Vaga de Engagement Manager
1 vaga: | Publicada em 18/04
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Job Category
Customer Success
Job Details
About Salesforce
Were 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 youve come to the right place.
About Salesforce
Were 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 youve come to the right place.
Department Description
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 teams 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.
Overview of the Role
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. Our Engagement
Managers serve as a trusted advisor to Salesforce customers, providing guidance to
Sales & Professional Services teams, ensuring alignments across each customers
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 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
Are you passionate about Customer Success and would you like to work at the
forefront of Digital Innovation at one of the most exciting CRM companies?
Your Impact:
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 methodologies 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 point
of contact for both the customer and Salesforce delivery teams
Successfully handle multiple strategic clients 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 environment 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
Handle to a minimum billable util target
Partner with the Go-to-Market Team (Services Sellers) to drive continued growth of
services
Proactively mitigate and lead critical issues and at-risk accounts; communicate
effectively and appropriately with internal and external leaders and executives
Required Qualifications:
5+ years of direct experience delivering and/or overseeing solutions on the
Salesforce Platform.
10+ years of proven experience delivering consulting services, including team
leadership and active involvement in selling professional services, including
Advisory engagements
Degree or equivalent relevant experience required. Experience will be evaluated
based on the core competencies for the role (e.g. extracurricular leadership
roles, military experience, volunteer roles, work experience, etc.)
Ability to travel; up to 50%
Preferred Qualifications:
5+ years operating in a pre-sales environment, shaping and scoping large and
complex implementation projects
Proven experience in leading enterprise-level projects and programs
Salesforce Application and/or System Architect certifications
Demonstrated technical and/or functional proficiency, and ability to work well
with architects or SMEs into pre-sales activities.
Very 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
Proven track record in building strong working relationships across multiple
functions/levels; adept at fostering healthy dialogue
Understands cloud-based technologies; translates customer/business requirements
into business solutions (and successfully positions with customers)
Note:
By applying to the Engagement Manager posting, recruiters and hiring managers
across the organization hiring for this role will review your resume. Our goal is
for you to apply once and have your resume reviewed by multiple hiring teams.
BENEFITS & PERKS
Comprehensive benefits package including well-being reimbursement, generous
parental leave, adoption assistance, fertility benefits, and more!
World-class enablement and on-demand training with Trailhead.com
Volunteer opportunities and participation in our 1:1:1 model for giving back to
the community
For more details, visit https://www.salesforcebenefits.com/
Accommodations
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submit a request via this Accommodations Request Form.
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.