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Job Category
Customer Success
Job Details
About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.
The Senior Engagement Manager plays a critical role in setting customers up for Success by shaping the Professional Services deals and engagements for our customers. They are comfortable operating in an amorphous pre-sales environment, shaping the proposals and influencing customer key stakeholders' decision-making. Candidates must have personally demonstrated consultative pre-sales, prescriptive solutioning, project delivery credibility, and hands-on experience working directly with shaping the deals, SOWs, RFPs for customers in CRM and Salesforce implementation proposals.
We are looking for talented individuals to join a growing team that can demonstrate both:
Passion for:
Proactively leading customer and internal conversations with a point of view, drawing from previous experiences to create a clear path forward.
- Provide the Professional Services team & customers with Subject Matter Expertise related to the proposed solution and client needs in order to ensure successful transformation.
- Deep understanding of factors that drive customer success for Salesforce (or similar) implementations within an enterprise context and how they directly contribute to long term customer retention
- Lead conversations with empathy and be comfortable dwelling in the problem domain before solutioning
- Quickly build credibility in fast-moving environments with a diverse set of stakeholders
- Proactively work with the services and licence sales opportunities to identify new and tangential opportunities
Attention to detail:
Partnering effectively to create a detailed execution plan, SOW & commercial proposition to best meet the needs of our customers.
- Aligning closely with Account (Licenses Sales) and Services Sales teams to own pre-sales activities such as scoping, solutioning, SOW development and project staffing.
- Leading the development of client-specific implementation 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.
- Retain and nurture relationships post-engagement to ensure ongoing opportunities are realized and acted upon appropriately
- Manage project- and account-level escalations as needed
- Anticipate needs and position training, support, and other solutions that may be needed for a successful customer experience
- Ensure that engagements conclude with fully satisfied clients that are willing to be referenced for new potential clients
- Manage multiple strategic clients simultaneously
- Navigating and engaging within our partner ecosystems, where partners may simultaneously work with you and compete with you around a common set of accounts.
- The ability to proactively identify and mitigate risks to customer success, be it through the addition of new products and services, strategy & planning, or escalation
- Proactively mitigate and manage critical escalations and at-risk accounts; communicate effectively and appropriately with internal and external leaders and executives.
Required Experience & Education
- 14+ years experience delivering or leading consulting engagements, including team leadership and active involvement in selling professional services
- 5+ years experience writing SOWs, negotiating T&Cs, managing bookings and utilization
- 5+ years managing C-level client relationships, including escalation resolution
- 5+ years of enterprise-level project management experience
- 5+ years operating in a pre-sales environment, shaping and scoping large and complex implementation projects
- Experience in the Financial Services, Retail, Auto & Communications industry is an advantage
- Extremely strong written and verbal communication skills, executive level presence and experience in working in a client advisory role
- Able to command a group audience, lead with a point of view, facilitate solutioning and lead discussions such as implementation methodology, project roadmaps, social enterprise strategy, mobile strategy and executive-level requirement gathering sessions
- Highly developed soft skills, with the ability to adjust communication style based on the audience and difficult client situations.
- Excellent analytical & problem solving skills.
- Collaborative and consultative work style, ability to thrive in a high velocity, highly dynamic work environment
- Demonstrated ability to lead and manage teams through influence while also functioning as an individual contributor / team member.
- History of working in a consultative selling environment, where clients seek and value your opinions and see your advice as objective and unbiased
- Enterprise transformation experience, including a track record of selling or delivering targeted engagements that will underpin Salesforce's "customer company" strategy
- Salesforce CRM Solution Architecture experience is mandatory for this role.
- Salesforce - Any active certifications, and trailhead ranger preferred
- Continuous learner who invested their time in Salesforce eco system preferred.
Unleash Your Potential
When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.
Accommodations
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Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.
