Engagement Manager - Federal Civilian - Public Sector - Military veterans preferred

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Engagement Manager - Federal Civilian - Public Sector

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remote type

Office - Flexible

locations

Virginia - Mclean

District of Columbia - Washington

time type

Full time

posted on

Posted Yesterday

job requisition id

JR241760

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.
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.
Role Description
The Engagement Manager plays a meaningful role in setting customers up for Success by prescriptively crafting and then leading the execution of large and ground-breaking 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 harmonies across each customers projects, and ensuring the highest levels of customer satisfaction. They are Salesforce platform authorities 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 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, acting as the Delivery guide 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 team member 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
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 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, 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 partner concern point 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
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 sophisticated issues and engagements, exercising discretion and latitude in reaching critical goals.
Lead cross-functional teams and mentors others
Handle a minimum billable util target
Partner with the Go-to-Market Team (Services Sellers) to drive continued growth of services
Proactively mitigate and run critical blocking issues and at-risk accounts; communicate effectively and appropriately with internal and external leaders and executives
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 validated 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 team members.
Experience in developing and performing project governance methodologies. Demonstrated success engaging at CxO level and representing on Project Steering Committee Executive Boards
Minimum Requirements
5+ years of direct experience delivering and/or being responsible for solutions on the Salesforce Platform.
10+ years experience delivering consulting services, including team leadership and active involvement in selling professional services, including Advisory engagements
Located in the metro Washington DC are and its surroundings, working sometimes from the McLean, VA office or at one of our customer locations on a regular basis.
Must be a US Citizen.
Preferred Requirements
5+ years operating in a pre-sales environment, shaping and scoping large and complex implementation projects
5+ years of enterprise-level project or program management experience
Salesforce Application and/or System Architect certifications
Demonstrated technical and/or functional competence, and ability to engage 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
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 foresight
Delivery focused: Previous experience leading professional service delivery for a software company (SaaS preferred)
Excellent analytical & problem solving skills
Confirmed 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 optimally positions with customers)
BA/BS degree or foreign equivalent; MBA preferred
Ability to travel; up to 25%
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