Engagement Manager - Director, Public Sector

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Job Category

Customer Success Group

Job Details

The Engagement Manager plays 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. 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. 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 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 stakeholder alignment, offering proactive and prescriptive advice resulting in outstanding Customer Success. This may include the following:

• Pre-Sales alignment

• Project kickoff

• Bringing Public Sector industry expertise and perspective

• Drive better outcomes through extensive platform expertise

• Deep understanding of Salesforce solutions

• Engagement planning and alignment to customer objectives

• Regular customer sponsor check ins

• Services Renewal management

• Ensure project operational compliance

• Executive Relationship building

Responsibilities:

• 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 best practices to each engagement through your deep Public Sector industry 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 escalation point for both the customer and Salesforce delivery teams

• Successfully run 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 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

• Lead billable utilization target

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

• Proactively mitigate and run critical escalations 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.

• A deep understanding of at least one of the core areas of CMT (Communications, Media, Tech)

• Proven track record of developing customer relationships, understanding their businesses, and developing 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 stakeholders.

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

Must Have Qualifications & Skills:

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

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

• 5+ years relevant Public Sector industry experience

Preferred Qualifications & Skills:

• 5+ years of experience 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 proficiency, 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 skill

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

• Excellent analytical & problem solving skills

• Proven track record to build strong working relationships across multiple functions/levels; adept at mediating conflict and encouraging balanced dialogue

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

• BA/BS degree or foreign equivalent

• Ability to travel up to 25%

This candidate must be a U.S. citizen (U.S. born or naturalized) who does not hold dual citizenship and agrees to complete a U.S. federal government Minimum Background Investigation (MBI) for a Moderate Public Trust position.

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