Senior Engagement Manager - Education (Public Sector)

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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.

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.

The Engagement Manager plays a critical role in setting customers up for Success by prescriptively shaping and then leading the execution of large and entrepreneurial engagements for our most strategic Public Sector Education customers. Engagement Managers serve as a trusted advisor to Salesforce customers, providing mentorship to Sales & Professional Services teams, ensuring alignments across each customer’s projects, and ensuring the highest levels of customer happiness. They are Salesforce platform guides who are accountable for ensuring customer success, business value, and leading the Salesforce Services team assigned to their Public Sector Education accounts to deliver the expected outcomes of the engagement and are internally and externally recognized as a business contributor, industry, and product specialist!


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 that concludes with fully satisfied clients that are willing to be referenced for new potential clients
• Bring standard processes 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 needs in order to ensure successful project delivery
• Positively impact client Services renewals (when applicable) by aligning customer success with professional services roadmap
• Align closely with Account and Services Sales team by leading pre-sales activities such as the development of client-specific proposals, SOWs, staffing plans, and engaging with SMEs across the organization to gain consensus on an acceptable proposal
• Where appropriate and required for Customer Success, providing direct oversight to the project team during the full lifecycle of the engagement, acting as the escalation point for both the customer and Salesforce delivery teams
• Successfully lead multiple strategic client engagements simultaneously
• Recognized as a valuable and trusted advisor by our customers and other members of Salesforce and continue to build a reputation for excellence in professional services
• Inspire people to do the best work of their careers, being a multiplier, amplifying the knowledge and capability of the people around you while continuing to provide an inclusive workplace as one of Best Places to Work
• Show continued professional growth and development
• Act as an advisor on complex issues and engagements, exercising discretion and latitude in reaching critical goals
• Lead cross-functional teams and mentor others
• Lead to a minimum billable utilization target
• Partner with the Go-to-Market Team (Services Sellers) to drive continued growth of services
• Proactively mitigate and run critical escalations and at-risk accounts; communicate effectively and appropriately with internal and external leaders and executives
• 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 proven track record to develop customer relationships, understand their businesses, and develop a shared vision for accelerating their business success with Salesforce