at Salesforce.com, Inc in Augusta, Maine, United States
To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.
Customer Success Group
The Engagement Manager plays the critical role for setting customers up for Success by prescriptively shaping and then leading the execution of large and transformational projects at our most strategic customers. The Engagement Manager serves as a trusted advisor to Salesforce Industry 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 a Account Partner (Services Sales person), the Engagement Manager leads both pre and post sales activities, acting as the Delivery expert across the portfolio of products and engaging other SMEs across the organization to develop and articulate comprehensive implementation proposals. The Engagement Manager will then maintain the executive relationships and act as an escalation point within these implementations in a billable capacity, ensuring tight stakeholder alignment, offering proactive and prescriptive advice resulting in outstanding Customer Success.
Leading the development of client-specific implementation proposals, SOWs, staffing plans, engaging with SMEs across the organization to gain consensus on an acceptable proposal
Aligning closely with Account and Services Sales teams to own pre-sales activities such as scoping, solutioning, SOW development and project staffing
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
Ensure that engagements conclude with fully satisfied clients that are willing to be references for new potential clients
Manage multiple strategic clients simultaneously
Proactively mitigate and manage critical escalations and at-risk accounts; communicate effectively and appropriately with internal and external leaders and executives
Your Impact, as Engagement Manager you:
Are internally and externally recognized as a business contributor, industry or product specialist.
Augusta, Maine 04332