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Job Category
Customer Success Job Details
About Salesforce
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The Portfolio Delivery Leader (PDL) is a senior individual contributor within Salesforce Professional Services’ Delivery Account Management (DAM) function, supporting the nonprofit and nongovernmental organization (NGO) market within the Public Sector operating unit.
The PDL is accountable for delivery health, financial performance, and executive customer relationships across a defined portfolio of paid engagements and approved investment commitments. They ensure that what Salesforce commits to can be staffed, delivered, and measured against clear customer outcomes at the agreed margin.
Working across sales, solutioning, delivery, and resource management, the PDL validates deals before contract execution, identifies risks early, drives recovery when delivery is at risk, and connects successful delivery to long-term account growth. They bring an understanding of mission-driven organizations, where funding constraints, stakeholder expectations, and program impact shape delivery decisions.
The PDL leads through influence, setting portfolio priorities and holding cross-functional owners accountable for decisions and corrective actions. Engagement teams own day-to-day project execution; the PDL owns portfolio oversight and intervention.
The role allocates approximately 50% of time to direct customer engagement and 50% to portfolio governance, financial oversight, and resource strategy. A 25% utilization target sits within this overall allocation.
Your Impact
Own portfolio health. Maintain an accurate, forward-looking view of every engagement. Identify emerging risks, challenge unsupported status assessments, and drive corrective actions with clear owners, deadlines, and measurable results.
Ensure deals are ready for delivery. Own Level 3 delivery sign-off within established approval governance. Validate customer outcomes, scope, success criteria, estimates, dependencies, staffing mix, and margin assumptions. Resolve material gaps or obtain documented risk acceptance before approval.
Protect revenue and margin. Review revenue forecasts, contingency usage, fixed-fee burn rates, milestone progress, and delivered versus bid margin weekly. Drive scope control and corrective action before financial exposure grows.
Lead Services Delivery Strategy reviews. Own portfolio assessments and recommendations in SDS reviews. Clearly explain red and yellow engagements, customer and financial exposure, recovery progress, and decisions needed from leadership.
Build executive customer confidence. Develop trusted relationships with executive sponsors and technology, finance, and program leaders. Align delivery to mission and business outcomes, communicate risks directly, and guide difficult decisions.
Lead escalations through resolution. Serve as the primary portfolio-level escalation point. Mobilize cross-functional leaders, establish recovery plans, and hold action owners accountable. Govern High Watch engagements with defined decision paths and exit criteria.
Drive resource strategy. Partner with Delivery Engagement Leads and resource management to secure the agreed staffing mix, address fulfillment gaps, and prioritize competing demand. Escalate capacity constraints that threaten customer commitments or portfolio performance.
Support account growth. Identify unmet needs, expansion opportunities, and renewal risks through delivery insights and customer relationships. Partner with Account Partners to develop qualified opportunities grounded in customer value and delivery feasibility.
Minimum Requirements
Currently at Director level or above.
Demonstrated accountability for delivery health, revenue, margin, and customer outcomes across a complex portfolio of engagements.
Strong financial acumen, including revenue forecasting, contingency management, fixed-fee burn rates, and delivered versus bid margin.
Proven ability to build executive customer relationships, lead difficult conversations, and stabilize at-risk engagements.
Experience assessing deal readiness before contract execution, including scope, estimates, staffing, dependencies, commercial assumptions, and success criteria.
Ability to drive decisions and results across a matrixed organization without direct people management authority.
Sound judgment in prioritizing multiple strategic engagements and intervening where customer or business impact is greatest.
Strong escalation management, conflict resolution, and executive communication skills.
Experience governing fixed-fee delivery, including milestone attainment, scope changes, and margin protection.
Preferred Qualifications
Experience governing fixed-fee delivery, including milestone attainment, scope changes, and margin protection.
Experience serving nonprofit and NGO customers, with an understanding of funding constraints, stakeholder governance, and measurable mission impact.
Deep knowledge of Salesforce delivery methodology (SPSM), Guided Scoping, and portfolio health monitoring tools.
Experience translating discovery, Vision to Value workshops, or blueprint work into defined delivery outcomes and success criteria.
Working knowledge of Global Delivery Center (GDC) models, subcontractor governance, and onshore/offshore staffing strategies.
Experience governing both paid engagements and investment commitments.
PMP, PgMP, Scrum, SAFe, or equivalent certifications.
Travel: Travel may be required approximately 25% of the time, depending on customer and portfolio needs.
Qualification for this job is contingent upon acceptable results from a background investigation as well as obtaining and maintaining the specific level of U.S. Government security clearance that may be required for this role. U.S. citizenship (U.S. born or naturalized) is required.
Unleash Your Potential
When you join Salesforce , you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate your impact so you can do your best . Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.
Accommodations
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Posting Statement
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In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: Salesforce , we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.The typical base salary range for this position is $181,700 - $304,700 annually. Your recruiter can share more about the specific salary range for the job location during the hiring process.There is a different range applicable to specific work locations. In California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range for this role in those locations is $218,100 - $332,600 per year. Your recruiter can share more about the specific salary range for the job location during the hiring process.The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable. Originally posted on Himalayas