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Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Department Description

Salesforce Professional Services focuses on delivering strategic engagements that define transformational opportunities and articulate clear plans for execution of change programs. We rely on our team’s expertise and specialisms to engage with executive-level customers to agree on specific business goals and actions to ignite the full value of Salesforce. Our approach considers people, process, and technology — and a successful engagement includes recommendations to the business for change to support deeper, more relevant use of the Salesforce platform.

Overview Of The Role

Engagement Directors play a critical 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. Our Engagement Directors serve 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 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). They drive delivery of the expected outcomes for each engagement and are internally and externally recognized as a business contributor, industry and product specialist.

Responsibilities

Partnered with an Account Partner (Services Salesperson), the Engagement Director leads both pre and post-sales activities. They are the delivery expert across the portfolio of products, responsible for developing and articulating comprehensive implementation proposals. They will then maintain the executive relationships and act as a main contact within these engagements in a billable capacity, ensuring tight alignment, offering proactive and prescriptive advice resulting in outstanding Customer Success. This may include the following:

Pre-Sales alignment
Project kickoff
Bringing industry expertise and perspective
Drive better outcomes through extensive platform expertise
Deep understanding of Salesforce platform and solutions
Engagement planning and alignment to customer objectives
Regular customer sponsor check ins
Services Renewal management
Ensure project operational compliance
Executive Relationship building

Are you passionate about Customer Success and would you like to work at the forefront of Digital Innovation at one of the most exciting CRM companies? Join our team!

Your Impact

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 standard methodologies to each engagement through your deep platform 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 point of contact for both the customer and Salesforce delivery teams
Successfully manage 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 workplace 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
Manage to a minimum billable util target
Partner with the Go-to-Market Team (Services Sellers) to drive continued growth of services
Proactively mitigate and manage critical issues and at-risk accounts; communicate effectively and appropriately with internal and external leaders and executives

Required Qualifications

7+ 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
Previous experience managing professional service delivery for a software company (SaaS preferred)
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.)
Ability to travel; up to 50%

Preferred Requirements

Experience working with customers in the Tech industry
7+ years’ operating in a pre-sales environment, shaping and scoping large and complex implementation projects
7+ 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.
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
Proven ability to build strong working relationships across multiple functions/levels; adept at mediating conflict and fostering healthy dialogue
Understands cloud-based technologies; translates customer/business requirements into business solutions (and successfully positions with customers)

Accommodations

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

For New York-based roles, the base salary hiring range for this position is $174,900 to $276,800.

For Colorado-based roles, the base salary hiring range for this position is $159,100 to $230,700.

For Washington-based roles, the base salary hiring range for this position is $159,100 to $253,700.

For California-based roles, the base salary hiring range for this position is $174,900 to $276,800.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.