Salesforce
Heroku Senior Engagement Manager
Salesforce, San Francisco, California, United States, 94199
Job Category: Customer Success
About Salesforce
We’re Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world.
The Senior Engagement Manager plays a meaningful role in setting customers up for Success by prescriptively crafting and then leading the execution of large and transformational engagements for our most strategic Salesforce’s Heroku customers. Senior Engagement Managers serve as a trusted advisor to customers, providing mentorship to Sales & Professional Services teams, ensuring synergies across each customer’s projects, and ensuring the highest levels of customer happiness.
Responsibilities:
Deliver high client satisfaction (CSAT) by consistently meeting/exceeding goals and metrics.
Ensure business value is realized (directly and indirectly) for each customer engagement.
Bring standard processes to each engagement through your deep platform expertise.
Positively impact client Services renewals by aligning customer success with professional services roadmap.
Align closely with Account and Services Sales team by leading pre-sales activities.
Provide direct oversight to the project team during the full lifecycle of the engagement.
Successfully lead multiple strategic client engagements simultaneously.
Recognized as a valuable and trusted advisor by our customers.
Encourage people to do the best work of their careers.
Show continued professional growth and development.
Act as an advisor on complex issues and engagements.
Lead cross-functional teams and mentor others.
Lead to a minimum billable utilization target.
Partner with the Go-to-Market Team to drive continued growth of services.
Proactively mitigate and run critical escalations and at-risk accounts.
Coach, mentor, and develop a team.
The ideal candidate will have:
A successful track record of working effectively in a highly matrixed and fast-growing organization.
A passion and belief in the unique value of professional services in a cloud software company.
The consistent track record to develop customer relationships and understand their businesses.
The ability to mobilize and encourage a diverse professional services team.
The capability to recognize complicated customer and internal relationships.
Experience in developing and driving project governance methodologies.
Must Have Qualifications & Skills:
8+ years’ experience delivering consulting services.
8+ years of direct experience delivering and/or overseeing technology solutions.
Extremely strong written and verbal communication skills.
Candidate must be located in the United States.
Preferred Qualifications & Skills:
Degree or equivalent relevant experience required.
Experience operating in a pre-sales environment.
5+ years of enterprise-level project or program management experience.
Heroku or other PaaS experience.
Salesforce Application and/or System Architect certifications.
Demonstrated technical and/or functional skill.
Delivery focused: Previous experience leading professional services delivery.
Excellent analytical & problem-solving skills.
Proven ability to build strong working relationships.
Ability to travel; up to 25%.
Accommodations:
If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.
Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. 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.
Salary Information: For New York-based roles, the base salary hiring range for this position is $157,900 to $236,900.
For Colorado-based roles, the base salary hiring range for this position is $143,500 to $197,400.
For Washington-based roles, the base salary hiring range for this position is $143,500 to $217,200.
For Washington D.C based roles, the base salary hiring range for this position is $157,900 to $217,200.
For Maryland based roles, the base salary hiring range for this position is $157,900 to $217,200.
For California-based roles, the base salary hiring range for this position is $157,900 to $236,900.
For Hawaii-based roles, the base salary hiring range for this position is $143,500 to $197,400.
Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.
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About Salesforce
We’re Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world.
The Senior Engagement Manager plays a meaningful role in setting customers up for Success by prescriptively crafting and then leading the execution of large and transformational engagements for our most strategic Salesforce’s Heroku customers. Senior Engagement Managers serve as a trusted advisor to customers, providing mentorship to Sales & Professional Services teams, ensuring synergies across each customer’s projects, and ensuring the highest levels of customer happiness.
Responsibilities:
Deliver high client satisfaction (CSAT) by consistently meeting/exceeding goals and metrics.
Ensure business value is realized (directly and indirectly) for each customer engagement.
Bring standard processes to each engagement through your deep platform expertise.
Positively impact client Services renewals by aligning customer success with professional services roadmap.
Align closely with Account and Services Sales team by leading pre-sales activities.
Provide direct oversight to the project team during the full lifecycle of the engagement.
Successfully lead multiple strategic client engagements simultaneously.
Recognized as a valuable and trusted advisor by our customers.
Encourage people to do the best work of their careers.
Show continued professional growth and development.
Act as an advisor on complex issues and engagements.
Lead cross-functional teams and mentor others.
Lead to a minimum billable utilization target.
Partner with the Go-to-Market Team to drive continued growth of services.
Proactively mitigate and run critical escalations and at-risk accounts.
Coach, mentor, and develop a team.
The ideal candidate will have:
A successful track record of working effectively in a highly matrixed and fast-growing organization.
A passion and belief in the unique value of professional services in a cloud software company.
The consistent track record to develop customer relationships and understand their businesses.
The ability to mobilize and encourage a diverse professional services team.
The capability to recognize complicated customer and internal relationships.
Experience in developing and driving project governance methodologies.
Must Have Qualifications & Skills:
8+ years’ experience delivering consulting services.
8+ years of direct experience delivering and/or overseeing technology solutions.
Extremely strong written and verbal communication skills.
Candidate must be located in the United States.
Preferred Qualifications & Skills:
Degree or equivalent relevant experience required.
Experience operating in a pre-sales environment.
5+ years of enterprise-level project or program management experience.
Heroku or other PaaS experience.
Salesforce Application and/or System Architect certifications.
Demonstrated technical and/or functional skill.
Delivery focused: Previous experience leading professional services delivery.
Excellent analytical & problem-solving skills.
Proven ability to build strong working relationships.
Ability to travel; up to 25%.
Accommodations:
If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.
Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. 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.
Salary Information: For New York-based roles, the base salary hiring range for this position is $157,900 to $236,900.
For Colorado-based roles, the base salary hiring range for this position is $143,500 to $197,400.
For Washington-based roles, the base salary hiring range for this position is $143,500 to $217,200.
For Washington D.C based roles, the base salary hiring range for this position is $157,900 to $217,200.
For Maryland based roles, the base salary hiring range for this position is $157,900 to $217,200.
For California-based roles, the base salary hiring range for this position is $157,900 to $236,900.
For Hawaii-based roles, the base salary hiring range for this position is $143,500 to $197,400.
Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.
#J-18808-Ljbffr