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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.

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.

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?

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

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

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

Delivery focused: Previous experience managing professional service delivery for a software company (SaaS preferred)

Excellent analytical & problem solving skills

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)

Note: By applying to the Engagement Director posting, recruiters and hiring managers across the organization hiring for this role will review your resume. Our goal is for you to apply once and have your resume reviewed by multiple hiring teams.

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.

For New York-based roles, the base salary hiring range for this position is $200,300 to $290,500.

For Illinois based roles, the base salary hiring range for this position is $183,600 to $266,300.

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.