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Job Category

Customer Success

Job Details

About Salesforce

We’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.

Engagement 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.
Partnered with an Account Partner (Services Salesperson), the Engagement Manager for Department of Defense 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:

• Pre-Sales alignment
• Project kickoff
• Bringing industry expertise and perspective
• Drive better outcomes through extensive platform expertise
• Deep understanding of Salesforce platform and solutions
• Engagement planning and alignment to customer objectives
• Regular customer sponsor check ins
• Services Renewal management
• Ensure project operational compliance
• Executive Relationship building

Are 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

• Deliver high client satisfaction (CSAT) by consistently meeting/exceeding goals and metrics
• Ensure 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 clients
• Bring 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 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 point of contact for both the customer and Salesforce delivery teams
• Successfully manage multiple strategic clients simultaneously
• Recognized 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 issues and at-risk accounts; communicate effectively and appropriately with internal and external leaders and executives

Required Qualifications

• 7+ 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
• Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
• Ability to travel; up to 50%
• Demonstrated experience supporting Department of Defense initiatives, with a strong understanding of government operations, compliance requirements, and mission-critical project execution.

Preferred Requirements

• 7+ years’ operating in a pre-sales environment, shaping and scoping large and complex implementation projects
• 7+ years of enterprise-level project or program management experience
• Salesforce Application and/or System Architect certifications
• Demonstrated technical and/or functional proficiency, 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
• 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)
• You have experience working within and have subject matter expertise in one or more of the following: Aerospace, DOD, National Security (federal agencies)
• Active Security Clearance is a plus!
• Washington DC Metro location preferred.
   

Must be a U.S. Citizen operating on U.S. Soil with ability to meet customer and government screening standards applicable to this role, including a Criminal Justice Information Services screening with fingerprint scan. Due to the citizenship requirement for this role, which supports U.S. federal, state, and/or local government customers, citizenship will be verified.

Accommodations

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

For Washington D.C based roles, the base salary hiring range for this position is $162,600 to $223,700.