Engagement Director - HLS Payor

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Job Category

Customer Success Group

Job Details

The Engagement Manager will support our HLS (Health and Life Sciences) OU. You will play a meaningful 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! We see the Engagement Manager serving as a trusted advisor to Salesforce customers, providing guidance to Sales & Professional Services teams, ensuring alignment 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. Engagement Managers 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 expert across the portfolio of products and engaging other SMEs across the organization to develop and articulate comprehensive implementation proposals. You will maintain the executive relationships and act as point of contact within these engagements in a billable capacity and offer proactive and prescriptive advice resulting in outstanding Customer Success!

Responsibilities:

• As a team, we 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

• With your deep platform expertise, you will provide 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 lead multiple strategic clients simultaneously

• At Salesforce, we inspire people to do the best work of their careers, amplify the knowledge and capability of those around us, and provide an inclusive workplace as one of Best Places to Work.

• Lead cross-functional teams and mentor others

• Manage to a minimum billable utilization target

• Partner with the Go-to-Market Team (Services Sellers) to drive continued growth of services

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.

• A deep understanding of HLS (eg Payor and Provider)

• 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.

• Experience in developing and delivering project governance methodologies. Demonstrated success engaging at CxO level and representing on Project Steering Committee Executive Boards

• Experience in managing budgets

Must Have Qualifications & Skills:

• 5+ years of direct experience delivering and/or overseeing solutions on the Salesforce Platform.

• 10+ years’ experience delivering consulting services, including team leadership and active involvement in selling professional services, including Advisory engagements

• 5+ years relevant HLS experience

Preferred Qualifications & Skills:

• 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.)

• 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/functional knowledge, and ability to engage 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

• Excellent strategy development and problem-solving skills as well as business development focus and experience

• Delivery focused: Previous experience managing professional service delivery for a software company (SaaS preferred)

• Excellent analytical & problem solving skills

• Proven track record of building strong working relationships across multiple functions/levels; adept at mediating concerns and fostering healthy dialogue

• Understands cloud-based technologies; translates customer/business requirements into business solutions (and successfully positions with customers)

• Ability to travel; up to 25%

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