Engagement Manager

_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 Group JOB DETAILS ENGAGEMENT MANAGER OVERVIEW OF THE ROLE : SALESFORCE, THE CUSTOMER SUCCESS PLATFORM AND WORLD'S #1 CRM, EMPOWERS COMPANIES TO CONNECT WITH THEIR CUSTOMERS IN A WHOLE NEW WAY. WE ARE THE FASTEST GROWING OF THE TOP 10 ENTERPRISE SOFTWARE COMPANIES, THE WORLD’S MOST INNOVATIVE COMPANY ACCORDING TO FORBES, AND ONE OF FORTUNE’S 100 BEST COMPANIES TO WORK FOR SIX YEARS RUNNING. THE GROWTH, INNOVATION, AND ALOHA SPIRIT OF SALESFORCE ARE DRIVEN BY OUR INCREDIBLE EMPLOYEES WHO THRIVE ON DELIVERING SUCCESS FOR OUR CUSTOMERS WHILE ALSO FINDING TIME TO GIVE BACK THROUGH OUR 1/1/1 MODEL, WHICH LEVERAGES 1% OF OUR TIME, EQUITY, AND PRODUCT TO IMPROVE COMMUNITIES AROUND THE WORLD. 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 ALIGNMENTS ACROSS EACH CUSTOMER’S PROJECTS, AND ENSURING THE HIGHEST LEVELS OF CUSTOMER HAPPINESS. PARTNERED WITH AN ACCOUNT PARTNER (SERVICES SALES PERSON), THE ENGAGEMENT MANAGER LEADS BOTH PRE 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 CUSTOMER ALIGNMENT, OFFERING PROACTIVE AND PRESCRIPTIVE ADVICE RESULTING IN OUTSTANDING CUSTOMER SUCCESS. _RESPONSIBILITIES: _ * PROVIDE THE PROFESSIONAL SERVICES TEAM WITH TECHNICAL CORE (SALES CLOUD, SERVICE CLOUD, EXPERIENCE CLOUD, TABLEAU CRM, ETC.) EXPERTISE RELATED TO THE PROPOSED SOLUTION AND CLIENT NEEDS IN ORDER TO ENSURE SUCCESSFUL PROJECT DELIVERY * ENSURE THE RIGHT TECHNICAL ARCHITECTURE TO BE PUT IN PLACE THAT ALLOWS CUSTOMERS TO ACHIEVE THEIR GOALS * ALIGNING CLOSELY WITH ACCOUNT AND SERVICES SALES TEAMS TO PROVIDE TECHNICAL HYPOTHESIS TO SUPPORT OUR FINANCIAL PROPOSAL * CONTRIBUTE TO PRE-SALES ACTIVITIES SUCH AS SCOPING, SOLUTIONING, SOW DEVELOPMENT AND PROJECT STAFFING * 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 * RUN MULTIPLE STRATEGIC CLIENTS SIMULTANEOUSLY * PROACTIVELY MITIGATE AND LEAD CRITICAL CUSTOMER CONCERNS AND AT-RISK ACCOUNTS; COMMUNICATE EFFECTIVELY AND APPROPRIATELY WITH INTERNAL AND EXTERNAL LEADERS AND EXECUTIVES _YOUR IMPACT, AS ENGAGEMENT MANAGER, YOU: _ * ARE INTERNALLY AND EXTERNALLY RECOGNIZED AS BUSINESS CONTRIBUTOR AND TECHNICAL ARCHITECTURE SPECIALIST. * HAVE HIGH LEVEL OF KNOWLEDGE OF RELEVANT TECHNOLOGIES, EMERGING BUSINESS/ INDUSTRY TRENDS, COMPETITIVE TECHNICAL DIRECTION AND PRODUCT DIRECTION. * INTEGRATE RESEARCH AND NEW TECHNOLOGIES INTO COMPANY PRODUCT PLATFORMS. * SETTLE METHODOLOGIES AND PROCEDURES ON NEW ASSIGNMENTS BASED ON GENERAL DIRECTION FROM SENIOR MANAGEMENT. * WORK ON ISSUES AND PROJECTS WHICH HAVE HIGH COMPLEXITY. * DRIVE PRE-SALES WITH FRENCH AND INTERNATIONAL CUSTOMERS (WE ALSO COVER PRE SALES FOR THE MMEA REGION) * ACT AS AN ADVISOR ON SOPHISTICATED ISSUES AND PROJECTS, EXERCISING DISCRETION AND LATITUDE IN REACHING PROJECT GOALS. LEADS CROSS FUNCTIONAL TEAMS AND MENTORS OTHERS. _PREFERRED QUALIFICATION & SKILLS: _ * 10+ YEARS’ EXPERIENCE DELIVERING TECHNICAL CONSULTING SERVICES IN AN TECHNICAL ARCHITECT ROLE, INCLUDING TEAM LEADERSHIP AND ACTIVE INVOLVEMENT IN SELLING PROFESSIONAL SERVICES * 5+ YEARS’ OPERATING IN A PRE-SALES ENVIRONMENT, SHAPING AND SCOPING LARGE AND COMPLEX IMPLEMENTATION PROJECTS * SALESFORCE PRODUCT CERTIFICATIONS AND EXPERIENCE IN SPECIFIC INDUSTRIES ARE A PLUS * ABILITY TO WORK AUTONOMOUSLY, IN A FAST-PACED ENVIRONMENT ADDRESSING MULTIPLE DEALS IN PARALLEL * DEMONSTRATED TECHNICAL SKILL, AND ABILITY TO ENGAGE WITH ARCHITECTS INTO PRE-SALES ACTIVITIES. * VERY EFFECTIVE WRITTEN AND VERBAL COMMUNICATION SKILLS, EXECUTIVE LEVEL PRESENCE AND EXPERIENCE IN WORKING IN A CLIENT ADVISORY ROLE * PROVEN 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 * FLUENT IN FRENCH AND ENGLISH REQUIRED ACCOMMODATIONS If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form . 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