Engagement Manager - Director Consumer Business Services

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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
Consumer Services (eg Professional Services, Staffing, Commercial Real Estate)
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%
Accommodations
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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.
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do not accept unsolicited headhunter and agency resumes.
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will not pay any third-party agency or company that does not have a signed agreement with
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Salesforce welcomes all.
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As a federal contractor, Salesforce is required to verify that all US-based employees are fully vaccinated against COVID-19. If you receive an offer and are unable to get vaccinated for religious or medical reasons, you may request a reasonable accommodation.
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. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

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