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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.
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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.
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 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 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 manage 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
- 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 issues and at-risk accounts; communicate effectively and appropriately with internal and external leaders and executives
Required Qualifications:
- Direct experience delivering and/or overseeing solutions on the Salesforce Platform.
- 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.)
Preferred Qualifications:
- Experience 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.
- Extremely 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)
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