ENGAGEMENT MANAGER

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ob CategoryCustomer SuccessJob DetailsAbout SalesforceWe’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM.
Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way.
And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world.
If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.
bout SalesforceWe’re Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM.
Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way.
And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world.
If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.
epartment DescriptionSalesforce Professional Services focuses on delivering strategic engagements that define transformational opportunities and articulate clear plans for execution of change programs.
We rely on our team’s expertise and specialisms to engage with executive-level customers to agree on specific business goals and actions to ignite the full value of Salesforce.
Our approach considers people, process, and technology — and a successful engagement includes recommendations to the business for change to support deeper, more relevant use of the Salesforce platform.
verview of the RoleEngagement Managers play 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.
Our Engagement Managers serve as a trusted advisor to Salesforce customers, providing guidance to Sales & Professional Services teams, ensuring alignments 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).
They drive delivery of the expected outcomes for each engagement and are internally and externally recognized as a business contributor, industry and product specialist.
artnered with an Account Partner (Services Salesperson), the Engagement Manager leads both pre and post-sales activities.
They are the delivery expert across the portfolio of products, responsible for developing and articulating comprehensive implementation proposals.
They will then maintain the executive relationships and act as a main contact within these engagements in a billable capacity, ensuring tight alignment, offering proactive and prescriptive advice resulting in outstanding Customer Success.
This may include the following.
re-Sales alignmentProject kickoffBringing industry expertise and perspectiveDrive better outcomes through extensive platform expertiseDeep understanding of Salesforce platform and solutionsEngagement planning and alignment to customer objectivesRegular customer sponsor check insServices Renewal managementEnsure project operational complianceExecutive Relationship buildingAre you passionate about Customer Success and would you like to work at the forefront of Digital Innovation at one of the most exciting CRM companies?Your Impact.
eliver high client satisfaction (CSAT) by consistently meeting/exceeding goals and metricsEnsure business value is realized (directly and indirectly) for each customer engagement that concludes with fully satisfied clients that are willing to be referenced for new potential clientsBring standard methodologies 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 deliveryPositively impact client Services renewals (when applicable) by aligning customer success with professional services roadmap.
lign 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 proposalWhere appropriate and required for Customer Success, providing direct oversight to the project team during the full lifecycle of the engagement, acting as the point of contact for both the customer and Salesforce delivery teamsSuccessfully handle multiple strategic clients simultaneouslyRecognized as a valuable and trusted advisor by our customers and other members of Salesforce and continue to build a reputation for excellence in professional servicesEncourage 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 environment as one of Best Places to Work.
how continued professional growth and developmentAct as an advisor on complex issues and engagements, exercising discretion and latitude in reaching critical goals.
ead cross-functional teams and mentors othersHandle to a minimum billable util targetPartner with the Go-to-Market Team (Services Sellers) to drive continued growth of servicesProactively mitigate and lead critical issues and at-risk accounts; communicate effectively and appropriately with internal and external leaders and executives​Required Qualifications.
+ years of direct experience delivering and/or overseeing solutions on the Salesforce Platform.
+ years of proven experience delivering consulting services, including team leadership and active involvement in selling professional services, including Advisory engagementsDegree or equivalent relevant experience required.
Experience will be evaluated based on the core competencies for the role (e.
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extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)Ability to travel; up to 50%Preferred Qualifications.
+ years’ operating in a pre-sales environment, shaping and scoping large and complex implementation projectsProven experience in leading enterprise-level projects and programsSalesforce Application and/or System Architect certificationsDemonstrated technical and/or functional proficiency, and ability to work well with architects or SMEs into pre-sales activities.
ery strong written and verbal communication skills, executive level presence and experience in working in a client advisory roleDemonstrated 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 sessionsProven track record in building strong working relationships across multiple functions/levels; adept at fostering healthy dialogueUnderstands cloud-based technologies; translates customer/business requirements into business solutions (and successfully positions with customers)Note.
By applying to the Engagement Manager posting, recruiters and hiring managers across the organization hiring for this role will review your resume.
Our goal is for you to apply once and have your resume reviewed by multiple hiring teams.
ENEFITS & PERKSComprehensive benefits package including well-being reimbursement, generous parental leave, adoption assistance, fertility benefits, and more!World-class enablement and on-demand training with Trailhead.
omVolunteer opportunities and participation in our 1.
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model for giving back to the communityFor more details, visit https://www.
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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.
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