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Job Category
Customer SuccessJob 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.
Salesforce 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.
Snr. 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. 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 Snr. 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:
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
REQUIRED QUALIFICATIONS
Relevant experience delivering consulting services, including team leadership and active involvement in selling professional services.
Experience operating in a pre-sales environment, shaping and scoping large and complex implementation projects.
Experience with enterprise-level project or program management experience.
Experience with implementing digital transformations at international organisations acting as a bridge between business and IT team.
Able to seamlessly connect strategy and operational processes.
Demonstrated technical and/or functional proficiency, and ability to engage with architects or Subject Matter Authority in pre-sales activities.
Strong written and verbal communication skills, executive level presence and experience in working in a client advisory role.
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.
Experience will be evaluated based on alignment to the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer work, etc.).
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