Engagement Manager at Salesforce

Role Description
Engagement Managers play the critical role for setting customers up for Success by prescriptively shaping and then leading the execution of large and transformational projects at our most strategic customers. They serve as trusted advisors to Salesforce customers, providing guidance to Sales & Professional Services teams, ensuring the highest levels of customer satisfaction. Partnered with an Account Partners (Services Sales counterpart), they lead both pre and post sales activities to articulate comprehensive implementation proposals. They will then maintain the executive relationships while acting as point of contact in a billable capacity. They are ensuring tight alignment among partners, offering proactive and prescriptive advice resulting in outstanding Customer Success!

YOUR IMPACT: Responsibilities

• Leading the development of client-specific implementation proposals, Statements of Work, staffing plans, engaging across the board to gain consensus on an acceptable proposal
• Aligning closely with Account and Services Sales teams to own pre-sales activities such as scoping, solutioning, Statements of Work development and project staffing
• A successful (digital) transformation involves more than the implementation of the Salesforce success platform. As an Engagement Manager you support the customer tailored insight into other factors that resolve a successful transformation
• Where appropriate and required for Customer Success, providing direct oversight to the project team during the full lifecycle of the engagement, acting as point of contact for both the customer and Salesforce delivery teams
• Ensure that engagements conclude with fully satisfied clients that are willing to be references for new potential clients
• Proactively mitigate and manage critical and at-risk accounts; communicate effectively and appropriately with internal and external leaders and executives.

As Engagement Manager, You

• Act as an authority in the field, use professional concepts in developing resolution to critical issues and broad design matters
• Work on issues that impact department success or address future concepts, products or technologies
• Build formal networks with key decision makers and serve as external spokesperson for the organisation
• Contribute in shaping customer vision, roadmap and quick wins
• Provide Internal Knowledge Transfer (IKT) and contribute to project results and success as a billable resource (25% of time allocation)
• Lead project as required and nurture executive relationships during and post engagement to ensure Customer Satisfaction
• As a trusted advisor you are able to identify and close follow-on business

Minimum Qualifications

• + 10 years’ experience delivering consulting services, including team leadership and active involvement in selling professional services
• + 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
• 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
• Excellent analytical & problem solving skills
• Proficiency in English is required

Preferred Qualifications & Skills

• Cross Domain (e-commerce, CRM) knowledge
• University degree or equivalent from a top tier school
• Certified in Salesforce Sales and Service Cloud