Senior Engagement Manager
hace 7 días
**Job Category **:Customer Success Group
**Job Details**:
The **Engagement Manager (EM) **plays the critical role for setting customers up for Success by crafting the **Professional Services **Pre Sales engagements **, handling the development of client-specific implementation proposals, Statement of Work (SOW), staffing plans, engaging with SMEs across the organization to gain consensus on an acceptable proposal scope.
The EM will implement **Strategic Discovery **to assemble business and technical requirements to build **Value-based proposals **based on Salesforce Service Offerings. They will work with the Account team and the customer to answer **RFI's **and **RFP's **, follow customer buying process and guide customer's collaborators to have a clear **roadmap vision **towards Salesforce's platform implementation.
The EM is a **customer facing **role that works with different teams from IT to Business Areas building and presenting high quality materials related to customer's business transformation.
The EM aligns with the customer what is the appropriate services scope balancing between budget and business needs.
Once the project is booked, they will complete the **Knowledge Transfer **to internal and external teams to guarantee that everything aligned during the Pre Sales will be completed the Project. During the project, they will follow-up the status with the Project Manager, and also be a point of escalation to the customer in case it's needed to course-correct the project, or if it's required to implement a Change Request.
They will serve as a **Trusted Advisor **to Salesforce strategic customers, providing mentorship to Sales & Professional Services teams, ensuring alliances across each customer’s projects, and ensuring the highest levels of customer happiness.
Partnered with an Account Partner (Services Sales person), the Engagement Manager is a highly enabled, experienced professional with **high-level communication skills **who is accountable for project delivery end-to-end, starting with supporting pre-sales activities by giving defined work and valuable insights around Salesforce’s services delivery, staffing of the project team after the deal is closed, leading all aspects of internal knowledge transfers between pre-sales and the project team and supporting the PM throughout the project lifecycle with defined activities in a billable role.
**Responsibilities**:
Aligning closely with Account and Services Sales teams to own pre-sales activities such as scoping, solution approach, SOW development and project staffing
Provide the Professional Services team with SME related to the proposed solution and client needs to ensure successful project delivery
Where appropriate and required for Customer Success, providing direct oversight to the project team during the full lifecycle of the engagement, acting as the partner concern point for both the customer and Salesforce delivery teams
Handle multiple strategic clients simultaneously
Communicate effectively and appropriately with internal and external leaders and executives
**Your Impact, as Engagement Manager, you**:
Have broad expertise or outstanding knowledge, use skills to give to development of company objectives and principles and to achieve goals in creative and effective ways.
Work on significant and outstanding issues where analysis of situations or data requires an evaluation of intangibles.
Exercise independent judgment in methods, techniques, and evaluation criteria for obtaining results.
Contact pertains to significant matters often involving coordination among groups.
Act independently to settle methods and procedures on new or special assignments.
May supervise the activities of others.
**Qualifications & Skills**:
Experience with Telco environment or related experience in vendors/partners that offers telco solutions. Solid Understanding with Telco’s Sales and Post Sales Processes (MACD, integration, Catalog, order management, etc).
Solid understanding in a pre-sales environment, crafting and scoping large and sophisticated implementation projects, preferred in CRM
Demonstrated ability delivering consulting services, including team leadership and active involvement in selling professional services
Demonstrated technical and/or functional proficiency, and ability to engage with architects or SME into pre-sales activities.
Previous experience / profound knowledge of Business / IT / Enterprise Architecture is helpful.
Strong written and verbal communication skills, executive level presence and experience in working in a client advisory role.
Spanish and English are required.
**Preferred Qualifications**
Knowledge of CRM solutions, mainly Sales and Services management processes. **Salesforce Industries Comms Cloud (ex Vlocity).**
Certification in Salesforce Administrator, Sales Cloud Consultant and/or Salesforce Services Cloud Consultant.
Certification in Agile Methodologies
Availability to travel.
Portu
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