financial Services, Health Cloud, Manufacturing Cloud, or similar)
- Experience leading complex Salesforce transformation programs, integrations, and legacy CRM modernization initiatives.
- Deep understanding of the Salesforce ecosystem, partner model, and product roadmap.
Business Development & Salesforce Partnership
- Proven track record of driving account growth through new logo acquisition, upsell, cross-sell, and strategic expansion.
- Established Salesforce network, including relationships with AEs, RVPs, Partner Managers, ISVs, and Industry Advisors.
- Experience executing co-selling motions and joint go-to-market initiatives with Salesforce field organizations.
- Strong understanding of Salesforce partner programs, alliance management, and ecosystem engagement.
Financial & Operational Skills
- Strong P&L ownership and financial management experience.
- Expertise in portfolio planning, forecasting, pricing strategy, and margin optimization.
- Experience managing delivery operations, resource planning, risk management, and service-level commitments.
- Understanding of Salesforce services economics, multi-cloud deal structuring, and services pricing models.
Soft Skills
- Executive presence and strong stakeholder management skills.
- Exceptional customer relationship-building capabilities.
- Strategic thinking with strong business and market acumen.
- Strong leadership and talent development experience.
- Excellent negotiation, conflict resolution, and escalation management skills.
- High level of decisiveness, accountability, and resilience in a fast-paced environment.
Nice to Have:
- Experience managing global delivery organizations and distributed teams.
- Participation in Salesforce partner events, industry conferences, and ecosystem programs.
- Strong understanding of Salesforce certification paths and certified talent development.
- Experience building portfolio roadmaps aligned with Salesforce GTM strategies and release cycles.
What We Offer:
- Competitive salary.
- 100% remote opportunity.
- Flexible work environment (in-office, remote, or hybrid depending on preferences and manager approval).
- Opportunities for professional growth and career advancement.
- Collaborative and innovative work environment.
- Paid time off, including holidays, vacation and sick leave.
- Benefits may vary by location and will be confirmed during the interview process.
JR-179697
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