Description

The Senior Engagement Manager plays a critical role in setting customers up for Success by shaping the Professional Services deals and engagements for our customers. They are comfortable operating in an amorphous pre-sales environment, shaping the proposals and influencing customer key stakeholders’ decision-making. Candidates must have personally demonstrated consultative pre-sales, prescriptive solutioning, project delivery credibility, and hands-on experience working directly with shaping the deals, SOWs, RFPs for customers in CRM and Salesforce implementation proposals.

We are looking for talented individuals to join a growing team that can demonstrate both:

Passion for:

Proactively leading customer and internal conversations with a point of view, drawing from previous experiences to create a clear path forward.

• Provide the Professional Services team & customers with Subject Matter Expertise related to the proposed solution and client needs in order to ensure successful transformation.

• Deep understanding of factors that drive customer success for Salesforce (or similar) implementations within an enterprise context and how they directly contribute to long term customer retention

• Lead conversations with empathy and be comfortable dwelling in the problem domain before solutioning

• Quickly build credibility in fast-moving environments with a diverse set of stakeholders

• Proactively work with the services and licence sales opportunities to identify new and tangential opportunities

Attention to detail:

Partnering effectively to create a detailed execution plan, SOW & commercial proposition to best meet the needs of our customers.

• Aligning closely with Account (Licenses Sales) 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, 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.

• Retain and nurture relationships post-engagement to ensure ongoing opportunities are realized and acted upon appropriately

• Manage project- and account-level escalations as needed

• Anticipate needs and position training, support, and other solutions that may be needed for a successful customer experience

• Ensure that engagements conclude with fully satisfied clients that are willing to be referenced for new potential clients

• Manage multiple strategic clients simultaneously

• Navigating and engaging within our partner ecosystems, where partners may simultaneously work with you and compete with you around a common set of accounts.

• The ability to proactively identify and mitigate risks to customer success, be it through the addition of new products and services, strategy & planning, or escalation

• Proactively mitigate and manage critical escalations and at-risk accounts; communicate effectively and appropriately with internal and external leaders and executives.

Required Experience & Education

• 14+ years experience delivering or leading consulting engagements, including team leadership and active involvement in selling professional services

• 5+ years experience writing SOWs, negotiating T&Cs, managing bookings and utilization

• 5+ years managing C-level client relationships, including escalation resolution

• 5+ years of enterprise-level project management experience

• 5+ years operating in a pre-sales environment, shaping and scoping large and complex implementation projects

• Experience in the Financial Services, Retail, Auto & Communications industry is an advantage

• Extremely strong written and verbal communication skills, executive level presence and experience in working in a client advisory role

• Able to command a group audience, lead with a point of view, facilitate solutioning and lead discussions such as implementation methodology, project roadmaps, social enterprise strategy, mobile strategy and executive-level requirement gathering sessions

• Highly developed soft skills, with the ability to adjust communication style based on the audience and difficult client situations.

• Excellent analytical & problem solving skills.

• Collaborative and consultative work style, ability to thrive in a high velocity, highly dynamic work environment

• Demonstrated ability to lead and manage teams through influence while also functioning as an individual contributor / team member.

• History of working in a consultative selling environment, where clients seek and value your opinions and see your advice as objective and unbiased

• Enterprise transformation experience, including a track record of selling or delivering targeted engagements that will underpin Salesforce's "customer company" strategy

• Salesforce CRM Solution Architecture experience is mandatory for this role.

• Salesforce - Any active certifications, and trailhead ranger preferred

• Continuous learner who invested their time in Salesforce eco system preferred.