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Customer Success Group
The Engagement Manager plays the critical role for setting customers up for Success by prescriptively shaping and then leading the execution of large and transformational projects 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. Partnered with a Account Partner (Services Sales person), 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 implementations in a billable capacity, ensuring tight stakeholder alignment, offering proactive and prescriptive advice resulting in outstanding Customer Success.Responsibilities
Leading the development of client-specific implementation proposals, SOWs, staffing plans, engaging with SMEs across the organization to gain consensus on an acceptable proposal
Aligning closely with Account and Services Sales teams to own pre-sales activities such as scoping, solutioning, SOW development and project staffing
Provide the Professional Services team with Subject Matter Expertise related to the proposed solution and client needs in order to ensure successful project delivery
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
Ensure that engagements conclude with fully satisfied clients that are willing to be references for new potential clients
Manage multiple strategic clients simultaneously
Proactively mitigate and manage critical escalations and at-risk accounts; communicate effectively and appropriately with internal and external leaders and executives
Have broad expertise or unique knowledge, use skills to contribute to development of company objectives and principles and to achieve goals in creative and effective ways
Work on significant and unique issues where analysis of situations or data requires an evaluation of intangibles
Exercise independent judgment in methods, techniques and evaluation criteria for obtaining results
Contact pertain to significant matters often involving coordination among groups
Act independently to determine methods and procedures on new or special assignments
May supervise the activities of others
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
Excellent analytical & problem solving skills
Circa 3 years’ operating in a pre-sales environment, shaping and scoping large and complex implementation projects or of enterprise-level project or program management experience
Demonstrated technical and/or functional aptitude, and ability to engage with architects or SME into pre-sales activities
Circa 6 years’ experience delivering consulting services, including team leadership and active involvement in selling professional services
Experience or demonstrable knowledge of Experience Design methodologies, Business Process Design, and Enterprise Architecture
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