Senior Engagement Manager-Healthcare and Life Science

Salesforce.com, Inc. - Grove City, OH

Posted: 2/26/2024 - Expires: 5/26/2024

Job ID: 270167721

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Job Description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

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.

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

Engagement Managers play 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. Our Engagement Managers 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 Engagement Manager 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

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 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, 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 point of contact for both the customer and Salesforce delivery teams

Successfully manage multiple strategic clients 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 mentors others

Manage to a minimum billable util target

Partner with the Go-to-Market Team (Services Sellers) to drive continued growth of services

Proactively mitigate and manage critical issues and at-risk accounts; communicate effectively and appropriately with internal and external leaders and executives

Required Qualifications:

5+ years of direct experience delivering and/or overseeing solutions on the Salesforce Platform.

10+ years of proven experience delivering consulting services, including team leadership and active involvement in selling professional services, including Advisory engagements

Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Ability to travel; up to 50%

Preferred Qualifications:

5+ years' operating in a pre-sales environment, shaping and scoping large and complex implementation projects

Industry experience in Health and Life Sciences (ideally in medical technology or pharmaceuticals)

Proven experience in leading enterprise-level projects and programs

Salesforce Application and/or Salesforce certifications

Demonstrated technical and/or functional proficiency, and ability to work well with architects or SMEs into pre-sales activities.

Extremely strong written and verbal communication skills, executive level presence and experience in working in a client advisory role

Demonstrated ability to influence a group audience, facilitate solutioning and lead discussions such as implementation methodology, Road-mapping, Enterprise Transformation strategy, and executive-level requirement gathering sessions

Proven track record in building strong working relationships across multiple functions/levels; adept at fostering healthy dialogue

Understands cloud-based technologies; translates customer/business requirements into business solutions (and successfully positions with customers)

BENEFITS & PERKS

Comprehensive benefits package including well-being reimbursement, generous parental leave, adoption assistance, fertility benefits, and more!

World-class enablement and on-demand training with

Exposure to executive thought leaders and regular 1:1 coaching with leadership

Volunteer opportunities and participation in our 1:1:1 model for giving back to the community

For more details, visit

Accommodations

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at and explore our company benefits at .

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. does not accept unsolicited headhunter and agency resumes. will not pay any third-party agency or company that does not have a signed agreement with.

Salesforce welcomes all.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

For New York-based roles, the base salary hiring range for this position is $157,900 to $235,900.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 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. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com .

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. 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. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

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Job Summary

Employment Type:: Full Time Employee
Job type:: Federal Contractor
Skill Based Partner:: No
Education Level:: No school grade completed
Work Days:: Mon, Tue, Wed, Thu, Fri
Job Reference Code: 78448800
Salary: N/A
Licenses / Certifications:: N/A; Applied Math: 4; Graphic Literacy: 4; Workplace Documentation: 5

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Senior Engagement Manager-Healthcare and Life Science

Salesforce.com, Inc. - Grove City, OH

Job Description

Job Summary