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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.

The Senior Engagement Manager 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 Salesforce’s Heroku customers. Senior Engagement Managers serve as a trusted advisor to customers, providing mentorship to Sales & Professional Services teams, ensuring synergies across each customer’s projects, and ensuring the highest levels of customer happiness. They are experts who are accountable for ensuring customer success, business value, and leading the Services team assigned to their Heroku accounts to deliver the expected 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
Encourage 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 encourage 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:

8+ years’ experience delivering consulting services, including team leadership and active involvement in selling professional services, including advisory engagements
8+ years of direct experience delivering and/or overseeing technology solutions
Extremely strong written and verbal communication skills, executive level presence and experience in working in a client advisory role
Candidate must be located in the United States

Preferred Qualifications & Skills:

Degree or equivalent relevant 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
Heroku or other Paas 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 (PaaS 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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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. 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. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

For New York-based roles, the base salary hiring range for this position is $157,900 to $236,900.

For Colorado-based roles, the base salary hiring range for this position is $143,500 to $197,400.

For Washington-based roles, the base salary hiring range for this position is $143,500 to $217,200.

For Washington D.C based roles, the base salary hiring range for this position is $157,900 to $217,200.

For Maryland based roles, the base salary hiring range for this position is $157,900 to $217,200.

For California-based roles, the base salary hiring range for this position is $157,900 to $236,900.

For Hawaii-based roles, the base salary hiring range for this position is $143,500 to $197,400.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.