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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.

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.

The Engagement Manager (Engagement Director) plays a meaningful role in setting customers up for Success by prescriptively crafting and then leading the execution of large and transformational engagements for our most strategic Public Sector State & Local customers. Engagement Managers serve as a trusted advisor to Salesforce customers, providing mentorship to Sales & Professional Services teams, ensuring synergies across each customer’s projects, and ensuring the highest levels of customer satisfaction. They are Salesforce platform authorities who are accountable for ensuring customer success, business value, and leading the Salesforce Services team assigned to their Public Sector State & Local accounts to deliver the encouraged outcomes of the engagement and are internally and externally recognized as a business contributor, industry, and product specialist!


Responsibilities:

• 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 processes 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, and 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 lead multiple strategic client engagements 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 mentor others
• Lead to a minimum billable utilization target
• Partner with the Go-to-Market Team (Services Sellers) to drive continued growth of services
• Proactively mitigate and run critical escalations and at-risk accounts; communicate effectively and appropriately with internal and external leaders and executives
• Coach, mentor, and develop a team

The ideal candidate will have:

• A successful track record of working effectively in a highly matrixed and fast-growing organization
• A passion and belief in the unique value of professional services in a cloud software company
• The consistent track record 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 successful outcomes for multiple partners
• Experience in developing and driving project governance methodologies. Demonstrated success engaging at CxO level and representing on Project Steering Committee Executive Boards

Must Have Qualifications & Skills:

• 10+ years’ experience delivering consulting services, including team leadership and active involvement in selling professional services, including advisory engagements
• 10+ years of direct experience delivering and/or overseeing technology solutions and with a minimum of 2 years on the Salesforce Platform
• Extremely strong written and verbal communication skills, executive level presence and experience in working in a client advisory role

Preferred Qualifications & Skills:

• Degree or equivalent shown experience required. Experience will be evaluated based on the Values & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
• Experience 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 skill, and ability to engage with architects or SMEs into pre-sales activities.
• 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 experience
• Delivery focused: Previous experience leading professional services 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)
• Ability to travel; up to 25%

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