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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.

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.

The Engagement Manager /Engagement Director for Public Sector - State and Local plays a meaningful role in setting customers up for Success by prescriptively crafting and then leading the execution of large and groundbreaking engagements for our most strategic Public Sector State & Local customers. Engagement Managers serve as a trusted advisor to Salesforce customers, providing mentorship to Sales & Professional Services teams, ensuring commonalities across each customer’s projects, and ensuring the highest levels of customer satisfaction. They are Salesforce platform authorities who are accountable for ensuring customer success, business value, and leading the Salesforce Services team assigned to their Public Sector State & Local accounts to deliver the encouraged outcomes of the engagement and are internally and externally recognized as a business contributor, industry, and product specialist!


Responsibilities:

Deliver high client satisfaction (CSAT) by consistently meeting/exceeding goals and metricsEnsure 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 clientsBring standard processes 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 deliveryPositively impact client Services renewals (when applicable) by aligning customer success with professional services roadmapAlign closely with Account and Services Sales team by leading pre-sales activities such as the development of client-specific proposals, SOWs, staffing plans, and engaging with SMEs across the organization to gain consensus on an acceptable proposalWhere 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 teamsSuccessfully lead multiple strategic client engagements simultaneouslyRecognized as a valuable and trusted advisor by our customers and other members of Salesforce and continue to build a reputation for excellence in professional servicesInspire 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 WorkShow continued professional growth and developmentAct as an advisor on complex issues and engagements, exercising discretion and latitude in reaching critical goalsLead cross-functional teams and mentor othersLead to a minimum billable utilization targetPartner with the Go-to-Market Team (Services Sellers) to drive continued growth of servicesProactively mitigate and run critical escalations and at-risk accounts; communicate effectively and appropriately with internal and external leaders and executivesCoach, mentor, and develop a team

The ideal candidate will have:

A successful track record of working effectively in a highly matrixed and fast-growing organizationA passion and belief in the unique value of professional services in a cloud software companyThe consistent track record to develop customer relationships, understand their businesses, and develop a shared vision for accelerating their business success with SalesforceThe ability to mobilize and inspire a diverse and geographically dispersed professional services team to drive successful business outcomes for the customerThe capability to recognize complicated customer and internal relationships and navigate successful outcomes for multiple partnersExperience in developing and driving project governance methodologies. Demonstrated success engaging at CxO level and representing on Project Steering Committee Executive Boards

Must Have Qualifications & Skills:

10+ years’ experience delivering consulting services, including team leadership and active involvement in selling professional services, including advisory engagements10+ years of direct experience delivering and/or overseeing technology solutions and with a minimum of 2 years on the Salesforce PlatformExtremely strong written and verbal communication skills, executive level presence and experience in working in a client advisory role

Preferred Qualifications & Skills:

Degree or equivalent shown experience required. Experience will be evaluated based on the Values & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)Experience operating in a pre-sales environment, shaping and scoping large and complex implementation projects5+ years of enterprise-level project or program management experienceSalesforce Application and/or System Architect certificationsDemonstrated technical and/or functional skill, and ability to engage with architects or SMEs into pre-sales activities.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 sessionsExcellent 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 experienceDelivery focused: Previous experience leading professional services delivery for a software company (SaaS preferred)Excellent analytical & problem solving skillsProven ability to build strong working relationships across multiple functions/levels; adept at mediating conflict and fostering healthy dialogueUnderstands 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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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 Colorado-based roles, the base salary hiring range for this position is $147,800 to $244,500.For Washington-based roles, the base salary hiring range for this position is $162,600 to $268,900.

For California-based roles, the base salary hiring range for this position is $162,600 to $293,900.

For Illinois based roles, the base salary hiring range for this position is $162,600 to $268,900.

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.