Salesforce

Engagement Manager (Core/ Multi-Cloud)

Salesforce

March 31, 2021


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Job Category
Customer Success Group
Job Details
The Engagement Manager (EM) plays the critical role (at the Professional Services team) in setting customers up for Success by shaping the Pre Sales engagements , leading the development of client-specific services proposals (Rough Order of Magnitude - ROM, Statement of Work - SOW, etc.), staffing plans, engaging with SMEs (Subject Matter Experts) across the organization to gain consensus on an acceptable proposal scope.
The Engagement Manager will execute Strategic Discovery to gather the business and technical requirements in order to build Value-based proposals based on Salesforce Service Offerings. The EM will work with the many different stakeholders and the customer to answer RFI's and RFP's , follow the customer buying process, and guiding the customer's stakeholders to have a clear roadmap vision towards Salesforce's platform implementation.
The Engagement Manager is a customer-facing role, that works with different teams from IT to Business Areas building and presenting high-quality materials related to customer's business transformation.
The Engagement Manager negotiates with the customer what is the appropriate services scope balancing between budget and business needs.
Once the project is booked, the Engagement Manager is also responsible to execute the Knowledge Transfer to internal and external teams in order to guarantee that everything was negotiated during the Pre Sales will be executed on the Project. During the project, the Engagement Manager is responsible for follow-up the status with the Project Manager, and also be a point of escalation to the customer in case it's required to course-correct the project, or if it's required to execute a Change Request.
The Engagement Manager will serve as a Trusted Advisor to Salesforce strategic customers, providing guidance to Sales & Professional Services teams, ensuring synergies across each customer’s projects, and ensuring the highest levels of customer satisfaction.
Partnered with an Account Partner (Services Salesperson), the Engagement Manager is a highly enabled, experienced pre-sales professional with high-level communication skills who is accountable for project delivery end-to-end, starting with supporting pre-sales activities by contributing defined deliverables and valuable insights around Salesforce’s services delivery, staffing of the project team after the deal is closed, overseeing internal knowledge transfers between pre-sales and the project team and supporting the PM throughout the project lifecycle with defined activities in a billable role.
Responsibilities :
  • Aligning closely with Account 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, during the pre-sales stage, presenting them to the customer, scope the SOWs, staffing plans, engaging with SMEs across the organization to gain consensus on an acceptable proposal
  • Provide the Professional Services team with Subject Matter Expertise related to the proposed solution and client needs in order to ensure successful project delivery
  • 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
  • Manage multiple strategic clients simultaneously
  • Communicate effectively and appropriately with internal and external leaders and executives
  • Partner with our internal teams and partners, to enrich our content and mitigate proposal risks
  • Add business value and industry content in the larger opportunities

Your Impact, as Engagement Manager, you:
  • Have broad expertise or unique knowledge, use skills to contribute to development of company objectives and principles and to achieve goals in creative and effective ways.
  • Work on significant and unique issues where analysis of situations or data requires an evaluation of intangibles.
  • Exercise independent judgment in methods, techniques, and evaluation criteria for obtaining results.
  • Contact pertains to significant matters often involving coordination among groups.
  • Act independently to determine methods and procedures on new or special assignments.
  • May supervise the activities of others.

Preferred Qualifications & Skills:
  • Portuguese and English are required. Spanish is a plus.
  • 5+ years’ operating in a pre-sales environment, shaping and scoping large and complex implementation projects, preferred in CRM
  • 5+ years’ experience delivering consulting services, preferred in CRM, including team leadership and active involvement in selling professional services
  • Demonstrated technical and/or functional aptitude, and ability to engage with architects or SME in pre-sales activities.
  • Previous experience / profound knowledge of Business / IT / Enterprise Architecture is highly desirable.
  • Extremely strong written and verbal communication skills, executive-level presence, and experience in working in a client advisory role
  • BA/BS or equivalent; MBA is a plus
  • Availability to travel.

Specific for Core
  • Knowledge of CRM solutions, mainly Sales and Services management processes.
  • Certification in Salesforce Sales Cloud Consultant and/or Salesforce Services Cloud Consultant is a plus
  • Certification in Agile Methodologies is a plus

Competitive Benefits
- Health Insurance for you and your family
- Wellness and Education reimbursements
- Employee Stock Purchase program
  • Parental leave
- Childcare subsides
And more!
About salesforce.com
Salesforce.com is the global leader in customer relationship management (CRM) software. We pioneered the shift to cloud computing, and today we’re delivering the next generation of social, mobile and cloud technologies that help companies revolutionize the way they sell, service, market and innovate–and become customer companies. 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. Our “more human, less corporate” culture is built around doing work that matters, winning as a team and celebrating success Aloha-style. Ready to find your #dreamjob?
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Accommodations - If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.
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 Salesforce and explore our benefits.
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. 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.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesfore.com or Salesforce.org.
Salesforce welcomes all.