Engagement manager – salesforce
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Job category: customer success
about salesforce
salesforce is the #1 ai crm, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we’re looking for trailblazers who are passionate about bettering business and the world through ai, driving innovation, and keeping salesforce's core values at the heart of it all.
Ready to level‑up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of ai, and you are the future of salesforce.
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 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.
Responsibilities
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.
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
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 who are willing to be referenced for new potential clients.
Bring standard methodologies to each engagement through 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, provide 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).
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/.
When you join salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our ai agents accelerate your impact so you can do your best. Together, we’ll bring the power of agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for ai, and the world.
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