Senior Engagement Manager (Pre-Sales)

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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.

2 x Senior Engagement Managers - Sydney/Melbourne
1 x Engagement Manager - Sydney/Melbourne
Engagement Managers play a critical role in setting customers up for success by shaping small and large transformational engagements for our customers. They serve as a trusted advisor to our Salesforce customers ensuring the highest levels of customer satisfaction through the pre-sales and delivery cycles. 

They are Salesforce experts who are comfortable operating in an amorphous pre-sales environment, shaping proposals with a point of view, influencing customer stakeholders’ decision-making and bringing their delivery experience to each engagement.

Partnered with an Account Partner (Services Salesperson), the Engagement Manager leads pre-sales activities and provides thought leadership and guidance during delivery to ensure consistency of outcomes for the customer. They are the delivery expert responsible for developing and articulating the value of Salesforce through comprehensive implementation proposals. They maintain executive relationships and act as a main contact within these engagements in a billable capacity, ensuring tight alignment and offering proactive and prescriptive advice resulting in outstanding customer success. 

Candidates must have personally demonstrated consultative pre-sales, prescriptive solutioning, project delivery credibility, and hands-on experience constructing deals including resource plans and pricing, SOWs and RFPs for customers in CRM and Salesforce implementation proposals.

We are looking for talented individuals to join a growing team that can demonstrate both:

A passion for: Proactively leading customer and internal conversations with a point of view, drawing from previous experiences to create a clear path forward. 

• Provide the Professional Services team & customers with Subject Matter Expertise

• Deep understanding of factors that drive customer success for Salesforce implementations within an enterprise context 

• Lead conversations with empathy and being comfortable with ambiguity

• Building credibility and strong relationships with customer stakeholders

Attention to detail: Partnering effectively to create a detailed execution plan, SOW & commercial proposition to best meet the needs of our customers and maintaining relationships throughout delivery.

• Aligning closely with Account (Licenses Sales) and Services Sales teams to own pre-sales activities such as scoping, solutioning, SOW development and project staffing.

• Leading the development of client-specific implementation proposals, SOWs, and resource plans

• Providing direct oversight to the project team during the full lifecycle of the engagement and maintaining strong customer relationships at all levels including C-suite.

• Manage project and account-level escalations as needed

• Ensure that engagements conclude with fully satisfied clients that are willing to be referenced for new potential clients

• Work across multiple strategic clients simultaneously balancing customer and internal stakeholder priorities and needs.

Required Experience & Education

• Salesforce or similar CRM platform experience preferred

• Demonstrated experience delivering or leading consulting engagements, including team leadership and active involvement in selling professional services

• Proven experience writing SOWs, negotiating T&Cs, managing bookings and utilization

• Experience managing C-level client relationships, including escalation resolution

• Demonstrated experience of enterprise-level project management 

• Experience operating in a pre-sales environment, shaping and scoping large and complex implementation projects

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

• Able to command a group audience, lead with a point of view, facilitate solutioning and lead discussions such as implementation methodology, project roadmaps, social enterprise strategy, mobile strategy and executive-level requirement gathering sessions

• Highly developed soft skills, with the ability to adjust communication style based on the audience and difficult client situations.

• Excellent analytical & problem solving skills.

• Collaborative and consultative work style, ability to thrive in a high velocity, highly dynamic work environment

• Demonstrated ability to lead and manage teams through influence while also functioning as an individual contributor / team member.

• Enterprise transformation experience, including a track record of selling or delivering targeted engagements that will underpin Salesforce's "customer company" strategy

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