Engagement Manager

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Job CategoryCustomer Success GroupJob Details

Engagement Manager

Location: Switzerland - various office based & remote based locations considered

Overview

Salesforce, the Customer Success Platform and world’s #1 CRM, empowers companies to connect with their customers in a whole new way. 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 six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world.

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. It 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.

The EM is responsible for the management of pre-sales engagements in the country, which includes running pre-sales bids, opportunity qualification, staffing of bids and scoping of Statements of Work (cross-cloud).

Post-sales activities include; leading engagements at steerco / program level in a billable capacity, maintaining customer relationships and acting as an escalation point for the program.

In addition, the Engagement Manager collaborates closely together with Delivery teams, License/Services sales and Customer Success colleagues on pre-sales and post-sales activities.

Experience/Skills Required

• 10+ years of experience delivering consulting services, including team leadership and active involvement in selling professional services
• 5+ years’ enterprise-level project/program management experience
• 5+ years’ operating in a pre-sales environment, shaping and scoping large and complex implementation projects
• Experienced in project scoping or execution of the strategic cross-cloud projects (e.g. Sales, Service, eCommerce (B2B/B2C), Marketing Cloud)
• Demonstrated ability to lead and manage teams through influence while also functioning as an individual contributor / team member.
• Experienced managing C-level client relationships, including escalation resolution
• Experienced in working in a client advisory role
• Experienced as a technical and/or functional architect in a mid to large sized organization focused on CRM, Customer Engagement, or Digital Marketing
• Comfortable communicating with various team members and executives at steerco / program level
• Effective written and verbal communication skills
• Local language skills preferred (French / German)
• Detailed oriented
  

Responsibilities

• Own pre-sales activities such as visioning, scoping, SOW development and staffing while closely aligning with License and Services Sales teams .
• Provide Internal Knowledge Transfer (IKT) & act as a Subject Matter Expert (SME) to the Delivery Teams throughout the project, and engage as needed to ensure Customer Success.
• On selected accounts, provides oversight to the project team during the full lifecycle of the engagement.
• Deep delivery leader, personally engaged on critical projects (25% of billable time allocation )
• Manage project and account-level escalations as required.
• Nurture executive relationships during and post engagement to maintain Customer Satisfaction.
• Leverage trusted advisor status within account to identify and close follow-on business.
• Manage multiple strategic clients simultaneously
• Delivers high-quality proposals that mitigate risks and achieve customer goals
• Owns success of projects he/she has scoped
  

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