The Engagement Manager is responsible for overseeing the customer experience. They serve as the trusted advisor to customers in their portfolio while leading project teams from pre-sales through the entire implementation. Engagement Manager success is measured by the ultimate success of the Customers in their portfolio and responsibilities broadly include Engagement Management, Client Management, Business Development, Client Success, and Project Management.
Work that matters. Life that fits.
Looking for a role where you can live anywhere you want while delivering meaningful client work? You’re in the right place.
We’re looking for tech-savvy folks who know Salesforce inside and out and believe outstanding customer experience is table stakes. Join our team of talented, certified Salesforce consultants and industry experts and develop life-changing skills.
Work Environment
Flexible Work Options
Volunteer Time Off
Computer Allowance
Team Building Activities
Virtual Socials
Great Benefits
Medical & dental insurance
Flexible spending accounts
401(k) plan with company match
Short-term & long-term disability
Life & AD&D insurance
Paid holidays
Responsible Time Off (RTO)
Responsibilities
Responsible for helping to build new client relationships, scope projects, and expand share of wallet in an existing account (portfolio)
Responsible for a portfolio of clients and be accountable for the bookings, revenue, and customer satisfaction
Builds executive-level relationships on accounts, and can act as a point of escalation for the project team
Manage and mentor a team of people who primarily work with the clients in the portfolio
Lead engagement planning and budgeting
Mobilize and manage engagement teams
Define deliverable structure and content
Direct on-time, quality delivery of work products
Manage expectations and day-to-day interactions with executive clients and sponsors
Manage project quality and risk
Develop and maintain contact with key decision-makers at key clients
Participate and lead aspects of the proposal development process
Contribute to the development of proposal pricing strategies
Lead Executive-Level discussion around sales, marketing, and customer care processes
Deep understanding of factors that drive customer success for Salesforce implementations and how they directly contribute to long-term customer retention
Manage expectations and day-to-day interactions with key customer stakeholders
Develop existing and new business with customers in their portfolio
Match the deliverables of the SOW or Change Order with what needs to be achieved against the capacity and capability of the proposed delivery team
Lead engagement planning and budgeting
Define deliverable structure, and oversee project kick-offs, sprint planning, working sessions, sprint reviews, and other activities to ensure successful project delivery
Enact continuous improvements to the project delivery process
Ensure projects achieve targeted profitability
Facilitate communication and resolve conflict
Possible people management responsibilities
Required Skills, Education and Experience
7+ years’ experience in a Consulting environment
5+ years’ experience delivering Salesforce or CRM projects
Proven relationship and program management skills with experience growing and developing a strong, trusted-advisor relationship with customers
Project management experience that includes proposals, contract management, pricing, risk management, and project staffing
Demonstrated ability to lead and manage teams through influence while also functioning as an individual contributor
Certified on the Salesforce.com Platform or equivalent Associated Accreditation
