Engagement Manager
hace 3 días
**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
- 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
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