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Salesforce.com, Inc Engagement Manager - Director in Boston, Massachusetts

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success Group

Job Details

The Engagement Manager plays a critical role in setting customers up for Success by prescriptively shaping and then leading the execution of large and transformational engagements at our most strategic customers. The Engagement Manager serves as a trusted advisor to Salesforce customers, providing guidance to Sales & Professional Services teams, ensuring synergies across each customer’s projects, and ensuring the highest levels of customer satisfaction. They are Salesforce platform experts who are accountable for ensuring customer success, business value and leading the Salesforce Services team assigned to their account(s) to deliver the expected outcomes of the engagement and are internally and externally recognised as a business contributor, industry and product specialist.

Partnered with an Account Partner (Services Salesperson), the Engagement Manager leads both pre and post-sales activities, acting as the Delivery expert across the portfolio of products and engaging other SMEs across the organization to develop and articulate comprehensive implementation proposals. The Engagement Manager will then maintain the executive relationships and act as an escalation point within these engagements in a billable capacity, ensuring tight stakeholder alignment, offering proactive and prescriptive advice resulting in outstanding Customer Success. This may include the following:

  • Pre-Sales alignment

  • Project kickoff

  • Bringing industry expertise and perspective

  • Drive better outcomes through extensive platform expertise

  • Deep understanding of Salesforce solutions

  • Engagement planning and alignment to customer objectives

  • Regular customer sponsor check ins

  • Services Renewal management

  • Ensure project operational compliance

  • Executive Relationship building

Responsibilities :

  • Deliver high client satisfaction (CSAT) by consistently meeting/exceeding goals and metrics

  • Ensure business value is realised (directly and indirectly) for each customer engagement that concludes with fully satisfied clients that are willing to be referenced for new potential clients

  • Bring best practices to each engagement through your deep platform expertise by providing the Professional Services team with Subject Matter Expertise related to the proposed solution and client needs in order to ensure successful project delivery

  • Positively impact client Services renewals (when applicable) by aligning customer success with professional services roadmap.

  • Align closely with Account and Services Sales team by leading pre-sales activities such as the development of client-specific proposals, SOWs, staffing plans, engaging with SMEs across the organization to gain consensus on an acceptable proposal

  • Where appropriate and required for Customer Success, providing direct oversight to the project team during the full lifecycle of the engagement, acting as the escalation point for both the customer and Salesforce delivery teams

  • Successfully manage multiple strategic clients simultaneously

  • Recognised as a valuable and trusted advisor by our customers and other members of Salesforce and continue to build a reputation for excellence in professional services

  • Inspire people to do the best work of their careers, being a multiplier, amplifying the knowledge and capability of the people around you while continuing to provide an inclusive workplace as one of Best Places to Work.

  • Show continued professional growth and development

  • Act as an advisor on complex issues and engagements, exercising discretion and latitude in reaching critical goals.

  • Lead cross-functional teams and mentors others

  • Manage to a minimum billable util target

  • Partner with the Go-to-Market Team (Services Sellers) to drive continued growth of services

  • Proactively mitigate and manage critical escalations and at-risk accounts; communicate effectively and appropriately with internal and external leaders and executives

The ideal candidate will have:

  • A successful track record of working effectively in a highly matrixed and fast-growing organisation

  • A passion and belief in the unique value of professional services in a cloud software company.

  • A deep understanding of at least one of the core areas of CMT (Communications, Media, Tech)

  • The proven ability to develop customer relationships, understand their businesses, and develop a shared vision for accelerating their business success with Salesforce.

  • The ability to mobilize and inspire a diverse and geographically dispersed professional services team to drive successful business outcomes for the customer.

  • The capability to recognize complicated customer and internal relationships and navigate win/win outcomes for multiple stakeholders.

  • Experience in developing and executing project governance methodologies. Demonstrated success engaging at CxO level and representing on Project Steering Committee Executive Boards

Must Have Qualifications & Skills:

  • 5+ years of direct experience delivering and/or overseeing solutions on the Salesforce Platform.

  • 10+ years’ experience delivering consulting services, including team leadership and active involvement in selling professional services, including Advisory engagements

  • 5+ years relevant industry experience

  • Preferred Qualifications & Skills:

  • 5+ years’ operating in a pre-sales environment, shaping and scoping large and complex implementation projects

  • 5+ years of enterprise-level project or program management experience

  • Salesforce Application and/or System Architect certifications

  • Demonstrated technical and/or functional aptitude, and ability to engage with architects or SMEs into pre-sales activities.

  • Extremely strong written and verbal communication skills, executive level presence and experience in working in a client advisory role

  • Demonstrated ability to influence a group audience, facilitate solutioning and lead discussions such as implementation methodology, Road mapping, Enterprise Transformation strategy, and executive-level requirement gathering sessions

  • Excellent strategy development and problem-solving skills as well as business development focus and experience (e.g., relative to new products, services, and go-to-market approaches), while possessing a broad level of technology understanding and substantial operational and financial acumen

  • Delivery focused: Previous experience managing professional service delivery for a software company (SaaS preferred)

  • Excellent analytical & problem solving skills

  • Proven ability to build strong working relationships across multiple functions/levels; adept at mediating conflict and fostering healthy dialogue

  • Understands cloud-based technologies; translates customer/business requirements into business solutions (and successfully positions with customers)

  • BA/BS degree or foreign equivalent; MBA preferred

  • Ability to travel; up to 25%

For Colorado-based roles: Minimum annual salary of $143,400. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com/

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form (https://careers.mail.salesforce.com/accommodations-request-form) .

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com (http://salesfore.com/) or Salesforce.org .

Salesforce welcomes all.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.

Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the “Most Admired Companies in the World” and one of the “100 Best Companies to Work For” eleven years in a row, and named “Innovator of the Decade” and one of the “World’s Most Innovative Companies” eight years in a row by Forbes.

There are those who choose to work with the best and brightest. And then, there are those who want to do more than just a job. They are the ones improving lives, not only their careers. Having an impact now instead of later. Doing something that’s so much bigger than themselves, an industry, and their company.

We believe everyone can be a Trailblazer. Join Salesforce and discover a future of new opportunities.

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