Engagement Manager

Engagement Manager
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(Confidenziale)


Engagement Manager

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Job CategoryCustomer Success GroupJob DetailsThe 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 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.Responsibilities:Leading the development of client-specific implementation proposals, SOWs, staffing plans, engaging with SMEs across the organization to gain consensus on an acceptable proposalAligning closely with Account and Services Sales teams to own pre-sales activities such as scoping, solutioning, SOW development and project staffingProvide the Professional Services team with Subject Matter Expertise related to the proposed solution and client needs in order to ensure successful project deliveryWhere 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 teamsEnsure that engagements conclude with fully satisfied clients that are willing to be references for new potential clientsManage multiple strategic clients simultaneouslyProactively mitigate and manage critical escalations and at-risk accounts; communicate effectively and appropriately with internal and external leaders and executivesYour Impact, as Engagement Manager, you:As an expert in the field, use professional concepts in developing resolution to critical issues and broad design mattersWork on issues that impact department success or address future concepts, products or technologies.Create formal networks with key decision makers and serves as external spokesperson for the organization.Exercise wide latitude in determining objectives and approaches to critical assignments.Act as a team lead on highly visible projects and mentors othersFollow the Global GTM strategy and execute in regionOwn pre-sales activities such as visioning, scoping, SOW development and staffing while closely aligning with Success Partners, license and project teamsContributes in shaping customer vision, roadmap and quick winsProvide Internal Knowledge Transfer (IKT) & act as a Subject Matter Expert (SME) to the Delivery Team throughout the project, and engaging as needed to ensure Customer SuccessOn select accounts, provides oversight to the project team during the full lifecycle of the engagementContribute to project deliverables and success as a billable resource (25% of time allocation)Manage project and account-level escalations as requiredNurture executive relationships during and post engagement to maintain Customer SatisfactionLeverage trusted advisor status within account to identify and close follow-on businessQualifications & Skills:+ 10 years- experience delivering consulting services, including team leadership and active involvement in selling professional services+ 4 years- operating in a pre-sales environment, shaping and scoping large and complex implementation projects+ 4 years of enterprise-level project or program management experienceExperience in direct marketing, direct response concepts, customer analytics, research methodology, and statistics with businesses in multiple industries/verticals (B2B/B2C) is a must haveExperience across marketing channels including email marketing, mobile messaging, social listening and engagement, ad campaigns, and cross channel journeys is a must haveStrong knowledge of relational database technology, specifically as it relates to Customer data (i.e.: web analytics, CRM, and Profile data), interactive Marketing Channels (i.e.: SEO, SEM, PPC, Ad Management), as well as the Salesforce Marketing Cloud channels (email, mobile, social, sites)Practical experience with digital marketing software - email marketing, mobile (SMS, MMS, Push), web analytics, campaign management, digital marketing, creative agency, or marketing strategy, and social media consultingBe familiar with campaign management, marketing automation strategies and large-scale projects in a PM role or similar, working for an ESP, a digital agency, a corporate digital dept or similarBe capable of liaising with both business and marketing teamsCross-cloud (e-commerce, CRM) knowledge is definite a plusDemonstrated technical and/or functional aptitude, and ability to engage with architects or SME into pre-sales activities.Extremely strong written and verbal communication skills, executive level presence and experience in working in a client advisory roleBA/BS or equivalent; MBA is a plusDemonstrated 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 analytical & problem solving skillsFluency in Italian and English is a mustAbout Salesforce:Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes's "World's Most Innovative Company" five years in a row and one of Fortune's "100 Best Companies to Work For" eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.*LI-YAccommodations - If you require assistance due to a disability applying for open positions please contact the Salesforce.com Recruiting Department.Posting StatementSalesforce.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. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.Full time


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