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Engagement Manager

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
  • Salesforce.com and Agile delivery experience required
  • Participated in Sales and Business Development Efforts
  • Has domain experience in sales, sales operations, or customer support
  • Extremely detail-oriented
  • Ability to handle stress and last-minute, urgent requests
  • Must have full-time permanent US work authorization

Additional Requirements

  • Bachelor’s Degree preferred, or equivalent experience
  • Travel to client sites, as needed

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