RVP, Engagement Lead (Fed/Civ)

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Job Category

Customer Success

Job Details

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. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Department Description

Salesforce Professional Services focuses on delivering strategic engagements that define transformational opportunities and articulate clear plans for execution of change programs. We rely on our team’s expertise and specialisms to engage with executive-level customers to agree on specific business goals and actions to ignite the full value of Salesforce. Our approach considers people, process, and technology — and a successful engagement includes recommendations to the business for change to support deeper, more relevant use of the Salesforce platform.

Overview of the Role

The RVP, Engagement Lead will oversee all aspects of Delivery Excellence across a portfolio of customer accounts. In this capacity, they would be responsible for overseeing all Engagement Managers within the portfolio, be responsible for Engagement Management best practices, and serve as a primary escalation point for all clients within a portfolio. In addition, this role will also serve in a billable capacity for large scale programs to ensure there is deep understanding of the customer, lead account level program management, and provide direction to every Engagement, Program and Project Lead working on the large scale program.

The RVP, Engagement Lead plays a critical role in setting customers up for success by prescriptively shaping and then leading the execution of large and transformational engagements at our most strategic customers. This role will serve as a trusted advisor to Salesforce customers, providing guidance to Sales & Professional Services teams, ensuring alignments across each customer’s projects, and ensuring the highest levels of customer satisfaction. They are Salesforce platform experts who are accountable for ensuring customer success, business value and leading the Salesforce Services team assigned to their account(s). They drive delivery of the expected outcomes for each engagement and are internally and externally recognized as a business contributor, industry and product specialist.

Partnered with an Account Partner (Services Salesperson), the RVP, Engagement Lead leads both pre and post-sales activities. They are the delivery expert across the portfolio of products, responsible for developing and articulating comprehensive implementation proposals. They will then maintain the executive relationships and act as a main contact within these engagements in a billable capacity, ensuring tight alignment, offering proactive and prescriptive advice resulting in outstanding Customer Success. This may include the following:

• Pre-Sales alignment

• Program/Project kickoff

• Bringing industry expertise and perspective

• Drive better outcomes through extensive platform expertise

• Deep understanding of Salesforce platform and solutions

• Engagement planning and alignment to customer objectives

• Regular customer sponsor check ins

• Services Renewal management

• Ensure project operational compliance

• Executive Relationship building

Are you passionate about Customer Success and would you like to work at the forefront of Digital Innovation at one of the most exciting CRM companies?

Your Impact

• Deliver high client satisfaction (CSAT) by consistently meeting/exceeding goals and metrics

• Ensure business value is realized (directly and indirectly) for each customer engagement that concludes with fully satisfied clients that are willing to be referenced for new potential clients

• Bring standard methodologies to each engagement through your deep platform expertise by providing the Professional Services team with Subject Matter Expertise related to the proposed solution and client ne